International Customer Service & Sales Department Manager
OTIS Elevator (Elevators Manufacturing Center)
مجموع سنوات الخبرة :13 years, 2 أشهر
- Spearheaded a fast-paced Customer Service & Sales Department for new equipment with sales volume over €400M and discount agreement over €90M.
- Managed a team of 8 Customer Representatives and 4 Key Account Managers for sales companies in 60 countries
- Created a new Sales Department and Implemented a new strategy to handle Major projects resulting in a 15% increase in bookings by 2021
- Implemented training to ensure effective workflow throughout the contract lifecycle, unifying sales support approaches and improving employee satisfaction rates by 12%
- Collaborated with 6+ departments, including aftersales, finance, and supply chain to share information and boost effectiveness
Managed and sales complex projects for key account clients for maintenance and modernization activities. Through my strong and proactive presence in the field defended and developed the OTIS fleet while ensuring customer loyalty
and satisfaction.
• Successfully developed 50+ profitable accounts, which improved client satisfaction, retention, and loyalty while
increasing revenue by 35%
• Collaborated with team to quickly resolve customer complaints with appropriate action.
• Created new business opportunities through tender bids, referrals, cross-selling, industry networking, and trade show
attendance. Directly managed all bid preparations and contract negotiations
• Supervised, managed, and facilitated job duties to 5 teams of installers and maintainers while simultaneously
generating new accounts, maintaining existing accounts, and addressing customer concerns
- Managed a frame-agreement portfolio of over €6M in annual revenue for 10 different key Customers (Multiservice & Facility Management companies)
- Developed and implemented account strategies that resulted in increased market share within the region by 15%
- Managed and oversaw 5 sales representatives
- Created and Managed a private transport company
- Reached a revenue of 450K€ per year
- Managed 8 drivers and a 10-vehicles fleet
- Managed partnerships with 4 major booking platforms and developed 6 private subcontracts.
- Managed 35+ monthly clients, shared insights, and identified potential revenue opportunities
- Exceeded membership targets by 28% via creative networking techniques, keeping the customer experience the priority
- Facilited as a liaison between 4 départements to complete projects and to reach customer satisfaction
- Served as point of contact for customer resolution, successfully de-escalating 50% of issues without management involvement
Apprenticeship as a Marketing Project Leader at MIELE Professional
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