Customer Service Sales

Fadi Massara

**** ******* • Windsor, ON N*X*Z* • 519-***-**** • ************@*****.***

Professional Summary

Accomplished and highly motivated manager

with a strong ability to provide exceptional

customer service and achieving targets. I have

developed a strong background sales, marketing

and merchandising as well as driving key

business statistics.

Experience

2008 2014 TELUS Windsor, ON

Area Sales Manager

Responsibilities

Lead and supported a team of 80 employees

Customer service

Achieving sales targets

Coaching team members on a weekly bases

to help achieve targets

Metric Driving

Effectively trained new team members and

provided on the job sales mentoring

Hiring

Marketing and Merchandising

Achievements

Recognized as top producing area manager

3 consecutive years, maintaining 140% to

activations target

Effectively trained new team members and

provided on the job sales mentoring

Maintained Exceptional Client Experience

Standards, achieving results 5% above

minimum standards

Achieved number one sales representative in

Canada wide 3 years straight.

2006 2008 Sutherland Global Services

Windsor, ON

Operations Manager, Technical Support,

Sales Call Center

Responsibilities

Lead and supported a team of 180

employees

Customer service

Achieving sales targets

Coaching team leads on a weekly bases to

help achieve targets

Call Analyzing

Presentation Reviews

Achievements

Increased employee retention by 43% from

previous year by implementing effective

training and orientation processes

Increased employee engagement from 46%

to 82%, reducing churn

Achieved 92% client service level rate,

surpassing company standards by 22%

through coaching and follow up on a weekly

basis

2

2001 2006 ACT Computers

Windsor, ON

Computer Networking Support

Responsibilities

Inbound technical support

Sales

Achievements

Consistently achieved sales targets, and

customer service goals

Education

2002 2006 University Windsor, ON

Bachelor of Commerce Honours Business

Administration

Professional Development Courses

ICE Introduction to Client Experience

ACE Advanced Client Experience

Leadership Training Program

PSM Professional Sales Management Program

3

4

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