فاطمة Zaiton

1. Initiate and coordinate development of action plans to enter new markets
2. Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
3. Provide consultancy to company on the best practise that serves their man power plan
4. Main contact for employee on
5. Present sales, revenue and expenses reports and realistic forecasts to the management team
6. Identify emerging markets and market shifts while being fully aware of new products and competition status
7. Design and implement a strategic business plan that expands company’s customer base and ensure it’s strong presence
8. Maintain records of sales and pricing; creating and presenting proposals;
9. Recruiting account executives and controlling expenses to meet budget guidelines
10. Achieve growth and hit sales targets by successfully
11. Drive client retention &satisfaction, renewals,
12. Contract Engagement; negotiate, customize and develop contracts with clients
13. Manage tender from creating RFQs, costing, contract negotiation, finalizing the agreement, recruitment, mobilization of employees

Account Manager/ Acting HR Business Partner
1. Act as an HR partner to clients in terms of supporting the employees and act as the point of contact between Client and employee
2. Employee Services and relations (high engagement with the employees’ on daily and monthly requests from attendance sheet, leave balance, salary certificate, EOS, visa renewal and liaising payroll to the assigned Accountant)
3. Recruitment (liaise with the Direct Recruitment in sharing the requirements of the clients) and make sure the profiles are provided within and agreed SLA
4. Mobilization (visa, labor card, insurance application, issuance of Offer Letter, document collection, liaising with PRO for visa application)

Business Development Manager:
- Business Development (acquisition of new clients and ensure growth of existing clients)
- Build strong client relationships
- Daily/Weekly/monthly B2B and relationship meetings with clients
- Contract Engagement; negotiate, customize and develop contracts with clients
- Support in the implementation of the strategy designed to grow the business
- Understand the market dynamics and recognize business opportunities
- Plan and work on meeting financial and sales target targets.

Sr. Senior Outsourcing Account Manager

- Employee Services and relations (high engagement with the employees’ on daily and monthly requests from attendance sheet, leave balance, salary certificate, EOS, visa renewal and liaising payroll to the assigned Accountant)
- Calculate the costing for employees and quote clients
- Mobilization
- Manage a team of outsourcing assistants and ensure all employees onboarding is done within an agreed SLA and ensure overall delivery and quality of the services offered to clients
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• Acquire companies that have no significant revenue history with Bayt.com by selling Bayt.com’s solutions and services.
• Initiate and develop a strong relationship with assigned verified leads and effectively manage business in assigned database through a solution-oriented selling approach.
• Increase product portfolio per customer and maintain the highest level of customers' loyalty.
• Identify up-sell and cross-sell opportunities by building long-term relationshipsand providing quality customer service.
• Diagnose customers' needs, give demonstrations to clients in order to handle objections, prepare proposals to sell services addressing these needs and convince customers to buy.
• Manage the training, usage and follow-up queries with clients through supervision of the assigned Product Specialist.
• Manage market research and prospecting to expand the client database through supervision of the assigned Telemarketing Executive.
• Track all sales, communications and opportunities in the CRM system.
• Increase the company's product portfolio per customer and to maintain the highest level of customers’ loyalty.
• Maintain and grow transactions and revenue volumes from assigned database of customers.
• Effectively manage the growth of assigned customers through transitional and solution-oriented selling approach.
• Effectively qualify through Recruitment Needs Analysis; using value-based selling
• Explain products or services and prices, and answer customers' inquiries.
• Coordinate with the product specialists to insure that customers are getting the best service and maximum benefit out of their purchases

Quality Assurance Officer
For Zain KSA - Apr 2013 - Sep 2013
For Emirates Integrated Company - du telecom Client - Mar 2012 - Mar 2013
Jan 2012 - Present
Quality Assurance - Job Tasks and Responsibilities
- Provide superior customer service by leading, motivating & coaching specialists & operation teams involved in quality assurance.
- Ensure KPI’s are monitored & met, and are appropriately aligned to strategic customer service objectives.
- Monitor service delivery benchmarks for internal business units and external partners to ensure that call handling, process; product and system quality standards are met.
- Develop and analyze quality performance reports, Scripts and FAQ’s, evaluation forms and checklists.
- Participate in delivering Quality improvement initiatives. Biweekly meetings with clients and attending calibrations.
- Deliver training on dealing with VIP Customers in UAE and ensure that quality standards are met
- Perform 1:1 coaching activities and maintain follow-up and train team members on various products and services to assure and exceed customer experience expectations.
- Develops procedures, policies and standards for core business operations, and supporting functions
- Promotes quality awareness amongst the Operations Team
- Deliver training on dealing with VIP customers in UAE and ensuring that quality is attained.

Customer Service Representative - Job Tasks and Responsibilities
- Provide customer satisfaction to both internal and external customers and strives to continuously improve service delivery over the phone according to company policies
- Support and provide superior service via phones, e-mails and faxes as a receiver and caller
- Makes decisions within monetary grant of authority to resolve customers’ issues and complaints
- Ensure that all individual targets and KPI’s (Key Performance Indicators) are consistently met or exceeded, and understanding the relevance and impact of those factors on the team’s overall performance
- Maintain proper behavior, discipline, and punctuality
- Ensure that all confidential information pertaining to company or individual customer coming into ones possession, is not disclosed or revealed to unauthorized person or agency

Private English Tutor

2009 - Present

- English Tutoring for different levels of education