Edwin Nathan

• Manage and supervise the day to day personnel activities of a team (average of fifteen Sales Support Specialists at varying levels), including: monitoring and reviewing staff performance, managing staffing level and related matters
• Manage the business Key Performance Indicators (KPIs) through creating and monitoring a variety of reports to measure productivity and SLA compliance for specific client needs, with low to moderate level of complexity
• Sales Support Specialist Performance Management: Conduct periodic performance review with all direct reports and adhere to the performance management process
• Develop reinforced training practices to build knowledge and skills across the team
• Run frequent team huddles to coach, motivate and prioritize on key activities for the day or week
• Lead internal operational cadence with sales counterparts to drive desired business outcome
• Ensure all new hires in their team complete the Onboarding Certification Program
• Lead, coach and motivate the team to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction
• Upkeep of documentation which includes knowledge base, process documents and all review records
• Act as a point of escalation for support related issues and work with relevant parties (internal and or external) towards resolution
• Establish regular, timely and clear communication with sales and support teams and/or client, where applicable

• Collaborate with cross-functional teams and management to optimize sales processes, systems
• Manage shift scheduling to ensure sufficient support coverage
• Ensure high level of professionalism during all interactions with team and client
• Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
• Possess an understanding of simple to moderate complex client environment(s) and expectations to successfully deliver to strategic client objectives.

• Prepared sales presentations for clients showing success and credibility of products.

• Communicated progress of monthly and quarterly initiatives to internal and external sales teams.

• Regularly communicated results from KPI tracking to senior management for informed decision-making related to resource allocation, staffing levels, or other critical initiatives impacting company growth potential.

• Provide inspired leadership for the organization.
• Make important policy, planning, and strategy decisions.
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Develop, implement, and review operational policies and procedures.
• Assist HR with recruiting when necessary.
• Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
• Managed high workload with consistent record of achieving deadlines and production targets.
• Help promote a company culture that encourages top performance and high morale.
• Oversee budgeting, reporting, planning, and auditing.
• Work with senior stakeholders.
  Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.
• Work with Senior Leadership Council team to determine values and mission, and plan for short and long-term goals.
• Identify and address problems and opportunities for the company.
• Build alliances and partnerships with other organizations.
• Support worker communication with the management team.
• Identified operational issues and devised goals and plans to address them within stipulated SLAs.
  Assign tasks appropriately according to team segments.
• Monitored progress within each department toward goal attainment, utilizing measurable data in spreadsheet applications.
• Conducted analysis of progress and held monthly meetings regarding goals and tasks.
• Responsible for managing account managers and service delivery operations in handling both complex and non-complex orders for Mobile, Solutions, Fibre Broadband, and Fixed Service Orders within stipulated times and SLAs, handling
  crisis management and in-flight change request.
• Accountable and responsible for all customer related enquiries throughout order

• Create quote based on customer expectation.
• Follow-up with (Customer Service Support) regards to Accounts on Credit Hold.
• Setting up new account.
• Requesting for Demo units.
• Liaising with the CSM on delivery status and request them to provide ETA to customer.
• Request for Spot Deal for any accounts that needed discount.
• Follow-up to Bid Desk for approval of Spot Deal.
• Back-up ISR end to end if ISR on leave.
• Create opportunity (SFDC) in Sales Force.
• The ability to work in a team as well as individually.
  Motivated team members and creates a positive working environment.
• The ability to work under pressure and to deadlines
  Carried out other duties and responsibilities, as assigned by the top management team.

• Handle emails request by merchants to process payments manually.
• Able to handle request by merchants under Asia Pacific Region and globally.
• Conducted proactive outreach to customers with outstanding issues, working diligently to resolve their concerns in a timely manner.
• Handle dispute cases and able to solve the cases in timely manner.
• Setup merchant’s new account into the American Express platform.
• Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
• Coordinate with team members to solve complicated cases in order to solve the
  cases before the deadline.
• Provided guidance and feedback on timely manner to achieve performance goal.
  Responsible for handling complex customer problems.
• Solved cross functional customer issues related to issue like Dispute, Frauds and Charge-back cases.
• Strong decision making and analytical skills.
  Excellent knowledge of technical support issues and excellent communication and writing skills.