DIVISION SALES MANAGER
AVON COSMETICS COMPANY
Total years of experience :14 years, 8 Months
Build the north business from a scratch
Developp, propose and execute regional plans and objectives in term of market sales, share of market..
Lead, guide and motivate field forces to ensure the sustainable delivery of sales target, KPI's and busines building activities.
Developp the sales team through on job coaching and manage individual and team performance
Lead the training on identified skills and knowledge gaps insuring the learning are applied on the job
Weekly and monthly review to measure the performance against plan and identify the issues and opportunities in order to ensure a continuous improvement of the field forces
Maintain contact with all clients and ensure high level of client satisfaction
I managed the offline business, BtoB customers for UK, Ireland, NL, CH, It and benelux sales
Taking orders from sales with 3 main objectives :
Reduce the backlog, waiting time for customer
Reduce the errors ( Cost impact)
Increase the close rate ( Revenue)
I have managed all the claims ( Missing, wrong, damage and return) for EMEA hotline Model with main objectives to reduce the waiting time; to optimize the cost ( replacement, parts, etc...) and increase the custmer satisfaction feedback.
Raise a refund and credit for customers
Handle all VAT queries
Escalade all fraud and non compliant cases
Coach and mentor the new hire during their ramp up.
Train the team on a job gaps
Data analysis
Audit call and mails
Provide a performance feedback after the coaching session
Cross functionnal meeting with other departement to improve the quality of Dell Service
Work on process and their implementation
Set the coaching plan with the quality manager and the service manager
Handling all customer care requests ( missing wong damage and return )
Single point of contact for Dell finances services handling all complex accounting cases for home and small business.
Fix all escalation ( cases with ageing to resolve them with interacting with other departement: Tech suppot, finance, factory, delivery, carrier etc...)
Audit des calls outbound and inbound
A weekly reporting to the quality manager
KSI reporting to operations managers
A back up of Quality manager during his absence