Samantha Fadel
Dubai,
Summary
A seasoned professional with a talent for effective communication, adept sales skills, and ability to build high-performing teams and motivate staff to reach their full potential. With over 9 years of experience in project management, fundraising, sales, and customer relations, a wealth of expertise is brought to the table. The background also encompasses extensive experience in operations management, advanced Salesforce proficiency, and a strong grasp of customer relations management. Excel in providing comprehensive sales and customer service training to enhance client-focused services, including individual mentoring.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Head of Sales and Customer Success
Art Fertility Clinics
6 2023 - Current
- Develop and implement strategic sales plans to achieve sales targets and expand our patient base in the region, resulting in a 16% increase in patient acquisition within the first 6 months.
- Lead and mentor a team of sales representatives, providing guidance and support to ensure their success and growth.
- Collaborate with marketing and product teams to develop effective sales strategies and promotional campaigns, resulting in a 31% increase in lead generation within 6 months.
- Analyze sales data and market trends to identify opportunities for growth and optimize sales performance.
- Monitor and report on sales activities, performance, and market trends to the CEO, providing actionable insights for strategic decision-making.
- Ensure the sales team maintains high levels of patient satisfaction through excellent service and support, achieving a 85% patient satisfaction rating within 6 months.
- Develop and implement customer success and training initiatives to enhance patient experience and staff capabilities, resulting in improved patient outcomes and employee satisfaction.
Call Center Operations Manager
Silkor Laser and Aesthetic Center
01.2020 - 05.2023
- Established the Call Center department from inception, overseeing all aspects of its development, including setting up the annual budget, planning, ROI analysis, expense tracking, income recording, and reporting.
- Defined Call Center fundamentals such as SOPs, KPIs, FAQs, call metrics, and hiring procedures.
- Managed a high-volume Call Center handling an average of 9,000 calls per month, with a target of generating 12 million Dirhams in sales for 2023.
- Achieved an impressive annual income growth rate of 27.8% from 2021 to 2022.
- Collaborated closely with the marketing department to develop annual calendars, sales promotions, and marketing strategies, with a focus on major social media platforms.
- Increased customer engagement through social media by collaborating with digital influencers to promote the brand and its offerings
- Prepared comprehensive monthly, quarterly, and yearly reports for presentation to the CEO and senior management, providing insights into performance and strategic recommendations.
- Conducted ongoing market research in the beauty industry, analyzing new services, technologies, pricing strategies, and competitor analysis to identify unique selling propositions (USPs) and maximize sales revenue.
- Successfully marketed Silkors' services to targeted audiences at trade shows and events, expanding the brand's reach and visibility in the market.
Guest Relations Supervisor
Four Seasons Hotel
05.2019 - 11.2019
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Enhanced response and resolution systems to meet changing demands.
- Coached and developed associates to improve soft skills and recovery techniques.
- Motivated and rewarded employees to improve engagement.
Fundraising Officer for UNHCR
Telesupport International (ITG Company)
01.2016 - 03.2019
- Coordinated call center operations for UNHCR through management of operators to meet fundraising targets.
- Managed fundraising donor retention program including individual donors, Middle and Major donor programs.
- Managed fundraising activities and staff to ensure targets and yearly growth are met.
- Achieved 205% of fundraising target in 2018.
- Acted as the focal point between UNHCR and the fundraising team, and delivered accurate and timely information on UNHCR's programs and activities. e.g. formulation of business continuity plans, training of operators on fundraising techniques.
- Developed and implemented fundraising plans and budgets.
- Carried out agent performance management / assessment, which includes weekly reports monitoring agent performance
Sales Executive
TeleSupport International (ITG Company)
06.2014 - 12.2015
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer calls and emails to answer questions about products and services.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Educated customers on offerings and upsold products and services to increase revenue.
Education
BBA - Business Management
Lebanese International University
Tripoli, Lebanon 10.2016 - 06.2019
Lebanese Baccalaureate - General Sciences
Rashiin High School
Zgharta, Lebanon 10.2015 - 06.2016
Skills
Certification
Google Digital Marketing & E-commerce Professional Certificate
Timeline
Google Digital Marketing & E-commerce Professional Certificate
03-2024
Call Center Operations Manager
Silkor Laser and Aesthetic Center
01.2020 - 05.2023
Guest Relations Supervisor
Four Seasons Hotel
05.2019 - 11.2019
BBA - Business Management
Lebanese International University
10.2016 - 06.2019
Fundraising Officer for UNHCR
Telesupport International (ITG Company)
01.2016 - 03.2019
Lebanese Baccalaureate - General Sciences
Rashiin High School
10.2015 - 06.2016
Sales Executive
TeleSupport International (ITG Company)
06.2014 - 12.2015
Head of Sales and Customer Success
Art Fertility Clinics
6 2023 - Current
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