Ad Ops and Sales Coordinator
Yallacompare
Total years of experience :10 years, 7 Months
Lead and managed multiple teams, both onshore and offshore (Egypt and India)
Managed 30+ ad campaigns monthly to maximize revenue
Targeted, optimized and managed the performance and traffic of online ads
Collaborated with other departments to ensure sales, marketing, queries, and deliveries are handled efficiently
Ensured strict KPIs and quality standards were met
Generated daily, weekly and monthly performance and revenue reports
Analysed consumer data and potential customer identification
Helped with staff recruitment, coaching and development to drive operational performance
Motivated sales staff, handled administrative duties, and promoted customer satisfaction
Supported sales representatives and coordinated sales-related activities
Worked with Management team to ensure effective succession planning & career progression
Risk management to ensure business goals were me
Telecommunication Industry Ombudsman (TIO) (1.6 years)
Leading a dynamic team of 15+ people to manage Ombudsman complaints
Managing end to end operations and administrative functions
Liaising with sub-contractors and field supervisors on daily basis to ensure successful network rollout
Process analysis and improvement to meet strict KPIs and quality standards
Coaching and developing the team to drive operational performance
Identify improvement opportunities and raise any performance issues
Preparing and publishing performance reports for internal and external clients
Communicate to team any changes to legislation, client needs or training manuals
Provide ongoing coaching, advice and support to staff as part of their career development
Work with Management team to ensure effective succession planning & career progression is in place
Jeopardy Management to ensure business goals are met
Engaging with all stakeholders to ensure necessary checks and processes are in place to meet business goals
Assist with regular staff recruitment, interviews and administrative tasks
Managing, Leading & Developing Inbound Customer Service Teams - Onshore & offshore (50+ staff)
Handling High Call Volumes meeting SLA in a fast paced call centre environment
Managing & Responding to Customer Inquiries received via emails, letters and faxes
Scheduling Technicians to repair faults, and managing daily ticket of work
Coordinate, process and dispatch hardware- modem and phone handsets
Stakeholder engagement and dispute resolution
Business Process Analysis to identify areas of continuous improvement
Suggesting and Implementing new innovative ideas to increase customer experience & revenue
Setting team targets and strategies to meet business goals
Recruitment, training and developing new staff - Liaising with HR
Team building activities, product knowledge tests and on job training for existing staff
Monitoring & improving business processes to increase client longevity
Heading end to end projects with ability to meet deadlines and targets
Managing administrative tasks from document control to compliance and accounts
Conducting Customer Satisfaction Surveys to ensure excellent customer service
Setting priorities, scheduling training, planning and organizing team operations
Monitor Team performance and publish regular reports to all stakeholders
Conducting weekly operations meetings with all managers and supervisors to ensure business goals are met
Managing, Leading and Developing Customer Experience Team- Sales and Retention
Proven ability in Sales- Cold Calling and Warm Sales
Data Analysis to Identify client churn reason and trends
Implementing new strategies to increase customer experience and retention- Problem Solving
Contacting clients for feedback and winning them back on new contracts- Revenue Generation
Warm sales, up-sell, cross-sell and upgrade to new products and contracts
Initiating, Leading and Managing new Marketing campaigns
Increase customer retention by Resolving disputes and providing customised solutions
Setting team targets and implementing various employee incentive programs- Staff Motivation
Reporting team performance and publish results to all stakeholders
Sales and Telemarketing (1.5 years)
Cold calling business and residential customers to sell telecom and electricity products
Promoting various new products offered by the company
Making over 300 outbound calls in a day and exceeding sales targets- Consistently for 1.5 years
Answering customer queries and closing sales deals
Entering customer details into