وليد سويدي

Managerial:

Leads the team to provide a Quality Customer Support,
Assists, motivates and communicates resourcefully with his team to ensure the proper functioning of his unit as well as to deliver and contribute to achieving corporate objectives,
Participates in the screening process, recruitment and the on-going training of his unit,
Reviews and validates the individual appraisal of his supervisors.

Operational:

Plans, organizes, directs and controls his supervisors daily work and achievements,
Is the second point of escalation; assists resolving pending tickets and ensures that they are rightly distributed to the various concerned entities,
Provides accurate information to his supervisors inquiries, issues or questions,
Monitors his supervisors communication skills in addition to assessing and following-up their needs in terms of training and continuous knowledge,
Prepares statistics as well as reports to the management on a regular basis (daily, weekly and monthly) and when requested,
Reports serious anomalies and major problems when occurred; alerts and suggests appropriate resolutions to fix the inconsistencies,
Respects and applies organization approved processes and procedures,
Proposes customer service improvements.

Behavioral:

Maintains and advocates a good professional relationship with the various subscribers,
Projects a professional image of the organization,
Works efficiently under pressure,
Upholds confidentiality of information at all time.

Lead Generation
1. In partnership with the Sales Team, responsible for driving the completeness and accuracy of the contact list in salesforce.com.
2. Owner of the budget and relationships for purchased and rented lead sources.
3. Partner with members of the marketing team to create campaigns from beginning to end, including campaign planning, audience targeting, messaging, and reporting. Examples include email, direct mail, webinars, downloadable web content, events, etc.
Lead Nurturing
5. Work with sales, marketing and other stakeholders to develop lead scoring criteria within salesforce.com to validate a lead’s quality before handing it off to sales.
6. Work with marketing stakeholders to create lead nurture programs that will create greater velocity through the sales pipeline. Assist marketing stakeholders with customer contact strategies to deepen the customer relationship and increase sales opportunities and then execute on these campaigns.
Creative Development
7. Develop innovative approaches to lead generation.
8. Work with creative team to adapt messaging into compelling and effective direct response copy that fits the appropriate audience and marketing vehicle while maintaining the Precor brand and voice.
Analytics & Reporting
9. Define and report on the lead to close process, and conduct rigorous measurement of sales and marketing programs at both a macro and micro level. Analyze campaign outcomes in detail, draw insights and make data-based adjustments.
10. Produce weekly reports and monthly dashboards and analysis to demonstrate campaign progress on revenue, pipeline, awareness and market perception through reports on leads, conversion, ROI, opportunities and revenue potential.

Create a process-impelled workflow for sales or telemarketing and needs to follow-up and qualification.

Develop call scripts for telemarketer’s use with lead generation and qualification timely.

Create team compensation structure and performance metrics perfectly for presenting to the seniors.

Increase the client base so has to supervise telemarketers in persuading the customers to buy the organization’s products and services.

Interface closely with sales and marketing department as well to ensure alignment.

Use data driven examines to optimize telesales and telemarketing operations.

Maintain the follow-up procedures and laws to new clients correctly and initiating them under minimal supervision.

Maintain accurate detailed and applicable contact data in the database.

Work for increasing the sales such as calling sales prospect individuals in target industries for qualifying leads and setting up appointments for sales force directly.

Developing, training, and managing telesales or telemarketing teams for technology or software organizations.

2001 till 2011 Point of Service Beirut Manager.

.Managing a team of 23 persons: 3 Receptionists, 5 Cashiers, 1 Cashier Senior Supervisor, 14 Customer Service Representatives.
.Controlling the internal KPIs in order to achieve them.
.Receiving and helping customers with problems that need managerial Interfering and critical decisions.
Controlling the cashier activities.
Approving the global cash flow of all the 7 points of service (Beirut, Chtoura, Saida, Tripoli, Jounieh, Halba and Nabatieh)
.Preparing and sending monthly reports to the Higher Management.
. Ensuring the high quality of Service. Guarantying the respect of the procedures and their implementation.

• 1995-1998 Regency Palace Hotel Adma - Lebanon

Night Auditor & Cashier.