Project Manager
IQPC Middle East
مجموع سنوات الخبرة :13 years, 6 أشهر
● Lead Generation
● Seek new business and new clients.
● Making outbound cold calls to businesses to promote, sell services
● Setting up Appointments/Meetings with Decision Makers to discuss the client’s needs and the services we offer
● Build database to help the business grow
● Manager CRM to update database and contact list
● Develop, nurture and grow client relationships
● Seek new business from existing and new clients
● Keeping in contact with existing customers by telephone
● Persuades customers to use sales promotional advertising items of wholesale commodity distributor
● Provide proactive creative promotion concepts in response to client briefs
● Manage orders from order placement to delivery
● Advising customers about delivery schedules and aftersales
service
● Reviews and analyzes product price requests, and price adjustment
● Authors and sends customer price quotations, price contracts, and general customer service correspondence relating to
pricing and general sales and service matters.
● Identify sales growth opportunities within existing accounts and new business
● Presents existing training materials through lecture, hands on demonstrations, supporting customer service and sales
accounts.
● Assists with the training of other classes.
● Assists as a Subject Matter Expert
● Recommends curriculum modifications or enhancements to training management.
● Assesses student performance in the classroom. Coach, deliver feedback and monitor student progress toward
performance standards.
● Delivers performance information to Training & Service Delivery Managers of the employee both during and at new hire
training, recursive and new product training.
● Stays current on internal work processes, policies and procedures.
● Updates class journal on a daily basis to keep track of class attendance, trainee’s performance and agenda progress.
● Participates and contributes to the continuous improvement of curriculum and department policies and procedures.
● Participates in both Teletech and client trainer sessions as required.
● Meet Trainer KPIs.
● Maintains knowledge on changes to client products, services, policies and procedures.
● Take escalated calls.
● Conducts power hour sessions daily.
● Manage Service Levels and specific metrics required by the client or the company to meet program goals, objectives and
contractual obligations.
● Report operational status to identified stakeholders on a regular basis.
● Monitor, establish and analyze performance trends.
● Proactively identify and manage risks and initiate strategies for performance improvement.
● Manage the escalation process, carry out root cause analysis, and ensure corrective and preventive measures are
identified and implemented to resolve incidents and mitigate procedural risks that may impact the business.
● Identify potential issues and risks that may affect operations and service delivery, and propose resolutions for the same.
● Provide leadership to ensure that service levels are met and that employees are performing according to standards and in
alignment with business needs and client standards.
● Manage, motivate, coach and develop direct reports.
● Monitor and analyze individual staff performance trends, analyze training needs, and initiate action plans for continuous
improvement.
● Develop potential leaders and provide proper training for the growth and development and staff.
● Accommodate requests to discontinue service and reduce churn by offering solutions and/or adjustments on customer’s
service depending on the customer’s needs.
● Respond to dissatisfied customers with the expectation of retaining them by explaining what can be done for them
● Quickly engage irritated customers in discussion and do the right thing at the right time
● Provide an excellent customer service experience for customers who are considering service cancelation.
● Tackle tough technical problems and determining customers' needs