Experience

Centrecom

• Malta
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Chief Commercial Officer

  • Jun 2023 - Present

  I am responsible for driving the commercial success of the organization, ensuring optimal Client relationships as well as overseeing the Contact Centre and Back-Office operational units. As the CCO I oversee and lead the company's commercial operations, including sales, marketing, business development, client relationships, as well as driving operational efficiency.

• Business Development and Client Relationship Manager

  • Jun 2018 - Jul 2023

• Head of Business Development and Client Relationship

  • Jun 2018 - Jun 2023

  Acting as a direct liaison with all our clients, I am responsible to ensure that we are delivering to the clients’ requirements and that to the various contractual agreements we have with these clients. Further to this, I also work closely with the HR, ICT and Operations teams to ensure seamless activation of new clients - from drafting contracts, planning implementation, right up to the point when the client is onboarded. As the person responsible of Business Development, my duties… Show more Acting as a direct liaison with all our clients, I am responsible to ensure that we are delivering to the clients’ requirements and that to the various contractual agreements we have with these clients. Further to this, I also work closely with the HR, ICT and Operations teams to ensure seamless activation of new clients - from drafting contracts, planning implementation, right up to the point when the client is onboarded. As the person responsible of Business Development, my duties entail: - Identifying new markets and business opportunities and arranging meetings with potential customers, whilst preparing sales presentations and proposals to generate new business; - Generating a sales pipeline through the use of a Sales and Marketing CRM whilst ensuring that record is kept of any leads and any related progress, whilst communicating any progress with the key stakeholders within the company; - Participating in corporate events, fairs, conferences, summits etc. both locally and internationally to pitch the company’s services and generate more sales leads - While also overseeing the preparation and organisation of such participation in these events, including any advertising and promotion activities; - Conducting and evaluating market research and adjusting marketing strategy to meet changing market and competitive conditions; - Making initial customer contact with potential clients, and eventually maintaining and developing relationships with clients acting as a contact between the Company and its existing and potential clients; - Negotiating the terms of an agreement and closing sales; - Developing and strengthening the company’s brand image on all mediums including Website, presentations, events and social media channels. • Identifying client needs, develop client solutions, track and monitor issues, analyze customer data, provide analysis, provide reports, and recommend implementing process and procedure improvements. • coordinating company events for clients

• Client Relationship & Operations Manager

  • Nov 2017 - May 2018

• Client Relationship Manager

  • Apr 2017 - Oct 2017

• Senior Campaign Manager

  • Apr 2016 - Mar 2017

• Campaign Manager

  • Jan 2014 - Mar 2016

  The Single Point of Contact between the company and the clients, I am currently responsible for managing the day-to-day operation of five local government projects , supporting the Head of the Contact Centre with reports on productivity and project performance while still maintaining the duties of Product Support Executive in helping other Account Executives with their projects, creating Operations Manuals and reports on agent performance and productivity.

• Product Support Executive

  • Feb 2012 - Dec 2013

  Responsible for the day to day running of four projects, supporting other Account Executives with their projects, creating Operations Manuals and reports on agent performance and productivity.

• Product Expert and Trainer

  • Aug 2009 - Feb 2012

• Customer Service Representative

  • Mar 2008 - Aug 2009

  Working as a CSR within the airline industry, making reservations and special requests for a number of different local and international Airline customers