Sales Operations Manager
Gimpex Egypt
Total des années d'expérience :18 years, 7 Mois
• Managing the Direct sales team (Outdoor sales), Indirect sales team (Tele-sales), and Sales Support team and coordinated with the Marketing, Marcom, IT, Customer Service, Business Development, and Warehouse
• Accountable for building up the sales executives pipelines, following up on their leads, closing sales with them, and assisting them with any administrative work
• Leading and driving the sales team to achieve monthly, quarterly, & yearly zonal budgets & targets and enlisting right and effective distribution channels
• Deploying successful sales campaigns and maintaining the unique quality service standards, efficient management, and safety for all stakeholders
• Exceeding revenue objectives while continuously creating and cultivating opportunities for revenue generation in a positive and professional manner by developing and maintaining the quality business relationship with clients
• Accountable for expanding the sales force, and develop strategies to ensure the organization remains competitive
• Setting SMART targets and providing support to the sales team either direct or indirect (Telesales) to achieve the company financial targets
• Replaced all the old expensive sales activities with new ones in a new process cycle which facilitated the sales workflow and reduced cost by 36%
• Increased the company revenue by 100% (last year sales volume was 1.8 million dollars and now achieved a target of 3.5 million dollars)
• Regularly assessed that the sales, marketing, and service departments work together to deliver seamless customer service
• Managed or led a 28 members team of first and second line support teams, workforce & intraday teams, quality & process management teams, business development team, and training & communication team
• Responsible for developing or updating customer service policies and procedures while coordinated with the Marketing, Retention, IT & Helpdesk, Sales, and Business Development (commercial) team
• Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews
• Identified solutions, systems and processes to deliver the critical operational plans and managed dealing with different vendors
• Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; and analyzing information & applications
• Created the customer care department from scratch and conducted the orientation customer care training to CS team members to optimize performance
• Dealt with escalated complaints and investigating and solved the complex and long-standing issues
• Promoted to be the sales operations manager in the most important sector of the company (the automation sector)
• Managed the customer experience approach and the end to end cycle for the corporate customers/ services and handled the three disciplines to improve customer experiences: customer loyalty management, customer relationship management, and customer value management
• Led Egyptian market technological innovation by utilizing Etisalat strategy to become an Employer of Choice
• Resolved issues mentioned in the outbound calls; reduced average handling time of calls in the call center
• Managed User Acceptance Test Team (UAT) to review products, services, and promotions before launching to make sure they match company policies
• Ensured that the product cycles meet the project launch timelines and managed the overall customer satisfaction and revenue churn targets across different customer segment
• Increased sales by 20% after applying the new methodology and reduced SLA by 15%
• Boosted success rate of UAT up to 98% and reduced the complaint rate by 5%
• Best employee award among the corporate supervisors
Acted as primary point of contact with large corporate sales team and top corporate accounts, handled day-to-day interactions and solved any problem related to any company account
• Exceeded expectations and assured satisfaction by implementing superior Customer Service quality standards for corporate segments
• Facilitated flow of work and ensured maximum service to the corporate customer by coordinating between department sections, prioritized multiple tasks to establish and meet deadlines
• Managed and grew positive customer relationships for corporate segments
• Maintained high level of coordination that enabled communication, increased productivity between various sections
• Ensured that department policies and procedures were adhered to.
Served as primary point of contact with large corporate sales team and top corporate accounts, oversaw daily interactions and resolved any account issues, organized flow of work between departments and ensured maximum service to the corporate customer
• Prioritized and performed multiple tasks, established and met deadlines, managed ongoing customer relationships, achieved targeted monthly collection percentage through conducting successful outbound collection calls and accurate follow up
• Accomplished corporate departmental goal of decreasing bad debts to the monthly-targeted percentages, assured sending monthly collection deferral forms to the corporate sales team.
Central contact between top corporate accounts and corporate sales team, achieved targeted monthly collection percentage through outbound collection calls and accurate follow up
• Decreased bad debts to monthly-targeted percentages, ensured sending monthly collection deferral forms to corporate sales team
• Performed consistent, superior customer service to wide range of accounts
MBA in marketing from Arab Academy for Science & Technology
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