JUMANA DHOLKAWALA

ac6azs@r.postjobfree.com I 647-***-**** I Website – www.jumana.ca IBrampton ON

SENIOR LEVEL SALES AND MARKETING EXECUTIVE

Award winning, entrepreneurial and result oriented executive with over 14 years of global experience combining sales, marketing, and business development expertise to deliver double digit revenue growth in highly competitive and diverse business markets along with impressive customer satisfaction and Net Promoter Score (+50) on 6 million customer contacts annually. Strong expertise in sales, marketing and new product development along with successfully managing customer base of 1.2 million business clients by proactive and reactive contact strategy. A strong track record for developing business plans, exceeding goals, fostering a winning culture and building strong management teams. Multi faceted skills include building relationships, expertise navigating business politics and roadblocks, exceptional communication and collaborative efforts with all members of the organization.

AREA OF EXPERTISE

Consultative Selling

Strategic Planning/Analysis

Industry Networking

Business Acumen

Commitment to Client Service

Customer Base Management

New Business Development

Contact Centre Expert

Digital Marketing

Social Selling

Business Process Mapping

Sales Forecast Management

SELECTED CAREER HIGHLIGHTS

125% growth in customer base in 4 years from $400M in 2015 to $900M in 2018 through Sales, Marketing, New Business Development, Base Management and Churn reduction strategies

Winner of Stevie Award for Sales Innovation in Service Channels - $300 million in additional revenue (Total Contract Value) generated through Service channels annually and moved Cost Centre (Contact centre) into Profit Centre.

$70 million saved annually through churn mitigation and 25% reduction in churn over 2 years

26% reduction in repeat caller over 3 years with +250 processes improvement initiatives

90% employee engagement score 2017/18 with 10% annual employee attrition

Known as a leader committed to Customer Satisfaction - moved Net Promoter Score (NPS) from -6 to +50 in 2 years with employee and customer engagement initiatives

Successfully launched Facebook and Twitter messenger for Rogers Enterprise customers

Lead strategy, planning, execution and exceeded all targets on Unified Cloud Collaboration (UCC) launch for Rogers Enterprise division – Awarded with Ted Rogers Award 2016 for UCC.

Winner of Business Women Award (Canada) by Corporate Vision Magazine in United Kingdom for Inspirational Women in People Management

Revamped Compensation structure to increase performance by 30% and reduce cost by 10%

Rogers Business Impact Award – 2017 & 2016 & President’s Club Winner – Vacation Getaway for Top Performer – 2017, 2016 & 2015

PROFESSIONAL EXPERIENCE

ROGERS COMMUNICATION INC.

Director – Channel Sales, Revenue and Retention Strategy - Aug 2017 to Current

Promoted and reporting to SVP the role successfully manages customer base and new growth initiatives within the Enterprise segment consisting of 1.2M subscribers in Cable, Wireless, Business Solutions and Data Centres with primary focus on Contact Centre Management.

Leading a team of 10 senior leaders regionally located and a team of 35 members that are responsible to support contact centre of 1400 frontline employees across Canada consisting of Internal and External partners on KPIs like – NPS, Sales, Revenue, Churn, Service Levels, Call Quality, Compliance, Load Factor etc.

Increased sales by 247% in Wireless, 89% in Cable with 21% decline in call volume over past 2 years with process improvement and digital adoption initiatives

Reduced churn by 25% over 2 years and increased Renewals by 55% YoY by launching “Protect the Base” campaign

Owner of Customer Relationship Management (CRM) strategy to effectively leverage tools like SFDC and Telli to attain maximum benefit on each customer interaction while maintaining low cost per interaction

External Vendor partners management on key KPI’s and program delivery along with day to day operations

Leading key strategic initiatives like Mid-Market segment growth by redesigning customer lifecycle programs with a goal of growing market share to attain the $1B growth by 2019

Effectively leading in a matrix environment to deliver on business goals and objectives of 15% YoY growth

ROGERS COMMUNICATION INC.

Senior Manager – Call Centre Sales and Customer Base Programs – Dec 2015 to August 2017

Reporting to SVP this role increased sales conversion in Wireless by 143% and Cable by 91% in 2 years through implementing consultative selling methodology and simplified program design and overseeing implementation and execution on Inbound calls, Outbound Calls, Email, Chat, Social etc.

Collaborated with Marketing, Product, Pricing and other cross functional groups to design the right offers and programs required to increase Sales and ARPA (Average Revenue Per Account)

Created and presented business cases to secure funding and planning from concept to delivery of projects from President to C Level executives

Successfully managed Cost of Acquisition (COA) and Cost of Retention (COR) while delivering on quarterly/ yearly nets objective

Lead integration of 2 newly acquired companies (Outrank and Vicinity) with Rogers and exceeded growth objectives set to attain after integration on Rogers products and services

Successfully launched and lead Solution Sales team from pilot to launch stage for products like Office 365, Shopify, Mobile Workfolder and TechXpert (Office in a box)

Managing all channel sales enablement with approx. 5000 frontline employees across Canada

Revamped compensation and commission structure for internal and external teams

ROGERS COMMUNICATION INC.

Manager – Customer Life Cycle Management - February 2013 to Dec 2015

The key areas of focus were to increase revenue and drive loyalty and renewals from business customer base. Work closely with cross functional teams and design strategies to launch key projects like Data centres, Microsoft 0365, G- Suite, Machine to Machine etc. Lead vendor negotiations and contracts with companies like Google, Microsoft, Shopify, Go- Daddy etc.

ROGERS COMMUNICATION INC.

Channel Manager – Direct Sales Channels - January 2011 to February 2013

Promoted to this role reporting into the General Manager of Enterprise Business Sales, successfully delivered 200,000 Wireless and 20,000 Cable sales; representing 30% of division sales and $12M in new monthly recurring revenue.

The role managed all direct sales teams including Inside Sales, Service channels, Vendor Partners for all Cable and Wireless services. Collaborated with the channel leadership and cross functional groups like Marketing, Product, and Data Base Management etc. to deliver on growth objective across all business segments (Small, Commercial and Enterprise).

ROGERS COMMUNICATION INC.

Operations Manager – Business Customer Care - September 2008 to January 2011.

Key member of the management team involved in day to day operations managing all Call Centre KPIs and building performance management structure, career development, cross training, recognition programs, employee involvement in procedural and process changes which resulted in participation style management and productivity improvement.

ROGERS COMMUNICATION INC.

Sales Manager –Consumer Inside Sales - July 2007 until September 2008.

Promoted to Sales manager based on performance and lead a department of 150 sales associates and 10 managers. Trained and coached on sales, created personalized plans, call calibration and leadership learning sessions, call triage with leadership to train on coaching, daily sales huddles, leader board and incentive programs to attain daily, weekly and monthly department goals

ROGERS COMMUNICATION INC.

Sales Associate – Consumer Inside Sales – Sept 2006 till June 2007.

VODAFONE (Hutchison Max Telecom Pvt Ltd)

Business Manager– Sales and Marketing- Jan 2005 till Sept 2006.

ORANGE COMMUNICATIONS (Hutchison Max Telecom Pvt Ltd)

Field Sales Manager - June 2004 till Jan 2005

EDUCATIONAL QUALIFICATIONS

Master’s Degree - Marketing and Sales Management (GOLD MEDALIST) 2002-2004.

K.C. College of Management Studies- Bombay, India.

Bachelor of Economics 1997-2002 (Ranked 1st in Bombay University)

JAI HIND College, MUMBAI UNIVERSITY, Bombay, India.

COMMUNITY IMPACT AND MEMBERSHIP

•Ashadaan (Orphanage & Old Age Home) – Member /Donor

•Million Dollar Smile – Volunteer - 2014 onwards

•Women in Communications & Technology – Member

•Greater Toronto Area Contact Centre Association (GTACC) – Member/ Volunteer

•Lean in Canada – Member & Volunteer

•Rogers Women Network – Member

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