Business Sales Support Manager
Etisalat
مجموع سنوات الخبرة :16 years, 7 أشهر
Dealing with Enterprise and Top 200 customers for executing the requests.
Manages daily activities of the operational sales support function.
Initiates and tracks orders to completion by dealing with different Operational /Technical team as required.
Ensures that project/department milestones/goals are met
Analyze business processes and effect changes to meet or exceed customer requirements.
Effectively coordinating with the Service Delivery team for executing requests/projects on time.
Attend promptly to the non-compliance identified by auditors.
Performing multitasks, meet deadlines and work on time sensitive material.
Customer Management
* Accountable for their client's overall customer satisfaction.
* Responsible for timely project completion, issue identification/resolution, and customer delivery.
* Ensures clients clearly understand status of project throughout all phases; including outstanding,
pending and completed tasks.
* Remote support for all customer inquiries and tickets.
* Attend project meetings/conference calls.
* Establish relationships with clients and follow-up on sales initiatives as needed.
* Receive and screen mail, phone and email communications.
* Provide daily updates and correspondence with excellent customer service skills to internal &
external customers including support for the Sales Manager.
* Act as the key contact for clients, sales and other staff groups by understanding the client’s needs
and communicating those needs
Project Management
* Ensuring all aspects related to the project; planning, monitoring and reporting are successfully
completed throughout the duration of the project
* Project Setup and Implementation, including:
* Create records to track project progress.
* Create and manage project spreadsheets.
* Collects and records documentation including customer set-up documents and implementation
related information.
* Schedule and confirm all project dates.
* Performs daily project tracking including resource management, equipment tracking and
workflow supervision of multiple projects.
* Creates and executes project work plans and revises when appropriate to meet changing needs
and requirements.
* Summarizes progress of project and prepares interim and project completion reports.
* Interact well with both IT associates and business partners in resolving operational issues.
IT Coordination
* Communicating with IT department when a technical functionality error encountered in CRM and
following up until the bug is fixed.
* Reporting incidents and request for change (RFC) if required, after getting approval from senior
manager.
* Following up and escalating the issues regarding the pending RFC, through the line managers.
* Liaising with IT department during the UAT of new or existing CRM.
* Maintaining records of incidents and changes done in CRM.
* Creating or modifying the standard operating procedure (SOP) if required.
* Educating the internal users about the new change and procedure to be followed
* Getting approval from senior manager and ensuring access rights and privileges are provided to the
new joiners or existing internal users as per the job requirement.
3
Training
* Training colleagues and new joiners to impart them detailed knowledge of Etisalat Services and
Products, automated request processing using MS Dynamics
Handling installation / service provisioning of IPVPN, Internet Leased Line, Managed Services, Projects, and
Mobile Solutions etc.
Dealing with government and high profiled customers (SME customers) and processing their bulk/individual
requests.
Adherence to department quality standards ISO 9001:2008.
Following up with customers during all stages, right from receiving, processing until the completion of
requests.
Delivering valuable support to the Complaints Department Team and coordinating with different
departments for resolving customer complaints.
Coordinating with Account Manager / Sales Manager for meeting customers’ needs by providing the most
appropriate products / services to them; managing the sales activities by assisting Account Manager and Pre-
Sales Manager.
Carrying out the work in compliance with company policies, procedures and core values namely Innovation,
Openness, Quality and Commitment.
Preparing & submitting weekly schedules and preparing daily activity report, monthly activity report &
migration reports, project or request status reports.
Store Management
Maintaining the entire stock of Etisalat Products, ensuing their timely delivery to the customers, and
hence ensuring business continuity.
Communicating with the main store manager while ordering new devices, device replacement and
sending unsold devices back to the main store.
IT Coordination
Communicating with IT department when a technical functionality error encountered in CRM and
following up until the bug is fixed.
Coordinating with IT department during UAT in existing CRM or the new ones.
Training
Creating training presentations, tutorials, instructor and student guides and lesson plans in multiple
media and instructor lead formats suitable to course audience.
Provide effective training to colleagues and new joiners regarding Etisalat Services and Products
Have first call resolution as the first level of contact for customer service inquiries and technology problems
for internet and E-vision subscribers.
Involved in supporting FTTH connected customers.
Troubleshoot routers, PC and laptops, etisalat modems & USBs and liaised with Etisalat Technicians to
resolve problems.
Delivered back-office support including processing fax & email requests from customers.
Assists customers in resolving data related issues with complex provisioning, home networking, email and
static IP issues and other inquiries.
Provides quality customer services and ensures customers understand operating requirements of all
products.
Interpret, diagnose and troubleshoot technical issues involving Etisalat products and services.
Identify other products and services for existing customers by maximizing their education on our products
and ensures revenue goal is met
(
courses: ITIL Foundation 2011 (ID: GR750430120SS) PRINCE2 Foundation (ID: GR656028633SS) Microsoft Certified System Engineer - MCSE (ID: 6237019) on Microsoft Windows Server 2003 TRAINING Completed Project Management - PMP Preparation Course (CPM001 PMBOK – 5th Edition) training programme Certificate of Post Graduate Diploma