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Work Background
The Great Minds GroupDigital Marketing Manager
Oct. 2018Dubai, United Arab Emirates• Championed all digital marketing campaigns in 3 in-house lines of business • Achieved 6.25 million impressions through 24 campaigns, with an average CTR of 3.59% over 8 months
• Expertise in various digital marketing channels, including SEO, SEM, Social Media, Email, Mobile, and Display
• Managed social media marketing campaigns for an average of 20 in-person events and 60+ virtual events annually
• Successfully ranked key business keywords on Google SERP in the UAE, reaching positions #3, #5, and #7
The Great Minds GroupDelegate Relations Manager
Oct. 2018 - Jan. 2019Dubai
IQPC Middle EastProject Manager - LSE, Commercial & Infrastructure(Events)
Oct. 2016 - Sep. 2018United Arab Emirates• Research markets to understand the issues driving each industry, and communicate them to senior executives
• Work on a portfolio of 8-12 events in various industries, converting inbound leads into closed sales
• Manage the entire sales cycle, from prospecting to pitching to closing, and not assisting higher level reps
• Develop new clients and opportunities for business and maintain a client database using our CRM tool
• Brainstorm and share sales techniques with fellow professionals in team oriented training sessions
Branders.comAccount Manager
Mar. 2014 - Mar. 2016Philippines● Develop, nurture and grow client relationships
● Seek new business from existing and new clients
● Keeping in contact with existing customers by telephone
● Persuades customers to use sales promotional advertising items of wholesale commodity distributor
● Provide proactive creative promotion concepts in response to client briefs
● Manage orders from order placement to delivery
● Advising customers about delivery schedules and aftersales
service
● Reviews and analyzes product price requests, and price adjustment
● Authors and sends customer price quotations, price contracts, and general customer service correspondence relating to
pricing and general sales and service matters.
● Identify sales growth opportunities within existing accounts and new business
TeleTechTraining and Development Specialist
Sep. 2012 - Mar. 2014Philippines● Presents existing training materials through lecture, hands on demonstrations, supporting customer service and sales
accounts.
● Assists with the training of other classes.
● Assists as a Subject Matter Expert
● Recommends curriculum modifications or enhancements to training management.
● Assesses student performance in the classroom. Coach, deliver feedback and monitor student progress toward
performance standards.
● Delivers performance information to Training & Service Delivery Managers of the employee both during and at new hire
training, recursive and new product training.
● Stays current on internal work processes, policies and procedures.
● Updates class journal on a daily basis to keep track of class attendance, trainee’s performance and agenda progress.
● Participates and contributes to the continuous improvement of curriculum and department policies and procedures.
● Participates in both Teletech and client trainer sessions as required.
● Meet Trainer KPIs.
● Maintains knowledge on changes to client products, services, policies and procedures.
● Take escalated calls.
● Conducts power hour sessions daily.
TeleTechSenior Subject Matter Expert
Jul. 2011 - Sep. 2012Philippines● Manage Service Levels and specific metrics required by the client or the company to meet program goals, objectives and
contractual obligations.
● Report operational status to identified stakeholders on a regular basis.
● Monitor, establish and analyze performance trends.
● Proactively identify and manage risks and initiate strategies for performance improvement.
● Manage the escalation process , carry out root cause analysis, and ensure corrective and preventive measures are
identified and implemented to resolve incidents and mitigate procedural risks that may impact the business.
● Identify potential issues and risks that may affect operations and service delivery, and propose resolutions for the same.
● Provide leadership to ensure that service levels are met and that employees are performing according to standards and in
alignment with business needs and client standards.
● Manage, motivate, coach and develop direct reports.
● Monitor and analyze individual staff performance trends, analyze training needs, and initiate action plans for continuous
improvement.
● Develop potential leaders and provide proper training for the growth and development and staff.
TeleTechCustomer Service Executive
Oct. 2010 - Jul. 2011Philippines● Accommodate requests to discontinue service and reduce churn by offering solutions and/or adjustments on customer’s
service depending on the customer’s needs.
● Respond to dissatisfied customers with the expectation of retaining them by explaining what can be done for them
● Quickly engage irritated customers in discussion and do the right thing at the right time
● Provide an excellent customer service experience for customers who are considering service cancelation.
● Tackle tough technical problems and determining customers' needs
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