Customer Service Manager

Tony Mathew

** ********* ***, ********, ** L*R *B5

Email: **********@*****.***

Cell: 647-***-****

Objective

To use my organisational and client service skills from 9 months as Marketing Consultant and over 10 years of Customer service experience, for R C S Advertising, by offering effective solutions and services to increase the client base, ensure customer satisfaction and achieve the organisational objectives of the company.

Profile

Detail-oriented and dynamic Business Development Manager with extensive experience in CRM practices, and a proven track record of negotiating deals to overshoot given targets. Good written and verbal communication skills. Motivational team player with strong relationship building skills and ability to think out of the box.

Core Competencies

Strategic Planning skills

Time Management skills

Organisational skills

Customer Service skills

Multitasking

Analytical skills

Market Research skills

MS Office Suite

Problem solving skills

Strategic Marketing

Product Commercialisation

Networking

Negotiations

Market Research

Product Positioning

Key Accounts Management

Global experience

Strategic Planning

Product Development

Branding

Leadership & Teambuilding

Strategic Marketing

Product Commercialisation

Networking

Negotiations

Market Research

Product Positioning

Key Accounts Management

Global experience

Key Accomplishments

Compiled sales force error report every week and through consultations and discussions with IT department, was able to reduce the Error count to less than 5%

Developed standard templates for the entries of entire team which led to the decrease of wrap time, idle time; thereby increased the occupancy rate by 7% for the team.

Reduced (AHT) average handling time by 15% by adopting the NORMS approach and ensured customer satisfaction towards the end of each call..

Closed sales transactions through negotiations and building rapport with clients which resulted in a conversion rate of 80% consistently

Organised promotional events for product by conducting workshops, demonstrations and seminars with free samples and other incentives which resulted in an increase in client base by 30% every year

Researched, developed and implemented new client reporting system by reorganising procedures thereby increasing the operational efficiency of the sales team by 40%

Tony Mathew **********@*****.*** 647-***-****

Work Experience

Marketing Consultant Minacs 6655 Airport road, Mississuaga Jan 2016 - Present

Work location - NISSAN HEADOFFICE, 5290 Orbitor dr Mississuaga

Outbound service marketing calls for loyal Nissan customers and Infiniti Clients.

Inbound customer service calls.

Creating case files and forwarding it to escalation team for solutions.

Outbound lease and finance calls for Nissan and Infiniti Finance.

Sales force Audit reports

Running team campus for colleagues

Previous Experience

Account Manager Plantronics (TIMNA) Saudi Arabia Jan 2012 – Jun 2015

Developed on an average 25-30 new accounts per year by analysing the requirements of clients and creating tailor made packages to achieve their business goals

Chartered weekly reports to Divisional manager and monthly reports to Sales manager Plantronics Inc APME (Asia Pacific and Middle East)

Planned and conducted promotional events and workshops in partnership with companies like Avaya, Cisco and Microsoft

Trained a sales team of 8 to perform effectively

Asst. Marketing Manager Cyberlegendz Saudi Arabia Feb 2011 –Jan 2012

Participated actively in developing and implementing the national marketing strategy of the company to achieve the organisational objectives.

Assisted in budget setting for marketing and organised promotional materials and documents to assist the sales team.

Helped in the training of the sales team of 4 ensuring that their operations complimented the marketing strategies of the company.

Education And Certifications

Post Graduate Diploma in Marketing - University of Lincoln United Kingdom

Diploma in Export Management - Indian Institute of Export Management India

Bachelors Degree in Business Management – Mangalore University India

Certified International Service Checker – Multisearch AG Gmbh Germany

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