Telecommunication

Key Responsibilities: My Portfolios: Enterprise Sales and Carrier Data Sales1) Optimise results from on-going assessment with the objective of creating client loyalty and guaranteeing future sales;2) Compare competitor services in the market3) Analysis of the client’s profitability so as to implement appropriate sales actions;4) The ability to engage on a consultative selling and business solution crafting approach;5) Secure, develop and maintain client relationships and become a strategic partner with assigned accounts by consulting with a high degree of industry expertise and knowledge, raising the level of contact and staying visible within the account;6) Expand our market share of wallet within assigned accounts by developing and following specific account plans and by providing customers with creative and mutually beneficial proposals and ideas; 7) The ability to negotiate with and sell to senior-level executives, management and staff within the assigned accounts;8) Assist with the preparation of contractual agreements and ensure terms are adhered to;9) Effectively solve problems and manage risk to ensure achievement of targets;10) Prepare presentations, proposals, account plans, contact reports as necessary;11) Evaluate and document partnerships, ensuring all activity is recorded accurately on the CRM Tool SFDC;12) Provide reports and analysis to General Manager, Senior Managers and Key Account Manager within my Portfolios13) One on One session with Sales Key Account Managers every Quarter regarding their In Contract Percentage(performance) 14) Ensuring that a close relationship is built with an understanding of the client’s business environment – achieved via existing experience, industry exposure and research.15) Impact analyses for Enterprise and Carrier Base

Key Responsibilities• Real time interaction with operational management in Technical Support to ensure efficient operations of all inbound and outbound customer contacts within: Technical Support 1st Line (Inbound) Technical Support 2nd Line( Outbound) Channel Partner Help desk(Technical queries/Billing/ Mid-Market help desk(Sales & Leads/Channel Managers/Channel Partners) Small Enterprise Business(Channel Partner Support) Field Service Technicians WiMAX Support(Wireless Support) Executive Escalations • Leading and managing a team of Supervisors/Technicians/Consultants/Administrators• Manage Supervisor’s by means of assessments, career/skills development, address HR issues, vest & launch recruits, manage & coach teams, hours delivered, briefing, readiness & culture • Total performance management, monitoring and driving team targets• To coordinate the activities of the Supervisor’s/Technicians & Agents to ensure that staff performance is monitored on a daily basis• Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning.• Quality management/improvement through service evaluations weekly • Provide coaching and feedback to Supervisors weekly • Set key performance indicators for Supervisor/Technicians and Agents and review performance according to KPI’s with Call Centre Manager on a regular basis• Call Centre Weekly Performance Presentation to the Head of Service Assurance and Network Operations(Neotel)• Liaise daily with Workforce Management team to ensure effective resource planning.• Compilation, development and maintenance of descriptive and statistical reporting on a daily, weekly and monthly basis• Strong internal and external relationship building• Ensure escalations processes are maintained and implementation of new processes to insure efficient service to customers

Key Responsibilities• Real time interaction with operational management in Technical Support to ensure efficient operations of all inbound and outbound customer contacts within: Technical Support 1st Line (Inbound) Technical Support 2nd Line( Outbound) Channel Partner Help desk(Technical queries/Billing/ Mid-Market help desk(Sales & Leads/Channel Managers/Channel Partners) Small Enterprise Business(Channel Partner Support) Field Service Technicians WiMAX Support(Wireless Support) Executive Escalations • Leading and managing a team of Supervisors/Technicians/Consultants/Administrators• Manage Supervisor’s by means of assessments, career/skills development, address HR issues, vest & launch recruits, manage & coach teams, hours delivered, briefing, readiness & culture • Total performance management, monitoring and driving team targets• To coordinate the activities of the Supervisor’s/Technicians & Agents to ensure that staff performance is monitored on a daily basis• Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning.• Quality management/improvement through service evaluations weekly • Provide coaching and feedback to Supervisors weekly • Set key performance indicators for Supervisor/Technicians and Agents and review performance according to KPI’s with Call Centre Manager on a regular basis• Call Centre Weekly Performance Presentation to the Head of Service Assurance and Network Operations(Neotel)• Liaise daily with Workforce Management team to ensure effective resource planning.

• Manage Sales Campaigns and Reports daily to General Manager• Working closely with the Operations Manager to prospect, pitch & close new business. • Gaining a strong knowledge and understanding of a clients' brand and products. • Organising weekly team meetings with staff, General Managers and senior managers. • Involved in the day to day management of clients. • Participation in team building and sales training events. • Address client concerns and ensure the resolution of issues in a timely manner. • Oversee existing campaigns to grow key accounts. • Retain accounts through the development of strong relationships with key decision makers. • Real time interaction with operational management in the contact centre and to ensure efficient operations of all inbound and outbound customer contacts within:o Customer Registration and Installationo Customer Activationo Subscription Managemento Management of Sales Campaigns (TopHindu and Blue Label)o Finance & Administration serviceso Commercial Customerso VIP Customers Manage real time Agent scheduling by activity for optimal performance