Experience

GO plc

• Malta
• Telecommunications
• 300 - 400 Employee

• Manager - SME Clients

  • Feb 2019 - Present

  • Directly responsible for all the SME Segment revenue line for existing and new customer portfolios and the enhancement of services and revenue from existing and new customers;• Drafting of SME sales / retention plan across all services;• Monitoring team members and effectiveness to ensure that customers’ requirements and expectations are met, through customer support and thorough follow up.• Managing, coaching, motivating and developing a team of executives and representatives to ensure alignment of the team activities with organizational goals, and sales and revenue targets.• Ensuring that customers’ requirements and expectations are met by providing sterling service delivery to all customers in the SME portfolio.• Scoping areas of opportunity within the business customer base as well as within organizational practices to increase business and reduce customer churn• Planning with the management team to develop plans, campaigns and solutions that will enhance the customer experience, to increase business reduce churn and facilitate the job of the executives.• Developing new ideas and ensuring that maximum efforts are put in place with the aim of securing the very best levels of customer retention, thereby maintaining and securing the Company’s overall market share and customer satisfaction with Group products and services. Show less

• Assistant Manager - SME Clients

  • Jul 2013 - Feb 2019

  • Assisting and providing daily support to the Manager – SMEs. • Negotiate contracts and agreements with the intention to conclude a time bound deal with corporate clients.• Implementing proactive retention initiatives to business customers.• Managing, coaching, motivating and developing a team of executives and representatives to ensure alignment of the team activities with organizational goals, and sales and revenue targets.• Monitoring team members to ensure that customers’ requirements and expectations are met through customer support and thorough follow up.• Identify opportunities for business development, cross selling and sales referrals from existing and potential customers.• Report compiling with customer feedback on service levels to maintain competitive market awareness. • Working inter departmentally to resolve issues which affected customers.• Identifying and implementing processes and procedures for the team to ensure that priorities and workloads are met within appropriate time-frames• Dealing with internal and external complaints Show less

• Account Management Executive

  • Sep 2012 - Jun 2013

  • Working within the GO business Team handling SME’s• Coaching and motivating account management representatives within the tea• Client retention through regular meetings and negotiations• Referring new client acquisitions• Handling customer queries for mobile / telephony / internet• Planning and proposing new deals to clientsRetaining existing revenue from competition• Up selling and cross selling new products to clients

• Account Management Representative

  • Sep 2008 - Sep 2012

  • Working within the GO business Team handling SME’s • Compiling monthly report with new client’s acquisition along with the retained clients• Client retention through regular meetings and negotiations• Referring new client acquisitions• Handling customer queries for mobile / telephony / internet• Planning and proposing new deals to clients• Retaining existing revenue from competition• Up selling and cross selling new products to clients