Sofiane Labed

As a Sales Team Lead, I manage and guide a high-performing team to achieve ambitious results through strategic leadership and data-driven approaches. I develop and implement effective sales strategies, coach and mentor team members in closing and negotiation skills, and oversee key client relationships. Passionate about empowering my team, I focus on fostering a culture of excellence and delivering outstanding customer experiences while consistently exceeding sales targets.

• Led and mentored a team of 5 sales representatives, consistently surpassing revenue goals.
• Increased quarterly team revenue by 30% through targeted coaching and optimized pipeline
management.
• Managed strategic client relationships, negotiated high-value contracts, and expanded key accounts.
• Implemented structured sales training on prospecting, objection handling, and closing techniques.
• Streamlined CRM workflows and reporting dashboards using Salesforce to improve visibility and
efficiency.

As a Senior Regional Manager in Customer Retention, I lead a high-performing team to consistently exceed retention targets. I drive customer satisfaction through quality coaching, improved service processes, and data-driven strategies. I’ve designed training programs that boost team efficiency, led customer engagement campaigns that increase revenue and strengthen relationships, and launched reactivation campaigns that bring back inactive customers. Passionate about empowering my team, I focus on excellence and delivering

• Led team of 54 operator to reduce churn and strengthen customer loyalty
• Led account recovery campaigns that successfully reactivated 22% of inactive customers.
• successfully maintained a customer retention rate above 85% by improving our proactive support
strategies.
• Collaborated with technical teams to deliver tailored solutions, increasing overall customer
satisfaction.

As a Technical Support Team Lead, I supervised a team of 5 specialists and ensured smooth daily operations by organizing tasks and monitoring workflow. I provided guidance on complex technical cases, introduced process improvements to enhance efficiency and reduce errors, and helped maintain a productive and positive team environment. I was also responsible for training new team members, overseeing their development with the tools and systems used, and preparing regular performance and service-level reports for management.

• Supervised a team of 5 technical support specialists, ensuring SLA compliance.
• Managed escalation of complex technical issues, maintaining high client satisfaction.
• Introduced operational improvements reducing errors and increasing service efficiency.
• Trained new employees on CRM systems, troubleshooting, and service standards.
• Produced performance analytics reports for senior management.