nidhal Wannes

• High-Value Portfolio Management: Manage a dedicated database of high-value existing
customers, executing strategic outbound calls to upsell products, generating increased sales
revenue and maximizing customer lifetime value (CLV).
• Service Excellence (Customer Obsession): Champion a customer-centric mindset,
overseeing the entire sales and after-sales process to ensure exceptional service levels at every
stage of the order cycle.
• Product Marketing & Innovation: Proactively inform clients of new product launches and
promotional offers. Ensure customer requests for samples and brochures are fulfilled
immediately to accelerate decision-making.
• Cross-Functional Collaboration: Work in close partnership with Care, Graphics, and
Collections teams to ensure client specifications are met accurate and orders are processed
efficiently.
• Stakeholder Partnership: Act as the primary liaison between the client and internal
departments to achieve the specific results expected by customers.
• Project Participation: Collaborate on product projects when required, providing frontline
customer feedback to stakeholders to refine offerings.

• Issue Resolution: Managed high-volume inbound calls, diagnosing and resolving complex
customer issues related to orders, products, and returns with a focus on first-call resolution.
• Order Management: Tracked shipments and processed returns efficiently, ensuring seamless
logistics coordination and high customer satisfaction scores (CSAT).
• Product Knowledge: Provided expert guidance on product details and inventory availability,
helping customers make informed purchasing decisions.

• Outbound Sales & Lead Conversion: Conducted aggressive outbound sales campaigns to
potential customers, effectively presenting SiriusXM packages and converting cold leads into
active subscribers.
• Target Achievement: Consistently exceeded monthly sales quotas and Key Performance
Indicators (KPIs) through persistent follow-up and persuasive communication.
• Value Selling: Utilized consultative selling techniques to explain service value and promotions,
successfully handling objections to close deals. Relationship Building: Fostered strong initial relationships with customers, ensuring high
onboarding satisfaction.