General Sales Director
Intelligent Business Technologies LLC
Total years of experience :17 years, 6 Months
Intelligent Business Technologies LLC
Responsible for overall growth on Outsourcing business which includes development and execution of sales and operational strategy, client servicing, cross selling, product/service development and improving proposition for retention of clients.
Key Achievements
- Generated revenue over AED 50 million of business in the first year.
- Developing a pipeline of over AED 100 million +
- Lead transformation of Call Centre & BPO Business into fully fledged 24/7 multi-faceted facility catering to various industries.
- Increased the market share in professional staffing and outsourcing verticals
- Development of business strategy to create opportunities, diversification of client base & industries and mitigating risks.
Key Responsibilities
- Managing a team of 8 Sales Account Managers
- Leading a successful team of lead generation executives
- Marketing Strategy & Management
- Brand Visibility & conservation
- Overseeing the strategy of Online leads volume and management
- Overseeing Account & relationship management of existing clients
- Revenue, billing and accounts receivables administration
- Analysing and prospecting clients across industries for sales, opportunities for new and cross selling services.
- Mapping of clients requirements for initial pitch.
- Proposing suitable solutions for BPO, Staffing & Outsourcing needs.
- Negotiating proposal, terms of engagement and contracts.
- Regular follow ups with prospects and clients with existing and new clients.
- Networking with key stakeholders in the industry for future prospects.
- Handling overall customers & meeting the Quality Standards & SLA Standards by having regular follow up with the clients in a given escalation matrix.
- Providing clients with progress reports on marketing leads / analysis that helps in creating value for our services.
- Research & generate leads for business propositions with larger business opportunities.
Responsible to grow and develop both existing and new accounts with in BPO & direct marketing horizontal, client servicing and account management. Build a personal sales pipeline to set up for long-term business success. Creating and closing new business opportunities for the company in new and existing accounts achieving revenue and gross margin targets
Key Achievements
- Setting up a progressive pipeline of business worth US$ 3, 000, 000
- Developed plan to establish outsourcing call centre to compete with other players.
- Improved diversification of business with focus on financial sector.
Key Responsibilities
Sales
- Business development, cross selling and client servicing.
- Researching clients requirements and proposing suitable BPO solutions
- Negotiating contracts, SLA, quality standards and service improvement reports.
- Follow up with prospects and clients.
Creating and closing new business opportunities for the company in new and existing accounts achieving revenue and gross margin targets. Establishment organisations brand name in selected geography and selected vertical. Successfully managing mid - large size accounts. Responsible for working closely with delivery functions and ensuring successful execution of projects and maintain desired service levels. Build a personal sales pipeline to set up for long-term business success. Responsible to grow and develop both existing and new accounts with in BPO horizontal, client servicing and account management.
Key Achievements
- Achieved sales on AED 1, 000, 000/- of billing on monthly basis.
- Successfully built a pipeline of over AED 5, 000, 000/-
- 100% successful execution of project conversion to client and customer satisfaction.
- Development and implementation of 24 hours services for client and customer satisfaction.
- Initiated new partnerships for business development with other service providers and vendors.
Key Responsibilities
Sales
- Responsible for maintaining consistent revenue by generating new business & existing revenue retention. Exceeding Sales & Revenue Target on an on-going basis.
- Generating new pipeline by establishing and maintaining contacts with prospects.
- Gauging clients’ expectations and proposing suitable solutions for BPO.
- Documentation from initial pitch to conversion to contract signing, all communication aspects.
- Closing deals with service level agreements.
- Regular follow ups with prospects and clients with existing and new clients.
Client Servicing
- Process development & implementation to handover to Operations Department.
- Maintaining client relationships.
- Focal point of contact to follow up complaints/grievances.
- Preparing amendments to contracts as per clients requirements
- Providing customer feedback to clients for improvement of their products/ services.
- Creating innovative solutions.
Managed a team of 48 call center agents, responsible for overseeing, organizing and coordinating the work of call center agents. Interfacing between agents and management, managing operations, projects and staff.
Key Achievements
- Awarded 'Top Performing Agent', 5 times, for Royal Bank of Scotland for Life Assure Sales Campaign.
- Development of Customer Relationship Manager (CRM) System, enabling my team and organization in the long term for building individual customer relationships for the purpose of creating and maintaining a loyal customer base.
- Spearheading 2009 & 2010 FIFA World Club Championships, Abu Dhabi F1 Grand Prix campaign. Management & supervision of online ticketing, call centre & box offices.
- Recognized and acknowledged by Royal Bank of Scotland for exceeding telesales target of Life Assure Campaign for the team, both for my team and self as a Team Leader.
- Managed Multiple inbound/outbound & data entry projects on 24/7 basis.
Key Responsibilities
Operations
- To manage the day-to-day planning.
- Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
- Develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents.
- Operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets.
- Recommendations for product and process development based on customer feedback and analysis of the same.
- Investigating and settling customer concerns.
- Suggest improving revenue generation and customer satisfaction with effective call handling and enhanced processes.
- Generating leads and achieving targets.
- Preparation of SLA, Leads & Performance reports.
- Delivery of team sales, service level components, quality and productivity targets & indicators.
- Compiling reports on team’s performance and customer feedback.
- Work very closely with team members to solve customer problems.
- Maintain Staffing depending upon GP/Projects Revenues.
Business Development/Sales/Client Relationship Management
- Meeting & liaising with prospect clients.
- Preparation & negotiating of proposals.
- Costing of projects.
- Planning & making presentations.
- Identifying areas of sales growth & profit enhancement existing clients.
Human Resources
- To act as the communication conduit between Front liners and Management.
- Contribute for the initial hiring and selecting process of the front line.
- Conducting performance appraisal for the team.
- Responsible for making decisions on training requirement for team members
- Preparation of shift schedules, over time, incentive & record of attendance.
IT Department
- To coordinate with IT Department with regards to
- Clients/Project Requirements
- Data Storage
- CRM/Software Development (Including User Manuals)
- Connectivity
- Billing
- Various Solution Providers/Vendors (Including User Manuals)
Projects
- Enoc-Eppco Contact Centre
- British American Tobacco - GCC marketing & survey campaign
- Formula 1 Abu Dhabi Grand prix 2009, 2010 & 2011.
- FIFA 2009 & 2010 World Club Championship
- Flash Events.
- RBS Life Assure Telesales project
- Western Union Loyalty Program
- Finance House
- Shaukat Khanam Memorial Hospital Charity Campaign.
- Multiple Customer Service, Virtual Reception & FM Projects
Studied General Management
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