Customer Service Manager

Была больше месяца назад

По договорённости

Соискатель скрыл дату рождения

Москва, готова к переезду

Занятость

полная занятость

Гражданство

Россия

Контакты

Телефон

Почта

Будут доступны после открытия

Фото, имя и контакты доступны только авторизованным пользователям

Опыт работы 11 лет и 2 месяца

- Февраль 2017 – март 2020
- 3 года и 2 месяца
Customer Service Manager
Magicland Holdings Pte. Ltd (Singapore) is the startup company which provides healthy food products from the UK, ТМ "Fuzzy Brush," ТМ "Fuzzy Rock"
Household Cleaning Products, Fragrance, Cosmetics (Promotion, Wholesale), Confectionery Products (Promotion, Wholesale)
Обязанности и достижения:
► Functions: — Implementation of post-sales customer support — Processing and preparation of financial documentation for the sales department — Participation in the formation of the customer base — Participation in the development and conducting marketing events — Market analysis, search for potential customers — Participation in logistics processes — Receiving feedback from buyers — Reporting — Work with company statutory documents — Work with suppliers — Preparation and participation in exhibitions ► During the work period I: 1. Increased the client base, managing quality of up to 50 clients per day, including work with federal networks Metro, Lenta 2. Increased customer loyalty up to 80%, reducing the time for receiving and executing orders due to high-quality tracking of payment terms, expert work with objections, and prompt resolution of conflict situations 3. Achieved quick response to customer requests and 100% of products to be introduced on time. 4. Enhanced efficiency of sales managers, minimizing workflow by 30%.
- Апрель 2016 – февраль 2017
- 11 месяцев
Customer Service Specialist
LabPoint (a dynamically developing Russian trading company operating in medical equipment sales. The company specializes in providing the histological laboratories with equipment, reagents, and consumables)
http://www.labpoint.ru
Medical, Diagnostic Equipment, Tools (Promotion, Wholesale), Medical, Diagnostic Equipment, Tools (Assembly, Maintenance, Repair), Medical, Diagnostic Equipment, Tools (Manufacturing)
Обязанности и достижения:
► Functions: — Building sales and customer department from scratch — Staff recruitment and training — Participation in the development of a sales strategy — Implementation of the sales plan — Work with the customer base — Interaction with the tender department, related units — Participation in preparation and presentation at thematic conferences, work with experts, distributors ► During the work period I: 1. Developed a training set together with leading experts. The number of orders increased by two times in 6 months, the level of brand recommendations increased by 20% 2. Participated in the sales staff training preparation. As a result sales of consumables had been increased by 20%, and equipment - by 10% in 6 months 3. Optimized sales business processes and developed useful selling scripts for managers, which increased conversion by 10% and improved the sales funnel by 30% 4. Increased customer base by 25% by setting active promotion of brands, raising business awareness 5. Increased company profits by 30% by the creation and implementation of customer loyalty programs 6. Reduced customer churn by 35% by providing individual terms of service 7. Together with colleagues, I was involved in preparing and speaking at conferences, working with experts, distributors, creating and giving presentations on various services and products at thematic events. On average, 20-30% of participants became our customers
- Февраль 2009 – март 2016
- 7 лет и 2 месяца
Leading expert of the customer service department and Regional Sales Manager
Master Beverage Industries Russia PTE.LTD. (One of the first market entries in Golden Eagle TM that produces instant packet coffee in our country. Golden Eagle TM has been known for more than 20 years on the Russian market)
Tea, Coffee (Promotion, Wholesale), Tea, Coffee (Production)
Обязанности и достижения:
► During the work period I: 1. Together with the marketing department, developed and implemented a campaign to stimulate customer sales, which led to an increase in the wholesale channel's secondary sales by 20%. 2. Improved KPIs and customer satisfaction by optimizing the post-sales service process. 3. Increased the number of active customers from 400 to 600 with the well-established organization of the team. 4. Reduced the percentage of overdue receivables from 800 to 150 thousand rubles due to successful negotiations with customers. 5. Developed a customer loyalty program, through which cross-selling increased the company's profit by 20%. 6. Together with the personnel selection department, we developed and implemented a scheme of material and non-material motivation of the department employees and related departments. It allowed us to improve performance by 50%. 7. Together with the service department, I optimized the strategy for working with corporate clients. I achieved a reduction in the transaction period for concluded service contracts by 40% with the correct segmentation of customers 8. Increased the number of deals for existing corporate customers by 40% per year by involving new services and volumes and building long-term, trusting relationships with customers 9. Processed up to 60-80 incoming applications per day. Successfully solved 97% of problems. 10. Reduced the debt percentage of debtors (by 40%) based on the results of successful negotiations with customers. 11. Increased the number of regular customers by 20% with the high communication data.

Образование

- Высшее образование
- 1988
Bryansk State Pedagogical Institute of Foreign Languages
Факультет: Foreign Languages
Специальность: Teacher of German and English

Обо мне

Дополнительные сведения:

My 10-years professional expertise, including work in foreign companies in the customer service department, allows defining and resolving all possible issues that may arise during the work. I learned the process from order to payment (order-to-cash), transport and warehouse logistics, and sales planning, I was able to react to customers' requests and solve their inquiries promptly. I effectively build communications between departments (tender, financial, legal, logistics, IT departments) and search for everyday tasks and their solutions. I have extensive experience in drafting contracts, applications, additional agreements. I am aware of the financial documentation and logistics processes that significantly reduce the time for receiving and executing orders. Therefore, I can increase the level of customer loyalty, as well as minimize the time spent by employees working with reporting and workflow. I maintain high standards of customer service while actively communicating with people all day, and with it, be an active, energetic, and friendly person. I was always in the TOP-3 employees in the customer sales department for the successful task accomplishment. Among my achievements: Formed a client base (while maintaining up to 50 clients per day, including work with federal networks - Metro, Lenta); Reduced time for receiving and executing orders through tracking payment deadlines, quality work with objections, promptly resolving conflict situations that increased customer loyalty to 80%• Reduced the percentage of receivables (by 40%) following successful negotiations with customers Increased the number of regular customers (by 20%) through high communication data. I repeatedly got a reward for fulfilling the telesales sales plan by more than 110%, increasing customer activity by 25-35% monthly with the active promotion of brands, and improving their awareness. I can establish business relations - build trusting relationships with customers and suppliers, and aim for long-term and productive cooperation. I am a fast learner, able to come up with the best solutions while focusing on the company's benefits. I have excellent communication skills. I know how to convince and win in disputes over the phone. I always work for the result. Also, I have experience in building a team from scratch, working in startups, I have taken courses on the following topics "Telemarketing, " "Secretary-referent, " I have an excellent command of office programs (Word, Excel, PowerPoint), 1С Enterprise. I can drive a car (driving license of a category "B"). Hobbies: swimming, dancing, singing that help to keep me in good physical and psychological state. Telesales, Telephone Skills, Telephone conversations, Organizational skills, Customer Relationship Management, Conflict Management, Telephone sales management, Search and customer acquisition, Personnel training, Business correspondence, Presentation, Customer service skills, Sales skills, MS Excel, Word, PowerPoint; 1C: Enterprise 8, Negotiation skills, Work at exhibitions, Management skills