My eight years of experience in customer service and sales management, particularly my current role within the British Council, equip me with the insights and knowledge required to excel in the role I am applying to.
Over the years, I have developed several key skills and behaviours which I apply to my everyday work:
- A customer-centric approach
- Sales performance management
- Data-driven decision making
- Excellent communication and influencing skills
- Top notch people management skills
- Problem-solving skills
- Critical thinking
- Financial management
- Excellent systems knowledge: PoweBi, Thematic, CRM, SAP, TCMS, CMS2, Infobip. Etc
- Change management
I have demonstrated my ability to work with key stakeholders across business units and multiple lines of business, consistently earning excellent performance evaluations and positive feedback from them. A few of my significant achievements to showcase how my experience and skills are relevant to this post are:
- Introduced sales targets for exams and teaching centre and generated more than 2 M GBP for TC and approximately 500K GBP for exams annually through various initiatives. This was achieved with continuous sales performance monitoring of the team and by introducing new sales initiatives like sales follow up calls, sales coaching, and maintaining target sheets
- Led on the implementation of an alternative payment solution that generated more than 85k GBP last year helping to reduce customer effort by 75% and provide enhanced customer journey.
- Consistently maintained the NPS (net promoter score) and customer satisfaction scores closer to the exceptional benchmark set for Qatar. This was done in collaborations with exams colleagues and through improving services’ quality.
