Jalal Muhammad
Maribyrnong,VIC
Summary
Experienced Commercial Account Manager with a strong background in the utilities sector, managing a high-value portfolio of commercial and industrial clients. Skilled in delivering energy solutions, optimizing consumption strategies, and maintaining long-term client relationships. Proven ability to negotiate complex service agreements, drive client satisfaction, and support sustainable energy initiatives. Adept at aligning business needs with regulatory requirements and industry best practices to enhance service delivery and revenue growth.
Overview
11
11
years of professional experience
Work History
Commercial & Industrial Account Manager
Origin Energy
10.2023 - Current
- Manage a diverse portfolio of over 200 Commercial & Industrial accounts annually, including manufacturing plants, property developers and public sector institutions
- Negotiate contract terms with clients, securing favourable agreements for both parties
- Increase client satisfaction by building strong relationships and addressing their needs promptly
- Identify sales opportunities and converted leads to contracts through phone, leads and Salesforce opportunities
- Negotiate electricity and gas agreements within risk management policies
- Maintain high client retention rate by providing exceptional customer service and anticipating client needs
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved
- Establish clear communication channels between clients and internal teams, ensuring seamless project execution
- Cultivate long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients
- Improve overall team productivity by implementing best practices in organization and time management.
- Gain customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanour
- Perform effectively in self-directed work environment, managing day-to-day operations and decisions
- Negotiate prices, terms of sales and service agreements as per Origin Energy's procurement guidelines
- Record accurate and efficient records in customer database i.e Salesforce
Client Services Manager
The Association specialists
08.2018 - 09.2023
- Being a point of escalation for all customer service issues
- Ensuring consistently high levels of customer excellence at all times
- Membership and database management
- Board governance and committee support
- Member liaison
- Financial administration
- Functions and events coordination
- Communications and website coordination
Assistant Sales Manager
Optus
11.2016 - 07.2018
- Responsible for managing, coaching and driving the performance of the Customer Service team to achieve KPIs
- Promoting sales growth and profits
- Providing clear leadership and direction to the customer service team on a daily basis
- Driving a sales culture within the store
- Inspiring and leading customer service teams
- Making sure all administrative functions operate at the highest levels
- Reviewing customer feedback and then suggesting ways to improve processes and service levels
- Managing professional relationships with suppliers
Small and Medium Business Specialist
Optus
10.2015 - 11.2016
- Met monthly sales quotas and activity levels on a consistent basis
- Designed and implemented strategies to cross-sell and up-sell services to existing customer base
- Prepared and compiled sales proposal documents on a regular basis
- Responded to and resolved all account disputes
- Maintained and updated sales activity records in tracking system
- Customer or team event coordination and planning
- Collaboration and network building across the extended Optus team to drive outcomes for the teams
- Generating routine or ad-hoc business reports for management
- Ensuring integrity and consistency in business workflow
- Identifying business constraints and accordingly developing corrective actions
- Responding to queries and concerns from management in a timely fashion
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Customer Service Representative
Optus
02.2014 - 10.2015
- Managed customer arrivals to maximize relationship building opportunities
- Improved the overall customer relationship, delivering reliable administrative support and customer service
- Acknowledged customers promptly and treating them in a courteous manner
- Maintained a strong knowledge of products of the company
- Planned sales activities, including reviewing existing customer files to identify sales opportunities
Education
Master Of Professional Accounting - Accounting
Victoria University
09.2015
Master Of Business Administration - Marketing
Central Queensland University
02.2013
Skills
- Client engagement
- Effective prospecting techniques
- Relationship building and management
- Documentation and reporting
- Strategic account planning
- Contract negotiation
- Revenue generation
- Business development and planning
- Cross-functional teamwork
- Business needs assessment
- Price negotiation
- Management collaboration
- Problem-solving abilities
- Risk mitigation
- Conflict resolution
- Interpersonal communication
- Compliance adherence
Personal Attributes
Excellent verbal and written communication and presentation skills, Collaborating competently with team members whilst facilitating open discussion,ability to solve complex technical issues, Punctual and highly efficient, Ability to work under tight deadlines to meet intraday targets
Sales Training
Miller Heiman Sales training focuses on building and managing relationships with the different parties involved, as well as closing the sale. These large, complex B2B deals are about more than just a product. It’s about understanding the involved parties’ needs and wants on a grander scale, too.
Timeline
Commercial & Industrial Account Manager
Origin Energy
10.2023 - Current
Client Services Manager
The Association specialists
08.2018 - 09.2023
Assistant Sales Manager
Optus
11.2016 - 07.2018
Small and Medium Business Specialist
Optus
10.2015 - 11.2016
Customer Service Representative
Optus
02.2014 - 10.2015
Master Of Professional Accounting - Accounting
Victoria University
Master Of Business Administration - Marketing
Central Queensland University
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