Rebecca Paul
Dubai
Summary
Experienced sales and customer success professional with 6+ years of expertise in account management, client retention, and CRM systems across retail, telecom, and tech industries. Skilled in managing B2B client portfolios, utilizing sales data for forecasting, and collaborating with cross-functional teams to meet operational goals. Proficient in Salesforce and Zendesk for pipeline tracking, customer engagement, and issue resolution. Strong background in relationship management, supply coordination, and strategic promotional planning. International exposure in the USA, Canada, India, and the UAE has cultivated a collaborative and adaptable approach. Committed to delivering client-centric service and fostering continuous improvement in dynamic business environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Retail Store Manager
Glentel Telecommunication
10.2022 - 12.2024
- Directed a high-performing sales team to consistently exceed targets, achieving monthly targets over four consecutive quarters and driving a 20% increase in overall store revenue, while ensuring year-over-year growth surpassed 110%.
- Drove customer engagement and product uptake by actively participating in daily sales activities, consistently ranking at the top of district sales leaders.
- Developed and implemented targeted coaching and training programs, enhancing team productivity and contributing to a 20% increase in customer satisfaction scores.
- Implemented data-driven sales strategies using Power BI to analyze product trends effectively supporting key business growth objectives.
- Conducted regular performance reviews and improvement plans, reducing staff turnover by 10% and improving KPI attainment all across.
- Resolved escalated customer issues with a 95% resolution rate within SLA, improving Net Promoter Score (NPS) by 22%.
- Streamlined inventory control processes, reducing shrinkage and increasing inventory turnover efficiency.
- Optimized product displays and in-store merchandising, driving a 10% increase in impulse purchases.
- Maintained full control of store-level budgets, reducing operating expenses by 9% while exceeding profitability targets.
- Collaborated with cross-functional teams to implement customer feedback into product inventory, improving service alignment and increasing retention by 15%.
- Used Zendesk and Salesforce to analyze customer data-preferences, household info, and product lifecycle-to guide future product offerings, boosting customer lifetime value by 18%.
- Fostered a high-performance team culture through goal-setting sessions and regular strategy alignment meetings, boosting employee engagement and collaboration.
- Negotiated client service packages and budget adjustments, increasing upsell success by 15% and enhancing customer retention in a competitive market.
Sales Representative
Rogers Communications
07.2022 - 10.2022
- Delivered personalized customer service by tailoring wireless solutions to lifestyle needs, enhancing satisfaction and loyalty.
- Achieved an 8% sales increase by leveraging customer feedback and preferences to deliver strategic, personalized selling and cross-selling solutions.
- Adapted sales strategies to evolving trends and technologies, driving customer engagement and retention.
- Collaborated with team to stay current on market changes and product updates, improving overall service delivery.
- Used Salesforce to track customer data and product lifecycle, enabling timely, relevant recommendations and increasing customer lifetime value by 20%.
- Demonstrated resilience and adaptability by maintaining flexible availability to meet shifting business needs and ensure consistent, high-quality customer experiences.
SR. Technical Support Engineer
IBM - Kyndryl
10.2018 - 01.2022
- Acted as the primary escalation point for high-priority technical issues and system outages, coordinating with internal resolver groups, third-party vendors, and stakeholders to reduce downtime and mitigate business impact.
- Provided on-call IT support to international clients, managing over 100+ support tickets weekly across chat, and voice channels, ensuring 98%+ SLA adherence.
- Earned quarterly recognition for exceptional customer satisfaction (CSAT), maintaining a consistent 95-98% CSAT score across all support engagements.
- Diagnosed and resolved complex technical issues across enterprise platforms, including Microsoft Office Suite, Intune, ServiceNow, ICD, Azure, Cisco, Active Directory, GlobalProtect, McAfee, and Zendesk.
- Trained and mentored 20+ new hires on service desk tools, ITSM processes, and troubleshooting protocols, accelerating integration time and improving team efficiency.
- Managed multiple client-facing projects, balancing competing priorities and consistently meeting deadlines and SLA targets.
- Collaborated cross-functionally with vendors and resolver groups for service improvement based on customer feedback and evolving technical needs.
- Spearheaded process improvement initiatives, streamlining support workflows and reducing average ticket resolution time by 15%.
- Utilized ITSM platforms such as ServiceNow and Jira to monitor incident lifecycle, generate performance reports, and ensure real-time client communication and transparency.
- Adapted to adjusting work hours to support EMEA and Americas markets, meeting evolving business demands while ensuring consistent high-quality service.
Education
Post Graduate Diploma - International Business Management
Cambrian College of Arts & Technology
01.2023
Bachelor of Science - Mechanical Engineering
Kansas State University
06.2018
High School Diploma -
St. Marys Catholic High School
06.2012
Skills
Pipeline optimization
Key Account Management
B2B/B2C/B2B2C Sales Strategy
Retail negotiation expertise
Forecasting & Sales Analytics
Proficient in Salesforce CRM
Collaborative project engagement
Market and Competitor Evaluation
Customer engagement strategies
Analytical problem-solving
Team leadership
Performance evaluation
Reporting and documentation
Strong interpersonal connections
Certification
- Certified ScrumMaster, Scrum Alliance, Inc., 02/01/25
- OSHA 30-Hour General Industry Safety Certification, SDI Marketing, 10/01/22
Timeline
Retail Store Manager
Glentel Telecommunication
10.2022 - 12.2024
Sales Representative
Rogers Communications
07.2022 - 10.2022
SR. Technical Support Engineer
IBM - Kyndryl
10.2018 - 01.2022
Bachelor of Science - Mechanical Engineering
Kansas State University
High School Diploma -
St. Marys Catholic High School
Post Graduate Diploma - International Business Management
Cambrian College of Arts & Technology
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