Customer Service Sales
Resume:
Rita Qubti
Toronto, Ontario
******@*****.***@yahoo.com
PROFILE:
A seasoned professional Inside Sales and Customer Service Leader with extensive experience in implementing, creating and managing Inside Sales, Customer Service team and Call Centres from SMB to Fortune 500 Companies. I bring 30 years with a proven track record and ability to build a dynamic inside sales teams from the ground up with the highest standards for in-depth product knowledge, continuous training and quality customer service. I have designed, trained and implemented sales process and methodologies across multi-disciplined sales teams to deliver consistent and repeatable success. I have expertise in mentoring, coaching and providing critical performance goals using KPI's, targets and goal setting to provide guidance and direction to the inside sales organizations.
HIGHLIGHTS:
Multiple award winners for exceptional Customer Service, Inside Sales and Leadership.
Multi-site International Director of Customer Service, Support and Inside Sales.
Implemented and Managed Contact Centres
Designed and Created in-house CRM system to improve sales process and efficiencies
Advanced knowledge of PeopleSoft, SAP, JD Edwards, MS Office
Created leads and assisted in the closing of several 10M+ opportunities, including Disney Corp. - 22M, Nortel – 12M, Honda – 10M
Multi-Lingual
Board of Directors, fund raiser for St. Damiana’s College.
EXPERIENCE:
2011 – Present
Timberland/VFC – Operations/Logistics, Inside Sales/Customer Service Manager:
Managed, coached, motivated Customer service, Inside Sales team.
IT support when needed, assisted in SAP implementation, SAP technical user.
Created processes, procedures, training program.
Manage and improve third party Logistics relationship
Liaised with 3PL to improve efficiencies, thereby decreasing overall costs by 12%
Customer Service and Operations responsibilities.
Established annual department goals, targets, KPI’s
Exceeded Revenue targets.
Established monthly customer contact
Established weekly inter-departmental meetings
Implemented KPI’s and progress reports.
Implemented Performance Improvement Plan.
2010 – 2011
Myron – Inside Sales and Customer Service Manager:
Ensure the accuracy, timely delivery for 120+ orders a day.
Created and implemented the Canadian Inside Sales/Lead generation team.
2 new opportunities a day per Inside Sales Rep, with closed sales.
260 new opportunities a month generated by Team.
Exceeded Lead Generation and Inside Sales targets.
Various phone/call metrics
Assisted in the implementation of the monitoring program.
Created training program.
2008 – 2010
BorderWare Technologies – Inside Sales Manager
Exceeded Lead Generation and Inside Sales targets.
5 closed deal per quarter/per IS rep, 20K+ per deal
60 leads a month passed and accepted by outside Account Executives
Various phone/call metrics
Various nurturing/relationship building with AE metrics
Company was sold to WatchGuard Technologies, position moved to Seattle.
2000 – 2008
SAP – Inside Sales and Client Services Director,
Responsible for all daily operations, scheduling, setting training, Program management, Project Management.
Exceeded all expectations; exceeded or met all sales targets. Grew the Customer Service group from 4 to Global presence of 148.
Created 4 inside sales department, 4 locations, Public Sector team, CRM team, Canadian team, Customer Service Team.
Managed and implemented out sourcing and tele-vendor relationships and programs.
Worked closely with Marketing to ensure all Marketing campaigns are followed up and measured.
A number of Inside Account Executives on my teams promoted to Outside Account Executives.
Created and implemented training program for Inside Account and Customer Account Executives.
Implemented present commission structure.
Implemented cadence, expectations for Inside Account and Customer Account Executives.
Exceeded a yearly target of 96 Million.
25M Rolling opportunity pipeline for each IAE
1.5 closed deal per quarter/per IAE, 250K+ per deal
40 leads passed and accepted by outside Account Executives
Various phone/call metrics
Various nurturing/relationship building with AE metrics
2000 - 2000 Metagon Technologies
National Inside Sales Director
Created Inside Sales and Customer Service Department, with 9 inside Sales and Customer Service Professionals.
1998 - 2000 PeopleSoft
Business Development/Inside Sales Director
Created telemarketing and customer service dept., which grew to 58 Pre-Sales/Business Dev. and Customer Service Professionals.
1994 - 1998
Carswell Publishing Customer service/Inside Sales Manager
Created, implemented and managed Inside Sales and Customer Service Department. Expanded department to 74 Reps.
1989 - 1994 Hubbell
Inside Sales/Customer Service Manager
Implemented, created and managed Inside Sales and Customer Service Department.
EDUCATION:
McMaster University – Bachelor, in progress.
Disney Corporation US-California-Anaheim Certification
Executive/Management trains with the Disney Corporation.
Canadian Professional Sales Association – Sales Certificate.
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