Customer Service Sales

Fuad Abdi

***-** ******* **** **. • Toronto, ON M3A 3A3 • 416-***-**** • ****.***@*****.***

Summary of Qualifications

A highly organized and detail-focused IT Sales Professional with an exceptional track record of accurately handling and assessing the needs of clients in various sales, and technical environments.9 years of successful experience in IT sales, technical support, and customer service with recognized strengths in relationship building, account maintenance, problem solving and planning /implementing proactive procedures and systems. Excellent presentation and communication skills in person or via web conferencing.Proficient with SalesForce.com, Windows & Mac platforms, as well as a wide range of proprietary software including all Microsoft applications.

Skill Proficiencies

Inside/Outside Sales

Education

Information Technology Management, (BComm.)

RYERSON UNIVERSITY – Toronto, Ontario

Professional Experience

Dell Canada - Toronto, ON 2009 – Present

Sr. Account Manager

Generate sales by proactively prospecting for opportunities within the existing client base and new Dell customer accounts. Collaborated with cross functional Dell pre-sales teams and IT specialists as required, based on customers’ needs and expectations to deliver the best fit IT solutions. Engage key C level customers to develop and update account plans. Provide great overall client experience by establishing a strong foundation for long lasting, mutually beneficial professional relationships. Work collaboratively with others to share information and best practices to fulfill organizational commitments.

Key Contributions:Analytical and Strategic Thinker – Ability to analyze business opportunities and read situations exceptionally well.Recognized by management for coaching fellow colleagues on different sales strategies.Ability to gain customer acceptance, financial acceptance and commitment to Dell products and solutions.Ability to demonstrate leadership within a team environment and offer solutions to achieve best results.

Rogers Communications Inc. – Toronto, ON 2008 – 2009

Blackberry Technical Support Consultant (Business Solutions)

Monitored and resolved hardware and/or software interruptions of Research in Motion’s Blackberry devices within the Rogers national network. Also assisted with issues on BIS and BES.

Key Contributions:Top Performer for team statistics while maintaining exceptional customer service.Recognized by management for taking initiative and assuming acting lab manager duties.

Lenovo / IBM - Toronto, ON 2006 – 2008

Account Manager

Generated and followed up on leads provided by targeted marketing lists and other initiatives. I resourcefully provided sales support and guidance to clients via telephone and internet tools. I participated in aggressive sales projects that substantially increased revenue and gross profit. Ensured the retention of existing customers and proactively encouraged repeat orders. Responsible for prospecting, targeting and securing strategic business within an assigned territory

Key Contributions:Exceeded sales expectations, while being a leader in the acquisitions of new accounts.Recognized by management for the implementation of several sales drivers, which included but were not limited to cold calling initiatives.

Rogers Communications Inc. – Toronto, ON 2004 – 2006

Technical Support Consultant – Cable Repair

Performed troubleshooting procedures to determine and resolve the root cause of many hardware and/or software issues. Collaborated with several departments for escalations and resolutions to complex ticket inquiries.

Key Contributions:Delivered timely technical & customer support via telephone, and email.Awarded for exceeding statistics as well as adhering to FTR (First-Time-Right) protocols.

H.B.C (Hudson’s Bay Co.) – Toronto, ON 2000 – 2004

Inside Sales / Customer Service Representative (Inbound)

Key Contributions:Consistently exceeded monthly goals, including quotas, call quality and call handle time. Excelled within a fast-paced environment, maintain an exceptional up-selling percentage, all while continually taking on increased levels of responsibility.

REFERENCES AVAILABLE UPON REQUEST

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