Sales Manager
Alshaya Group
Total years of experience :17 years, 11 Months
SALES MANAGER -Alshaya Group Abu Dhabi
· Prepared annual sales budgets based on quarterly and annual goals
· Successfully managed the operational and controllable costs that impacted the stores bottom line
· Lead Team of Interior designers, improve home appointment leads, monitor and guide through the design process and complete designs and layout within SLA and closing deals with utmost customer’s satisfaction.
· Coordinated with Hospitalities groups and secure businesses by taking the lead to source products and deliver on time.
· Executed the reorganization of the stores' centralized customer service office for increased productivity
· Analyze present sales figures and perform market analysis to determine trends and customer preferences
· Regularly review the sales and operational performances, develop, Implement and control KPI's
· Manage day-to-day staffing and handled scheduling for all store employees
· Responsible for recruitment of all staff including sales, stockroom, inventory control, and customer service.
· Coach and train Sales team member in applying effective sales techniques and delivering top-notch customer service
· Consistently met and exceeded all monthly and yearly sales performance goals
· Established strong relationships with associates from the Corporate Office, Warehouse and Delivery Service.
· Resolve customer complaints in a timely and fair manner with satisfaction and focus of retaining their business
· Review store visual standards as per checklist and ensure the store looks pristine and meets brand standards.
· Conducted staff development plan to help employees achieve growth within job roles
· Supervised and managed a team of 15 Customer care representatives and oversee thirty-two home delivery drivers and installers in providing excellent customer home delivery services
· Prepared daily KPIs and service reports to assist business leaders with key decision making and strategic operational planning
· Regularly review the home delivery process and develop, Implement and control KPI's
· Quickly resolved issues using listening skill and offering solutions which aided in building rapport and relationships with clients
· Codified office structures and processes to promote teamwork and performance
· Coached team members to deliver hospitable, professional service while adhering to set service models
· Supervised day-to-day customer service operations to provide staff with guidance and drive productivity
· Critically monitored customer service operations to assess agent performance and provide evaluations and feedback
· Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction
· Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
· Kept financial records accurate, current and compliant by monitoring records and addressing variances
· Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
· Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
· Monitored testing processes, including test development and user acceptance testing
· Oversaw on boarding and training of new employees to promote qualified and well-coordinated quality assurance team
· Provided development team with insights and recommendations on web designing and hosting usability and functionality by reviewing and analyzing internal data
· Established and tracked quality department goals and objectives
· Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction
· Monitored staff organization and suggested improvements to daily functionality
· Recorded, analyzed and distributed statistical information
· Applied coaching techniques and tools to support managers and team members in improving performance
· Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
· Prepared references for users by writing clear operating instructions
· Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve various technical issue
· Led support team as level-three supervisor providing assistance to average of 50-60 users globally in 24/7 support environment
· Analyzed hardware and software issues to identify troubleshooting methods needed for quick remediation
· Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
· Configured hardware, devices and software to set up work stations for employees
· Removed malware, ransomware and other threats from laptops and desktop systems
· Increased sales by educating prospects on benefits of products and services in comparison to competitors
· Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions
· Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
-
-
-
courses: Associate of Arts: Liberal Arts and General Studies
