FAYIZ ALI
Dubai
Summary
Experienced team lead with strengths in sales, customer service and people management with an interest in building the most effective work force possible. Highly effective in incorporating creative leadership skills to achieve business objectives. I'm well versed in negotiations, planning & development. Excellent reputation in relationship management, resolving problems and improving customer satisfaction.
Overview
17
17
years of professional experience
Work History
Team Leader , Sales Operations
Mokalamah (Etisalat Business Channel Partner)
Dubai, UAE
05.2023 - Current
- Monitored sales performance, reporting on conversion and churn rates to identify areas of improvement.
- Recruited and mentored high-performing sales team.
- Maintained ownership of sales pipeline, sourcing and developing new business opportunities to drive sales.
- Optimised sales methods to best engage, acquire and retain customers.
- Motivated team members to exceed established sales targets, creating incentives to increase morale.
- Maximised sales opportunities by communicating product value proposition and selling points.
- Identified gaps in training to effectively plan and provide coaching opportunities to staff members.
- Performed cold-calling and follow-ups with leads to secure new revenue.
Team Lead – U.S Sales Process
Lotus Interworks Inc (Simplia)
Kerala
02.2020 - 05.2022
- Induction and training new joiners in terms of product and work-related tools
- Monitoring, coaching and mentoring team members and provide appropriate feedback and assist with skills and techniques that best suit individual needs and is easy to incorporate
- Maintain Tracker : Staff Attendance, Leaves (Casual Leaves / Comp Off’s / Holidays), Adherence , FLUP Pipeline , KPI Trackers Etc.
- Identify operational issues, devised goals and staff issues and plans to address real time
- Responsible for the preparation, documentation, and analysis of management information of key performance indicators to ensure targets set by the business area are met
- Operated as a Subject Matter Expert (SME) and escalation point of issues resolution and customer escalations
- Managed effective internal and external client relationship within a defined area of responsibility.
Key Accounts Manager
Smart World (Etisalat SMB Premium Channel Partner)
Dubai
09.2017 - 07.2018
- Effective handling of Key accounts and taking care of entire range of telecom requirements across all data & voice solutions there by ensuring set profit target is met
- Handle day-to-day customer management operations and provides timely resolution to client issues and complaints
- Regular interaction with the client and take account of any changes in customer needs and is responsible for practicing effective relationship management, especially for clients requiring solutions
- Responsible for identifying & developing leads from new & existing accounts, coordinating first kick-off meetings, reviewing customer requirements, identifying company capabilities for designing resolution
- Fetch and upload vital business details along with appropriate documents on to the CRM tool and effectively follow up with internal teams to ensure service requirement is fulfilled with in the agreed SLA.
Officer Sales
Etisalat
Ajman
02.2013 - 07.2017
- Guiding sales team in attaining program level targets as per operational requirement
- Assisting team members in improving their skills and gaps through effective briefing , coaching and trainings
- Inspiring and motivating staffs with innovative ideas and goals
- Staff call evaluations to ensure quality of service
- Analyzing and creating reports on team based achievements and targets
- Process expert,incharge of evaluating all call transaction errors marked by QA and raising disputes if applicable within agreed set SLA
- Preparing product modules & scripts for staff, based on campaign objectives for ease of pitch and achievement
- Maintaining periodicals and records for internal /external audits
- Performing cost- benefit and needs analysis of existing/potential customers to meet their needs.
Tech Support Associate / Sales Coordinator
Etisalat
Ajman
06.2008 - 02.2013
- Presenting, promoting and selling Etisalat products/services using solid arguments to existing and prospective customers
- Establish, develop and maintain positive business and customer relationships
- Handling technical issues, probe and troubleshoot to find the root cause and follow corrective steps to help fix issues
- Escalate fault to technicians in the region by generating service order request in CRM
- Effectively follow up complaints and ensure issue is resolved within the agreed SLA
- Expedite the resolution of customer problems and complaints to maximize satisfaction
- Achieve agreed upon sales targets and outcomes within the schedule.
Customer Service Representative
IBM Daksh
Bengaluru
07.2007 - 02.2008
- Handling Australian process for True Energy – A leading Electricity and Gas provider
- Generating overdue reports and intimating subscribers on default status
- Helping effected customers with complaints by coordinating with concerned teams in resolving their issues within speculated time
- Confirming and updating of appropriate connectivity details in system so as to ensure uninterrupted service
- Updating daily track and activity reports to the line manager
- Providing effective feedbacks to quality team to ensure customer satisfaction and quality of service is met with in set SLA.
Service Technician
Online Instruments
Bengaluru
11.2006 - 05.2007
- Installation & maintenance of electromagnetic locks
- Servicing of proximetric & biometric censors and readers
- Software installation and configuration of IP address with the reader to view complete employee details
- Establishing best relationship with clients after sales service to meet quality assurance
- Generating revenue from new lead opportunities.
Education
Higher Secondary School -
Gulf Indian High School
Dubai, UAEDiploma in Electronics & Telecommunication - undefined
Hindustan Electronics Academy
Bengaluru, IndiaSkills
- Business Negotiations
- Team Management & Development Strategies
- Customer Engagement & Service
- Escalations, Follow Up’s & Resolutions
- Quality Assurance & Evaluations
- Employee Coaching & Mentorship
- Process Improvements
- Target Oriented
- KPI tracking
Accomplishments
- Certifcate Of Excellence Performance June 2013
- Monthly Excellence Award May 2014
- Certifcate Of Excellence Performance June 2014
- Certifcate Of Excellence Performance August 2014
- Monthly Excellence Award November 2014
- Excellence In Customer Experience Award 2nd Quarter 2015
- Monthly Excellence Award April 2016
- Monthly Excellence Award April 2017
- Certificate of Appreciation – Etisalat Hero
Languages
English
Fluent
Hindi
Fluent
Malayalam
Native
Kannada
Intermediate
Custom
- Mr. Nasser Hamad Al Hamar, Operations Manager, Etisalat, Ajman, UAE. Mobile - 0504822282, Email - nalhamar@eand.com
- Mr. Azam Butt, Sales Operations Head, Mokalamah Trading (Etisalat Business Channel Partner), Dubai, UAE. Mobile - 0569814356, Email - m.azam@mokalamah.ae
Timeline
Team Leader , Sales Operations
Mokalamah (Etisalat Business Channel Partner)
05.2023 - Current
Team Lead – U.S Sales Process
Lotus Interworks Inc (Simplia)
02.2020 - 05.2022
Key Accounts Manager
Smart World (Etisalat SMB Premium Channel Partner)
09.2017 - 07.2018
Officer Sales
Etisalat
02.2013 - 07.2017
Tech Support Associate / Sales Coordinator
Etisalat
06.2008 - 02.2013
Customer Service Representative
IBM Daksh
07.2007 - 02.2008
Service Technician
Online Instruments
11.2006 - 05.2007
Higher Secondary School -
Gulf Indian High School
Diploma in Electronics & Telecommunication - undefined
Hindustan Electronics Academy
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