Bakari Bilel

Results-driven Customer Service and Sales professional with 6+ years of experience in call center and B2B environments. Proven ability to manage customer relationships, convert leads into sales, and achieve performance targets. Strong background in CRM systems and data-driven decision making, with hands-on experience in Power BI for performance tracking and reporting.

Sales Team Leader at National Pen: Cimpress Group (2025-01 – Present)

Led and motivated a sales team to consistently achieve and exceed monthly targets and KPIs with focus on performance monitoring and strategic optimization.

• Led and motivated a sales team to consistently achieve and exceed monthly targets and KPIs
• Monitored performance using KPIs (conversion rate, revenue, call quality) and implemented action plans
• Designed and deployed Power BI dashboards to track real-time sales performance and support decision-making
• Analyzed sales data to identify trends, improve conversion rates, and optimize team performance
• Provided coaching, training, and continuous feedback to enhance team productivity
• Managed escalations while ensuring high customer satisfaction and business objectives
• Collaborated with management to refine sales strategies and improve operational efficiency

CRM Agent & VIP Account Management at National Pen (2022-01 – 2024-12)

Managed VIP accounts and handled inbound and outbound interactions while resolving complex customer complaints and converting inquiries into sales opportunities.

• Managed VIP accounts and handled inbound and outbound interactions (calls, emails, chat)
• Resolved complex customer complaints while maintaining high satisfaction levels
• Converted customer inquiries into sales opportunities and contributed to revenue growth
• Maintained accurate records of customer interactions and pipeline tracking using CRM systems
• Collaborated with internal teams to ensure fast and effective issue resolution

Customer Service Representative at National Pen (2019-01 – 2022-12)

Handled high-volume inbound and outbound customer interactions across multiple channels in a fast-paced environment while supporting sales objectives.

• Handled high-volume inbound and outbound customer interactions across multiple channels
• Managed customer inquiries, order processing, and follow-ups in a fast-paced environment
• Resolved customer complaints efficiently while ensuring a high level of satisfaction
• Identified customer needs and provided appropriate solutions and product recommendations
• Supported sales by converting inquiries into opportunities and increasing conversion rates
• Maintained detailed customer data and activity logs in CRM systems
• Contributed to continuous improvement by sharing feedback and customer insights

Engineering Degree in Data Science – ESPRIT (2025-01 – 2028-12)

Bachelor's Degree in Computer Science – ESPRIT (2021-01 – 2025-12)