Kashif Shamim

Job Purpose:
BidContender is Australia’s fastest growing online tendering network specifically built for the Construction Industry. Developed in conjunction with Builders, Subcontractors, and Suppliers Australia wide, BidContender is the industry standard for the most easy-to-use and efficient tendering process. Prospecting, developing opportunities and closing deals over the phone with senior level decision makers within the construction, engineering and infrastructure industries in the Mid-Market to promote and drive sales of Aconex products.

Responsibilities
: • Drive a revenue number, forecast accurately and over achieve sales targets (quota) by leading customers through a sales cycle
• Identify, qualify, engage, negotiate and close business development opportunity
• Using phone, email and web conferencing, perform outbound customer demand generation, as well as responding to incoming customer inquiries regarding their business-needs for Aconex products
• Timely and accurate presentation of professional customer communication including sales proposals, technical support and general correspondence
• Conduct product demonstrations to interested clients via our web based conferencing tools
• Sell the benefits of the collaboration and document management solutions we provide to existing and potential clients
• Quantify and qualify target companies in relation to their need for our products and their ability to streamline project control and information management procedures
• Build credibility and a strong working relationship with decision makers who do not show an interest in our product line, but may need our solutions at some point in the future
• Contact and generate interest from prospects attained through telemarketing campaigns
• Utilize Salesforce.com to track and record all activity within the territory
• Master and maintain strong knowledge of market needs, competition and latest industry news and trends
• Build loyalty with customer resulting in increased revenue and company profitability
• Mapping of account to determine the core of the buying decision
• Be responsible for Yearly sales plan(Updated Quarterly), Daily customer updates, Quarterly business forecasts and weekly verbal territory activity review with Sales Manager
• Listen to, provide feedback and work with Aconex global sales management
• Formal reporting will be kept to reasonable level so as to not detract from the available selling.
• Co-operates with the General Manager to identify and implement best practices throughout the company.
- Experience in dealing with CFO, CEO, Managing Director, Admin Contract Manager, and Estimating Manager.

NEC provide Unified Communications Solutions for Voice and Data customers. NEC are an international organization. They are based nationally across Australia with offices in Brisbane, Perth, Sydney & Melbourne. NECare is NEC's maintenance and support oproduct which encompasses all of NEC's billable customers. NEC's maintenance offering on voice and data services is provided through NEC but also multiple partners and vendors such as HP, Cisco, IBM and many others. This maintenance offering includes monitoring, NEC's service desk (levels 1-4), remote management and many other services for voice and data customers.
• Management of NSW & ACT Government NECare portfolio: NECare is NEC's maintenance and support product which encompasses all of NEC's billable customers. NEC's maintenance offering on voice and data services is provided through NEC but also multiple partners and vendors such as HP, Cisco, IBM and many others. This maintenance offering includes monitoring, NEC's service desk (levels 1-4), remote management and many other services for voice and data customers.
• Major Accounts: I look after the portfolio of Australian government accounts.
• Retain Existing NEC Customers: Through forecasting, territory planning and account management, the role's main requirement is to retain current customers through regular contact over the phone and face to face. Opportunities to upsell and cross sell NEC's products and services were identified through contact and conversion was facilitated through the role.
• Convert and identify new opportunities: Management of the inside sales inbox for NECare was facilitated through the role. All new and existing opportunities were qualified through the department before being provided to NEC's Channel Accounts teams or Enterprise Accounts teams. This role also included the requirement to conduct whitespace analysis on accounts and identify potential opportunities in existing NECare customers.
• Bid & Tender Management: Part of this role was to respond and manage all maintenance and services responses for my territory which ranged from pricing and articulating service offerings for each solution. I was involved in several of NEC's large successful opportunities such as Emergency Services Telecommunications Authority
• Revenue and Profitability: Grow revenue and maximise profitability as a part of monthly KPI. Manage the entire sales process involved with selling web-based planning tools and custom research solutions to new clients (e.g. prospecting, territory management, meeting scheduling, product demonstrations, multi-stakeholder business case development, objection handling, contract negotiation, etc.). Demonstrate effectiveness by consistently hitting (and exceeding) monthly, quarterly and yearly revenue targets.
• Monitor and review the operational performance of projects invested, produce quarterly analysis report.
• Manage company’s sales budget and support sales in line with budget and policies and ensure claims are received properly.
• Selling products B2B clients and increase the revenue for business.
• Generate sales with new clients in designated territory
• Taking ownership of accounts and catch up with clients on weekly basis.
• Take ownership of performance and personal development by attaching to goals, identifying obstacles and developing strategies to overcome them. Increase productivity by actively leveraging training programs, supportive managers and diverse set of smart and interesting colleagues.

Responsibilities
• Deciding on service level agreements both operationally and for contracted services
• Developing and recommending service and process improvements
• Responsible change management processes
• Oversee delivery of services and SLA management
• Coordinating the team to ensure any major incidents are managed professionally
• Building and maintaining internal and external relationships and services
• Ensure that all systems and processes in place ensure effective service delivery
• Risk and Issue Management
• Reporting on process improvements, team performance and agreed service levels
• Managing resources to meet daily delivery schedules.
• Performance reporting
• Providing guidance to subordinates on company goals and policy.
• Looking after post sale client relationships.
• Monitoring staff to ensure the prompt resolution to all client queries.
• Building strong, lasting client relationships with clients.
• Delegating tasks and responsibilities to appropriate personnel.
• Spotting new client business opportunities, by conducting key client facing meetings.
• Building up a working knowledge of clients operating environment.
• Communicating complex technical concepts to clients

Accomplishments
• During the last 12 months, managed to reduce the Average of SLA breach by 51%, by improving the quality of the IT Infrastructure provided, suggesting permanent fix and various upgrade.
• In the past 2 years have been involved in the resolution of 50+ Major Incidents avoiding Highly Impacting Service Issues, avoiding possible fines, due to technical understanding and excellent team work.
• Promoted Implementation of 60+ Permanent Remediation, to prevent recurrent issues in Client Infrastructure, by working closely with Technical Engineering teams better explaining the Customer Requirement.
• Created a new Improved Daily Report from Operational Dashboard, which previously did not provide sufficient information to understand the true status of the account. Worked closely to the Account Executive, gathered the information and metrics required to generate better and more useful Reports.

Skills Used
Cross Functional Leadership • Extraordinary Problem Solving • Client Relations Management • Performance Improvements • Great Resource Management • Client Single Point of Contact • Customer Satisfaction Champion • Advanced Technical Expertise • Excellent Time Scheduling

Working within the software services arm of Dimension Data. Responsibilities include working closely with the Solutions Sales Specialists and Account Managers to help support existing and potential licensing customers. Deliver against deadlines and pressures - to get quotes out to customers within SLA Responsible for all licensing quotes and reporting for customers Supporting the National Software Services Team Support licensing customers with their questions / issues Problem solving Sales Operations and purchasing resolve any Licensing Operational issues Oversee administrative responsibilities with licensing orders and the order/shipment of Licensing products Assist with sending monthly licensing newsletters to customers Assist with the setting up of DD Direct Assist with customer training of DD Direct Own any changes that need to be made to DD Direct, as requested by customer Testing of any new functionality added to DD Direct

Key Responsibility
This position covers all responsibilities related to Call Management functions within the DDAU Service Desk. These responsibilities are represented by the effective management, co-ordination and resolution of Incidents, Changes and Requests in accordance with Business Rules, SLA’s and KPIs.

• To log, classify, allocate and monitor all incident, problem and change requests
• To follow core process and ensure customer contractual obligations and expectations are met
• To initiate and record appropriate Escalation processes
• Comply with the Business Continuity Plan
• To accurately record detailed information in all associated tools using professional business writing
• To be punctual for all allocated shifts within a 24x7 roster - including weekends/public holidays and night shift. Understand and manage the requirements of being part of a shift operation, including but not limited to, shift hand-over, operational advice, guidance, support and escalation.

Customer Service/Provisioning

• Supervising calls to ensure that the contact centre objectives are being met.
• Monitoring consultant performance, providing feedback and conducting frequent staff and project reviews.
• Coaching & developing consultants within the Customer Service/Service Delivery Department to ensure performance targets are being met and escalations are minimised.
• Dispute mediation and resolution for any staff related issues.
• Handling escalated customer complaints.
• Generate reports facilitating the management of individual and team objectives.
• Providing relevant feedback to management on products, customer retention issues, procedures and processes.
• Create documents for Primus products.
• Training new staff on Provisioning Products.

Fibre to the Premises
• Responsible for the development and execution of processes for the roll-out of the new NBN network
• Managing the operational processes which supports the delivery of new technology, products, services, applications and systems into the operational environment
• Working with Network Operations line managers and