MARCUS LOI CHEE SEONG
SALES MANAGER
Summary
Focused Sales Manager committed to motivating others and offering extensive knowledge penetrating new territories and promoting product lines. Highly effective mentor driven to assess individual and group performance to implement improvements and set goals. Determined individual with background in establishing and nurturing lucrative partnerships.
Overview
16
16
years of professional experience
3
3
Languages
Work History
Sales Manager
ASIA FIBRE SOLUTIONS SDN BHD
05.2021 - Current
- Analyzed sales data and team performance reports to identify areas for improvement and devised actionable solutions to increase conversion rates.
- Administered workforce management including scheduling, attendance, and performance monitoring to ensure optimal staffing and operational efficiency.
- Utilized CRM and other call center software analytics to track team performance and identify training needs.
- Directed recruitment and onboarding processes for call center staff to build a competent and motivated team aligned with company goals.
- Implemented coaching sessions and skill development workshops to enhance team members' product knowledge and call handling efficiency.
- Implemented performance tracking systems and provided regular analytical reports to senior management to inform decision-making.
- Utilized data-driven approaches to monitor call metrics and implement continuous improvement plans for service quality.
- Developed and managed incentive programs to boost team motivation and drive sales performance consistently above targets.
- Oversaw complaint resolution processes, ensuring timely and effective handling of escalated customer issues to enhance customer loyalty.
- Coordinated interdepartmental communication to align call center objectives with overall company strategies.
- Monitored and motivated team leaders to achieve fiber sales targets and implemented daily sales challenges to boost team performance.
- Managed recruitment, training, and onboarding processes to build a skilled and motivated call center sales team.
- Analyzed sales and performance data to identify improvement opportunities and collaborated on strategic initiatives to enhance call center effectiveness.
TEAM LEADER
AIA Berhad
11.2019 - 05.2021
- Led a team of Financial Executives (FE) to achieve and exceed sales targets for life, personal accident, and other insurance products, enhancing overall branch performance.
- Developed and implemented training programs for Rookie FEs and ongoing coaching for experienced team members to improve sales techniques and customer engagement.
- Monitored individual and team sales performance, prepared detailed performance reports for branch management, and formulated actionable improvement plans.
- Promoted a continuous learning culture by encouraging and participating in professional development activities to stay current with industry trends and best practices.
- Organized and facilitated regular sales review meetings and workshops to drive productivity and customer satisfaction within the team.
- Collaborated with sales agents and SME partners to update product knowledge, resolve operational issues, and align strategies with company goals.
- Developed and implemented targeted coaching and skills enhancement programs, resulting in improved call resolution rates and team productivity.
- Managed and supported a team of telesales representatives to achieve sales targets through effective coaching, performance monitoring, and skill development.
TEAM MANAGER
MEASAT BROADCASE NETWORK (ASTRO)
04.2012 - 10.2019
- Supervised and motivated associates to enhance their performance and meet key performance indicators (KPIs).
- Facilitated regular team meetings and briefings to ensure associates are updated on product knowledge, company policies, and performance expectations.
- Implemented quality assurance processes to monitor and improve call handling techniques and customer satisfaction levels among associates.
- Coordinated with other departments to resolve escalated customer issues swiftly, supporting associates in delivering excellent customer service.
- Collaborated with management to design incentive programs that boosted associates' motivation and achievement of sales targets.
- Supported associate development by identifying individual training needs and facilitating targeted skill-building activities to improve overall team competency.
- Led daily coaching sessions for associates focusing on effective communication, problem-solving skills, and product knowledge to improve customer interaction quality.
- Collaborated with associates to implement feedback mechanisms that enhance communication flow and resolve operational challenges effectively.
- Implemented performance review sessions to provide constructive feedback and set achievable goals with associates, fostering continuous improvement.
TEAM LEADER
KANNAL SOLUTIONS SDN BHD
12.2009 - 04.2012
- Managed team scheduling and workload distribution to optimize coverage and maintain service levels.
- Analyzed team performance data and generated reports to identify areas for improvement and recognize high performers.
- Supervised and supported a team of customer service representatives to ensure high-quality inbound call handling and customer satisfaction.
- Implemented coaching sessions and skill development workshops to enhance team members' product knowledge and call handling efficiency.
- Collaborated with management to develop strategies aimed at improving customer service processes and achieving departmental goals.
- Monitored and evaluated daily team operations to ensure compliance with customer service standards and policies.
TELEMARKETER
KANNAL SOLUTIONS SND BHD
05.2009 - 12.2009
- Conducted outbound calls to existing customers to promote and upsell Astro products, increasing average revenue per user (ARPU).
- Maintained detailed records of customer interactions and sales using CRM software to ensure follow-up and customer satisfaction.
- Collaborated with team members to meet and exceed daily and monthly sales targets in a competitive telemarketing environment.
- Trained new telesales representatives on effective communication techniques, product knowledge, and sales procedures.
- Analyzed call metrics and customer data to optimize call scripts and improve conversion rates.
Education
Bachelor of Applied Management - Applied Management
Federation University Australia
Kuala Lumpur 04.2001 -
Skills
Sales planning
Client relationship management
Sales reporting
Staff management
travel
- International Exposure: Travel experience in Singapore, China, Japan & Europe, which provided opportunities to adapt to different cultures, improve communication skills, and strengthen problem-solving ability in diverse environments.
- Interests: Enjoys team-building activities, leadership development, and culinary exploration. Passionate about creating positive workplace culture and motivating colleagues to achieve common goals.
Timeline
Sales Manager
ASIA FIBRE SOLUTIONS SDN BHD
05.2021 - Current
TEAM LEADER
AIA Berhad
11.2019 - 05.2021
TEAM MANAGER
MEASAT BROADCASE NETWORK (ASTRO)
04.2012 - 10.2019
TEAM LEADER
KANNAL SOLUTIONS SDN BHD
12.2009 - 04.2012
TELEMARKETER
KANNAL SOLUTIONS SND BHD
05.2009 - 12.2009
Bachelor of Applied Management - Applied Management
Federation University Australia
04.2001 -
Similar Profiles
Tan Hooi ShanTan Hooi Shan
Customer Care Senior Support Office Representative (Mandarin Speaker) at Givaudan Business Solutions Asia Pacific Sdn BhdCustomer Care Senior Support Office Representative (Mandarin Speaker) at Givaudan Business Solutions Asia Pacific Sdn Bhd
Nidxon Ang Oiu YeeNidxon Ang Oiu Yee
Sales and Marketing Manager at Calumet Asia Sdn Bhd & Powfect SolutionsSales and Marketing Manager at Calumet Asia Sdn Bhd & Powfect Solutions
Gunasilan KesavanGunasilan Kesavan
Senior Executive, Mobility (Human Resource) at UBASE Asia Sdn Bhd (formerly known as Globee Services Sdn Bhd)Senior Executive, Mobility (Human Resource) at UBASE Asia Sdn Bhd (formerly known as Globee Services Sdn Bhd)
Mackenzi ShanahanMackenzi Shanahan
Sales Manager at Walmart SupercenterSales Manager at Walmart Supercenter
Albert PinkhasovAlbert Pinkhasov
Sales Manager at Lighting by FranSales Manager at Lighting by Fran