Report to the Singapore-based Marketing Director.Entrusted with the responsibility of building and leading a team of 16 telesales agentsOversee the daily operations of Telesales representatives from two locations: KL and JBDrive sales through leadership, coaching and development of the Telesales agentsProposed and implemented customer onboarding program - ad-hoc with existing telesalesDevelop & execute dialer call strategy to optimize and maximize contacts to drive salesPrepare, evaluate, and manage day to day operations using data, reports and programs to maximize performance resultsTrain and retrain develop and motivate Telesales agentsSit in for weekly and monthly performance review with regional stakeholderImplemented a new telesales's SOP - Sales Process and Process flow - CRM for telesales Dept for Cartrack Malaysia

Managing a team of 60 CSEs and four Team Leaders, including monthly training (refresher) and work schedule preparation. To provide adequate manpower planning 24 hours a day, seven days a weekAssist with the creation of QA guidelines and new hire training modules.Create compensation plans for Telemarketing agents and Team Leaders.Involved in new recruit training, role-playing, and identifying specific benefits and buying signals.Coaching and advising team leaders on how to conduct more effective weak-performer coaching.Conduct bi-weekly call calibrations with my team leaders to help them identify strengths and weaknesses in a call to better help them to perform effective coaching.Responsible for Business Development initiatives like trying to secure new project and all aspects of Contact Center Operations and maintaining profitability for all projects. Achievements: • Oversaw RM1.1 million in invoicing for the Astro on Demand programme for a year. Due to a higher conversion rate than the Astro in-house team, successfully secure a 12-month extension on the Astro project

Leverage consultative selling approach to build relationships across target market, develop marketing strategy, and implement training program to on-board new hires and create consistent methods across sales teams.Recruited, trained and mentored a highly versatile team of 12 employees with inside and outside sales functions.Brought forth transformative change and improved the culture of a struggling team that failed to meet budget specifications within 2 years. Utilized only 40% of allocated budget to meet company goal.Increased overall sales by 25% in less than 2 years through the implementation of strategic marketing campaigns, which were supported by student agencies and directly contributed to sales growth.Devised and facilitated multiple training programs to increase technical knowledge and sales skills of team members.Managed and handled logistics for over 150 large-group of outstation students and teachers for campus visitExpanded sales revenue 25% through digital marketing campaigns and brandingSuccessfully launched a new website and through digital marketing campaigns increased Instagram Facebook and Twitter to over 12000 followersLed move from Salesforce.com to Claritas CRM >> reducing departmental spend and increasing workflow efficiency/AE adoption rate

Responsible for directing the activities of the Customer Service, Telemarketing/Lead Generation and Appointment Setting Departments for 1 of the largest University in Malaysia. Duties included; meeting/exceeding sales goals, ensuring customer care delivery metrics, staff recruiting, new hire/refresher training, performance reviews, payroll, budget and monitoring the line management.Successfully created and delivered a Call Monitoring Program that increased the amount of leads generated by 73% for the Outbound Telemarketing Agents.Established and implemented management performance initiatives that resulted in creating new operating metrics for the Telemarketing Department.Improved the operating ACD metrics for the Inbound Customer Service Agents to capture 95% of all calls within 30 seconds. This accomplishment is the best in company history.Designed, produced and implemented the first Sales Training Module in the history of the company as I was headhunted for setting up this departmentContributed 20% of students enrollments across 6 branches in Malaysia

Responsible for the day-to-day operation of twenty supervisors and 250 sales representativesDeveloped and maintained courteous and effective working relationships.Worked flexible hours; night, weekend, and holiday shifts.Managed multiple concurrent campaigns and allocated marketer resources to meet client goals andprojectionsRecruited, trained and developed supervisors and sales representatives to exceed office and employeesales goalsOperated numerous call center dialing systems to maximize contact ratios and salesMonitored software and back-end sales trackers, nuisance reports, performance reports and payrollWeekly and monthly meetings with the vice president and clients for performance, goals and budgetsfor all the campaignsClientele – Astro , DiGi , Allianz , MBF , ACE Synergy , CIMB

Carried out day-day-day duties accurately and efficiently.Prepared a variety of different written communications, reports and documents to ensure smoothoperations.Responsibility for the sales process from the initial point of contact (lead generation), presentations,proposals, through contract negotiations and execution.Meet/exceed minimum quarterly and annual sales objectives.Work closely with the operational and teleservices teams, utilize relationships to ensure that productimplementation schedules are met.Facilitate strategic partners' resources to assist in the sales process.Engage, equip, and lead all sales channels (including distribution partners) with appropriate training,tools, and strategy development for Mortgage products/services.Coached employees in successful selling methods and encouraged cross-selling to drive revenue.

Coached employees in successful selling methods and encouraged cross-selling to drive revenue.Recruited, interviewed and hired individuals adding value, dedication and knowledge to sales team.Responsibility for the sales process from the initial point of contact (lead generation), presentations,proposals, through contract negotiations and execution.Meet/exceed minimum quarterly and annual sales objectives.Attended sales training camp and brought best practices leadership back to company.Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.Developed and implemented comprehensive salesperson training program.Assist and support bank management in delivering customer servicesTeam Leader ( June 2004 - Apr 2006)Built strong relationships with customers through positive attitude and attentive response.Mentored and guided team members to foster proper completion of assigned duties.Conducted training and mentored team members to promote productivity, accuracy and commitment tofriendly service.Partnered with managers to identify and capitalize on sales trends and brand initiatives.