Geneva, Geneva, Switzerland
Resourceful and multilingual professional with over 12 years of experience in the BPO industry, spanning customer service, sales, people management, and administrative operations. Proven track record of leading high-performing teams, enhancing customer satisfaction, and managing cross-functional processes in banking, security, and HR sectors. Adept with tools such as Workday, Oracle ERP, MO365, and CRM platforms. Committed to continuous improvement and delivering results with integrity and professionalism
• Supported clients during the pre and post-sale process, ensuring smooth transitions and customer satisfaction. • Managed billing and contract finalization, ensuring accuracy and compliance. • Coordinated external procured services and initiated purchase requests for Opex and Capex. • Managed the approval process for purchase orders and monitored the third-party request ticketing tool for status updates. • Acted as a liaison with vendors regarding purchase orders and invoice-related issues. • Created and maintained employee profiles in Workday, including managing organizational assignments and administrative data updates.
• Monitored surveillance systems remotely and responded to security incidents by contacting police and security personnel. • Provided customer service by handling security-related inquiries and calls.
• Provide expert-level customer service, addressing complex inquiries and resolving issues through phone, email, or chat. • Guide customers through setting up and using products or services, offering detailed support and information. • Identify opportunities for cross-selling and upselling products or services, effectively increasing customer value and revenue. • Maintain detailed records of customer interactions and issues using CRM and ticketing systems, ensuring efficient follow-up and tracking. • Meet or exceed performance targets related to customer satisfaction, technical support resolution times, and cross-selling metrics.
• Develop and implement sales strategies to achieve company targets and drive revenue growth. • Build and maintain strong relationships with key clients, identifying opportunities for business expansion and cross-selling. • Analyze market trends, customer needs, and competitor activities to refine sales approaches and capitalize on market opportunities. • Lead, manage, and motivate the sales team to meet or exceed individual and team performance goals. • Monitor sales metrics and performance data, providing regular reports and forecasts to senior management.
• Lead and guide the sales team, providing direction, support, and motivation to achieve individual and team sales targets. • Set daily, weekly, and monthly sales goals and monitor progress to ensure alignment with overall business objectives. • Foster strong relationships with key clients, identifying their needs and offering tailored solutions to increase customer satisfaction and retention. • Mentor and train junior sales representatives, enhancing their skills in prospecting, negotiations, and closing deals. • Act as a liaison between the sales team and senior management, reporting on performance metrics, market trends, and customer feedback.