Salma Ben Abbes

Results-oriented B2B Sales Supervisor with over 3 years of experience leading high-performing sales teams and driving revenue growth. Adept at developing and implementing sales strategies that align with business objectives, foster client relationships, and enhance market presence. Skilled in negotiating complex contracts and leveraging CRM systems to streamline sales processes and optimize performance.

B2B Contact center supervisor at Pens.com (2021-05-21 – Present)

• Supervised a team of 25 sales representatives (Transactional & Client Relationship Management), providing guidance, training, and performance evaluations to ensure achievement of sales targets and adherence to company policies.
• Conducted regular team meetings and one-on-one coaching sessions to enhance team performance and motivation.
• Developed and implemented effective sales strategies and processes to optimize performance and drive revenue growth in a B2B environment.
• Analyzed sales data and market trends to identify opportunities for business development and adjust strategies accordingly.
• Monitored team performance metrics, such as call volume, revenue achieved, conversion rates, and sales figures, to assess effectiveness and identify areas for improvement.
• Prepared and presented detailed performance reports to senior management, highlighting successes, challenges, and actionable insights.
• Designed and delivered training programs for new hires and existing team members to improve sales techniques, product knowledge, and customer service skills.
• Implemented best practices and continuous learning initiatives to keep the team updated on industry trends and sales strategies.
• Identified and implemented process improvements to enhance operational efficiency and streamline sales workflows.
• Collaborated with other departments, such as marketing and product development, to align sales strategies with overall business objectives.
• Ensured compliance with company policies, industry regulations, and quality standards in all sales activities.
• Conducted regular audits and quality checks to maintain high standards of customer service and sales practices.
• Participate in the hiring process by assessing candidates' language skills through targeted interviews and language proficiency tests to ensure suitability for client interactions and sales roles.
• Collaborated with the HR & talent acquisition teams to develop and refine assessment criteria and selection processes, ensuring the recruitment of candidates with strong communication skills and a high level of fluency.

Telecommunications analyst at DXC Technology (2018-11-13 – 2021-05-18)

• Conducted regular audits of help desk interactions to assess adherence to company standards and customer service protocols.
• Reviewed and analyzed call recordings, chat transcripts, and email communications to ensure accuracy, professionalism, and effectiveness in resolving customer issues.
• Tracked key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores, and first-call resolution rates.
• Prepared and presented detailed reports on performance metrics, identifying trends, areas for improvement, and actionable insights to management.
• Provided feedback and coaching to help desk agents based on quality assessments, focusing on improving communication skills, problem-solving abilities, and adherence to procedures.
• Developed and delivered training materials and workshops to enhance team performance and align with best practices and company standards.
• Identified process inefficiencies and recommended changes to improve help desk operations and customer service quality.
• Collaborated with management and IT teams to implement new tools, systems, and procedures that enhance the effectiveness of the help desk.
• Monitored customer feedback and satisfaction surveys to gauge the quality of service and identify areas for enhancement.
• Investigated and resolved customer complaints related to help desk interactions, ensuring timely and satisfactory resolutions.
• Ensured compliance with company policies, industry regulations, and quality standards in all help desk activities.
• Conducted regular reviews of procedures and documentation to maintain up-to-date practices and ensure consistency across the team.
• Worked closely with help desk operational team leaders to address performance issues and implement improvement strategies.
• Facilitated communication between different departments to resolve complex issues and enhance overall customer support processes.

ICT help desk agent at CPL Intergrated Services (2013-11-11 – 2018-05-08)

• Provided first-line technical support to end-users for a variety of hardware and software issues, including operating systems, applications, and network connectivity.
• Diagnosed and resolved technical problems through remote support tools, phone, and email, ensuring prompt and effective solutions.
• Managed and prioritized incoming support requests and incidents using the IT service management (ITSM) system.
• Documented and tracked all support requests and resolutions, ensuring accurate and up-to-date records for future reference.
• Delivered high-quality customer service by responding to inquiries with a professional and courteous manner, maintaining clear communication throughout the support process.
• Assisted users with account management, password resets, and access permissions, ensuring compliance with security policies.
• Monitored system alerts and performance metrics to proactively identify and address potential issues before they impact users.
• Performed routine maintenance tasks, such as software updates, system backups, and hardware checks, to ensure system reliability and performance.
• Created and updated knowledge base articles and user guides to provide self-help resources for common issues and solutions.
• Contributed to the development of troubleshooting procedures and best practices to improve overall support efficiency.
• Escalated unresolved or complex issues to higher-level technical support or specialized teams, providing detailed information and context for efficient resolution.
• Coordinated with other departments and vendors to resolve technical issues that required cross-functional support or external assistance.
• Provided guidance and training to new team members on help desk processes, tools, and customer service techniques.
• Maintained accurate documentation of support procedures, technical solutions, and best practices for team reference.
• Collected and analyzed user feedback to identify trends, areas for improvement, and opportunities to enhance the quality of support services.
• Implemented improvements based on feedback and performance metrics to continuously enhance the user experience.

Applied Bachelor's Degree in Spanish International Business – Higher Institute of Languages of Tunis (ISLT)