Energetic Management Professional with over 15 years of experience in marketing, increase customer retention, sales and business development, an understanding of the complexities of research commercialization contracts, with an Executive Master in Business Administration (MBA). Strong background in managing and performing multiple projects, with a focus and attention to details. Work under strict deadlines making ideas and projects become realities. Goal oriented individual. Trained, managed employees, worked on strategic client account development, customer credit review account and approvals, loyalty and retention, sales management, and leadership with sales team. Professional manager dedicated to achieve corporate and departmental objectives, solution driven, with operation and over ten years of customer service experience. Creating Marketing campaigns, lists, leads, competitive territories, segmentation, and forecasts. Optimizing operations include improving daily tasks, workflows, processes, supervising, hiring and mentoring new call center agents.
Client account management
Consistently meet goals
to Current University of North Carolina at Greensboro, Joint School of Nanoscience and Nanoengineering – Greensboro,
Created, organized, managed the NanoManufacturing 2013 and 2014 Conference, raised sponsorship, recruited speakers and created all marketing campaigns, as well the overall budget and expenditure.
Made it a profitable conference, all with start-up budget $0.00.
Created multiple marketing list and segments based on industry business area.
Created targeted campaigns to raise awareness about our school and the business opportunities we offer.
Director of Professional Science Master's in Nanoscience, recruited students and managed student files and finances, as well increased 50% students population in the program.
Managed JSNN's marketing, web-site and social media in order to create a positive image and increase student applications.
Assisted the Dean with business related issues, such as legal contracts issues and follow-ups.
Managed and organized a one day Open House during the NC Science Festival.
Competitive analyses to other degree programs similar to ours, by creating national and international map showing different degree programs and location.
Exhibited at multiple National and Regional conferences in order to increase school visibility and hire new students.
Partnered successfully with VF Jeanswear to produce $50K of grant for collaborative research.
Created new revenue streams through by creating NanoManufacturing 2013, 2014 and 2015.
to 08/2010 Cogeco Cable, Inc – Montreal,
Worked with multiple lead providers in order to get the best lists for lead data base and help our sales representatives in generating more leads, opportunities and sales.
Analyzed customer database and campaign success and reported to our management in order to see the success of each campaign and what needs to be improved.
Trained, coached and mentored staff to ensure smooth adoption of CRM "Salesforce.com" and increased it's efficiency and usage.
Administered CRM software "Salesforce" and maximized its efficiency in order to provide our Account Managers a better experience and reporting.
Finding new leads and creating new territory segments in order to maximize sales.
Created and customized new sales reports showing weekly, monthly, quarterly and annually the progress versus yearly target in order to allow sales managers and our marketing team to create more aggressive campaigns in order to meet departmental yearly sales target.
Applied sales forecasting techniques and strategic planning to verify sales and profitability of products, lines and services.
Completed quarterly forecasting and monthly financial reviews.
to 12/2008 TELUS QUEBEC – Montreal,
Supported our Sales team by creating multiple sales reports showing them the progress in sales and achieving their target.
Created a new excel sheet in order to track monthly commission for each Account Manager that was deployed and used across the company nationwide.
Worked with our Marketing department on the new segmentation and verified based on companies size using Hoover.com and Zoominfo.com.
Trained account managers on new segmentation and territories changes.
Corporate Client Support Representative01/2006
to 08/2007 TELUS Mobility – Montreal,
Supported Government of CANADA wireless accounts from activation, billing, to account receivable and payment, as well as billing reconciliation.
Awarded best representative for the last six months of 2006 for achieving an extraordinary customer support.
Mentored and trained new representatives on how to support our Account Managers and customers, as well as the different programs that we use.
Worked with our Account Managers and created customized rate plans by utilizing all billing codes in order to save a corporate client from leaving to a competitor.
to 01/2006 TELUS Mobility – Montreal,
Supported our dealers nationwide, assisted them by looking at customers credit report and score and decided if client can activate a line or not, confirmed client information if credit report has been tagged.
Supported dealer by troubleshooting multiple handsets and trained them over the phone on programming new phones, and showed them the new features.
Assisted dealers by giving them multiple options on rate plans in order to increase their sales and oversee their commission to verify that they are paid correctly.
Trained and mentored new representatives in order to make them efficient in their work.
Supported and worked overtime in order to answer all waiting calls and cleared lines during union strike.
Reduced cancellation in order to keep the company churn level on target of 2% as announced to our investors.
Reported any new competitive rate plan in the market to higher management in order to create a counter offer to keep client and save them from churning.
Worked on special campaigns targeting specific clients in order to increase sales or save them if we see that they are at risk of churning.
Created network issues report when client has a problem in a particular coverage area and followed up with the client to make sure that the problem was resolved and closed it, and finally always verified that the client is satisfied with the resolution.
to 01/2002 TELUS Mobility – Montreal,
Activating new accounts and explaining first bill to customers and what to expect.
Take payment specially suspended accounts and negotiate payment with client and explained re-activation charges.
Troubleshooted any technical problem and verified if it's a known issue.
Post-Master's Certificate: Information Technology12 2013The University of North Carolina at Greensboro - UNCG-
Coursework in Management Information Systems
Coursework in E-Commerce web programming (PHP)
Coursework in Social Media Analysis
MBA: Executive Business Management3 2010The University of Quebec at Montreal - UQAM-
Coursework in Management Information Systems
Emphasis in Executive Business Management
Bachelor of Science: 6 1998Lebanese University-