Customer Relations Sales Coordinator

ENAYET RAHMAN

073******** / *.**********@*******.*** / Birmingham, B19 1HE

PROFILE:

A driven and professional individual with over five years of dedicated experience in customer relations. I possess a proven performance history of enhancing service quality, increasing sales, and expanding customer base. I excel at building rapport and creating mutually beneficial relationships through effective communication and interpersonal skills. I am adept at organisation and prioritisation; I effectively manage time to maximise productivity. I can quickly adapt to new systems and processes, allowing me to integrate cohesively into new teams and environments.

SKILLS:

•Proficient, clear and concise written and verbal communication, facilitating effective interaction across various mediums.

•Exceptional time management and organisational prowess, ensuring task prioritisation and streamlined work.

•Thrive in high-pressure environments, adept at maintaining composure and delivering results amidst demanding workloads.

•Driven and motivated to consistently achieve and exceed targets and Key Performance Indicators (KPIs).

EMPLOYMENT:

January 2023 – June 2024, SCC

Sales Coordinator

-Ensured verification and fulfilment of 25 new customer orders per week, against a cooperate target of 20 and provided customers regular order updates.

-Identified optimal methods to fulfil outstanding orders by exploring alternative stock sources and reducing supply ETAs down by 15% and customer contact rates by 10%.

-Provided clear communication between suppliers and couriers limiting queries and issues, thus creating smooth logistical transition and achieving a NPS satisfaction rate of 95% against a target of 80%.

-Proficiently utilised Excel and PowerBi for maintaining records and streamlining operational process.

February 2019 – February 2020, Connect Distribution

Call Centre Operative

-Answering a high volume of inbound calls and inbound emails. Achieved an average AHT of 4.3 minutes in comparison to the cooperate AHT target of 6 minutes.

-Providing detailed information and advice on products by understanding customer needs. Exceeded cooperate sales target by over 30% consistently.

-Attempting to resolve all enquires on first contact, including resolving challenging customer issues to a satisfactory conclusion.

-Accurately recording correspondence in CRM systems and processing sensitive customer details, ensuring compliance with GDPR.

September 2018 – January 2019, BCA Logistics

Call Centre Operative

-Systematically organising over 100 customer collections weekly. Used advanced outbound collections skills to handle account queues, achieving an 80% account closure rate, exceeding cooperate target of 70%.

-Systematically and accurately recording customer information according to protocol, to ensure continuity of collection process. Consistently in the top 10% of the lowest cancellations.

-Solving complex complaints and issues by collaborating with internal and external stakeholders.

-Quickly triaged incoming calls and escalated when necessary, reducing the average time to resolution.

EDUCATION:

2019 – 2022, Birmingham City University

Achieved a Second Class Upper Division (2:1) in BA (Hons) Business.

2014 – 2016, North Birmingham Academy Sixth Form

Achieved a National 3 Diploma in Business Studies (Distinction Star, Distinction Star), Travel and Tourism (Pass, Pass).

2008 – 2013, North Birmingham Academy

Achieved 7 GCSEs in English (B), Maths (A), Science (C), Additional Science (C), Business (B), Geography (C), Media (B).

HOBBIES AND INTERESTS:

My hobbies include playing football and going to the gym to stay fit and relieve stress. I also enjoy listening to entrepreneurial and business related podcasts.

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