Helen Saldana
Sales Planning, CRM
Dubai,United Arab Emirates
Summary
Experienced in sales planning and CRM with over 15 years of quality performance in customer support supervisory roles. Expertise in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Adept at defusing customer dissatisfaction and managing competing priorities with superior results. Adaptable individual and team member with good planning, communication, and people skills. Proven capability in meeting organizational objectives and dealing with challenging situations, making me a valuable asset to any team.
Overview
25
25
years of professional experience
Work History
Sales Planning, Performance Management & CRM
DB Schenker Middle East
Dubai, U.A.E.
2 2022 - Current
- Administrative and Strategic Sales Projects: Improving overall sales efficiency through various projects.
- Performance Management and CRM Tasks: Proactively supporting these areas and providing skill services to the region.
- Standardized Approaches and Reports: Implementing standardized methods, reports, and attributes at both country and regional levels.
- Metrics and KPIs: Supporting the implementation of metrics and KPIs for tracking sales performance.
- Data Accuracy and Quality: Reviewing internal performance reports for accuracy and quality, and conducting corrective actions as needed.
- Data Steward Management: Managing and supporting data stewards to maintain high data accuracy for CRM-related topics.
- CRM System Coordination: Executing tasks to coordinate CRM system-related topics at the country level, including CRM adoption, account management, and data quality assurance.
- Sales Performance Reporting: Providing relevant stakeholders with internal and external reports on sales performance.
Assistant Sales and Partner Management
DB Schenker Middle East
Dubai, U.A.E.
12.2017 - 01.2022
- Sales and Partner Management: Assisting the VP Commercial with meetings, conferences, and appointments, and acting as a point of contact for internal and external partners.
- Data and Reporting: Updating LinkedIn Sales Navigator, preparing market intelligence reports using Seabury data, and generating daily, weekly, and monthly sales reports on cloud usage.
- Operational Support: Preparing and updating SOP manuals, contact lists, and presentations, as well as managing and updating contact details in the internal intranet.
- Marketing and Events: Assisting with marketing projects, campaigns, and company-sponsored events. Organizing the corporate photoshoot for the MEA region
- ISO Implementation: Leading the implementation of ISO 9001:2015 for the MEA region, ensuring standards are met through regular follow-ups.
- Administrative Tasks: Handling visas, flights, hotel bookings, and visit reports.
Administrator – Sales & Marketing
Dubai Aluminium
Aug.2016 - Nov.2016
- Administrative Support: Providing essential support for various business activities.
- Sales Enquiry Process: Ensuring that sales enquiries are handled promptly and in line with internal procedures to maintain customer satisfaction.
- Contract Review: Reviewing contracts to ensure the accuracy of clauses and proper documentation in the system.
- Contract Management: Managing the timely production of contracts and communicating their status to customers.
- Contract Preparation: Preparing both manual and system-generated customer contracts using SAP.
Office Coordinator
IHS FZ LLC
11.2015 - 06.2016
- Secretarial and Administrative Support: Providing essential support to the management team.
- Invoice Management: Liaising with customers to manage the payment of incoming and outgoing invoices.
- Corporate Sustainability: Actively contributing as a member of the Corporate Sustainability Team.
Administrator
Dubai Aluminium
12.2013 - 08.2015
- Memos and Meeting Minutes: Preparing memos, scheduling meetings, and drafting minutes.
- Report Generation: Generating reports through SAP and liaising with departments to collect laboratory reports.
- File Management: Updating files as per management guidelines.
- Digital Filing System: Created and implemented an online filing system, making documentation easily accessible.
- ISO 17025 Rollout: Assisted managers with the rollout of new ISO 17025 procedures for laboratory operations.
- Additional Reporting Responsibilities: Took on extra responsibilities for the Managers’ Weekly and Monthly Reports, generating these through SAP.
Senior Administrator & Area Payroll Officer
Panalpina World Transport
05.2004 - 03.2013
- Secretarial and Administrative Support: Kept office operations running smoothly by providing effective leadership and administrative skills.
- Invoice Management: Liaising with customers regarding payments and managing incoming and outgoing invoices.
- Cash Flow Maintenance: Ensuring the department’s cash flow is well-maintained.
- Business Travel Coordination: Arranging flights, hotel bookings, and other travel reservations.
- Payroll Management: Overseeing payroll for the Middle East, including resolving payroll-related queries and complaints.
- Monthly Reporting: Preparing monthly reports for Head Count and Full-time Equivalent (FTE) metrics.
- Payment and Bank Transfers: Handling payments, bank transfers, and end-of-settlement calculations within the payroll process.
- SAP, Air Warder, and Calogi Training: Gained expertise in these systems and became a key user.
- Invoicing and Reporting Management: Took the initiative to manage invoicing, shipping runs, and various reports using SAP and the Air Warder portal.
- Process Improvement: Established a professional process to investigate and resolve invoicing issues for local and overseas offices.
- Customer and Admin Coordination: Selected to handle customer and administrative issues by coordinating with various departments on behalf of the manager.
- Kept office operations running smoothly by providing effective leadership and administrative skills.
Customer Service Representative
Aircom Focus LLC
03.2003 - 04.2004
- Campaign Management: Handling inbound and outbound campaigns for the US and UK markets.
- Customer Service: Providing accurate and timely information in response to customer inquiries.
- Team Leadership: Trained and led a new team for the “Executive Assistant” campaign.
- Customer Feedback: Collected feedback and implemented process changes to enhance customer satisfaction.
- Staff Training: Trained staff on improving customer interactions.
- Quality and Training Development: Assisted in developing quality and training processes.
Quality Agent & Customer Service Representative
Transworks International Call Centre
02.2002 - 02.2003
Customer Service Executive
Sahara Airlines
06.1999 - 02.2002
Education
Skills
Performance Tracking
Personal Information
- Nationality: Indian
- Visa Status: Husband’s sponsorship
Maritalstatus
Married
Timeline
Assistant Sales and Partner Management
DB Schenker Middle East
12.2017 - 01.2022
Administrator – Sales & Marketing
Dubai Aluminium
Aug.2016 - Nov.2016
Office Coordinator
IHS FZ LLC
11.2015 - 06.2016
Administrator
Dubai Aluminium
12.2013 - 08.2015
Senior Administrator & Area Payroll Officer
Panalpina World Transport
05.2004 - 03.2013
Customer Service Representative
Aircom Focus LLC
03.2003 - 04.2004
Quality Agent & Customer Service Representative
Transworks International Call Centre
02.2002 - 02.2003
Customer Service Executive
Sahara Airlines
06.1999 - 02.2002
Sales Planning, Performance Management & CRM
DB Schenker Middle East
2 2022 - Current
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