Lionel Graham

• Managed media relations, corporate communications, and brand messaging across digital and offline channels.
• Executed social media strategies to drive brand visibility, engagement, and inbound B2B inquiries.
• Developed marketing content and campaigns for partner brands including RB Dubai Chocolates, Ulker, Twix, Snickers, Bertini, Intensa, Aseela, Icy Dreams, Tulip and many other national and international brands.
• Supported brand promotions across major retailers such as Carrefour, Lulu, Al Meera,
Monoprix, Grand Hypermarket, Ansar Gallery and many other big and small markets.
• Served as primary point of contact for key clients, retail partners, suppliers, and stakeholders,
ensuring satisfaction and retention.
• Owned key account management and client retention strategies, increasing lifetime value
through up-selling and cross-selling.
• Partnered with sales and leadership teams to create client-facing proposals, presentations, and
brand materials supporting deal closures.
• Coordinated press releases, campaigns, product launches, and corporate events to strengthen
FMCG brand positioning.
• Managed operational logistics including delivery scheduling (15-20 daily), fleet coordination,
vendor management, and document control.
• Maintained accurate CRM records and monitored brand sentiment, client feedback, and
engagement metrics.
• Provided IT and Technical Support, including system troubleshooting, digital tool optimization,
CRM management, workflow automation, and ensuring smooth technical operations across
teams.

• Managed SaaS implementation for 120+ companies quarterly across USA and Canada, ensuring seamless on-boarding and user adoption.
• Increased client satisfaction by 25% via proactive engagement and personalized training.
• Streamlined on-boarding workflows, reducing time-to-value by 30%.
• Drove 25-45% growth through up-selling, renewals, and cross-sell strategies.
• Collaborated with cross-functional teams (BI, Billing, Support) to enhance client outcomes.
• Delivered global training on on-boarding and support processes, standardizing delivery across
markets.
• Provided ongoing IT and Technical Support for fleet and freight tracking systems, including GPS
troubleshooting, telematics configuration, user access management, system diagnostics, and
workflow optimization to ensure real-time visibility, operational efficiency, and uninterrupted
fleet performance.
• Specialized in Fleet Management Systems, Telematics, GPS Tracking, Delivery & Freight Tracking, Logistics Coordination, and Documentation Control, ensuring real-time operational visibility, compliance, and efficient fleet performance.

• Increased retail sales by 20% through targeted marketing campaigns, customer engagement
initiatives, lead generation, and effective pipeline management.
• Developed and executed in-store promotional activities, cross-selling programs, and sales
strategies, consistently achieving 100% sales targets while independently managing the full
sales cycle.
• Identified and pursued new business opportunities through market research, strategic
networking, territorial knowledge, and regional market analysis.
• Built and maintained strong B2B and B2C relationships using existing compoany databases,
relationship-building expertise, and multilingual communication skills to enhance customer
loyalty and retention.
• Managed client accounts, inquiries, quotations, proposals, and negotiations, ensuring high
levels of customer satisfaction and long-term business growth.
• Coordinated marketing, promotional, public relations, and brand awareness campaigns across
digital and traditional channels, leveraging strong digital fluency and technology-driven sales
practices.
• Prepared sales reports, business presentations, CRM records, and customer databases while
utilizing HR domain knowledge to support recruitment-related sales initiatives, stakeholder
engagement, and business development activities.

• Managed product catalog and SKU listings for the platform, ensuring accurate product
descriptions, pricing, inventory updates, and listings across digital channels.
• Oversaw product listing management, database maintenance, and inventory coordination with
warehouse and procurement teams. As documentation controller, maintaining accurate
operational records and compliance with internal processes.
• Coordinated supply chain and logistics operations including order processing, shipment
tracking, and delivery scheduling.
• Managed international courier partnerships and billing with Royal Mail, BoxBerry, UPS, and
other global logistics providers.

• Delivered outstanding front-line customer service, maintaining 95-100% CSAT.
• Handled escalations and complex issues, improving resolution times by 20%.
• Led service center teams during shifts, ensuring compliance and operational excellence.
• Exceeded sales targets through consultative up-selling and client retention strategies.
• Managed walk-in customer interactions at the service center, providing support for account
management, service activation, billing inquiries, device troubleshooting, and product recommendations while maintaining service quality standards.
• Processed customer requests and transactions in accordance with company policies, ensuring
accurate documentation, complaint resolution, service fulfillment, and a seamless customer
experience across multiple service channels.

Making daily details of all sales done & uploading all the sales.
•Training the new agents & make sure that they are doing their work properly.
•Managing all their reports etc.
•Maintains the work structure by updating job requirements and job descriptions for all positions.
•Maintains human resource staff by recruiting, selecting, orienting, and training employees.
•Maintains organization staff by establishing a recruiting, testing, and interviewing program; counseling managers on candidate selection; conducting and analyzing exit interviews; recommending changes.
•Prepares employees for assignments by establishing and conducting orientation and training programs.
•Ensures planning, monitoring, and appraisal of employee work results.
•Coaching and discipline employees, scheduling management conferences with employees, hearing and resolving employee concerns; counseling employees and supervisors.
•Training the CSRs and providing product knowledge.
•Dealing with clients (online too).
•Making Sales Reports.
•Verification of all sales done by all CSRs.
•Quality Control (Q.C).
•Maintains employee benefits programs and informs employees of benefits.
•Maintains management guidelines by preparing, updating, and recommending human resource policies and procedures.
•Maintains historical human resource records and keeping past and current records.
•Contributes to team effort by accomplishing related results as needed.
•Preparing appropriate documentation and processes necessary paperwork.