James Zhang

• Developed and executed training programs that improved the overall sales team performance and skill sets.
• Reduced operational costs by identifying inefficiencies in existing processes and implementing targeted improvements.
• Spearheaded the inside sales and procurement team's merge and expansion between the Infrastructure and Security divisions, providing cross-training, support and acting as an escalation point.
• Orchestrated the documentation of internal processes surrounding step-by-step sales support and operational-procurement procedures.
• Established clear performance metrics that evaluated individual and team success, driving accountability across the organization.
• Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems for renewals such as subscriptions, warranties and service agreements.

• Streamlined internal processes that increased efficiency and optimized daily operations within the sales department.
• Managed a team of sales specialists by coaching on effective sales techniques, monitoring performance, encouraging professional growth by implementing a mentoring program and offering helpful and constructive feedback.
• Initial escalation point for internal departments across client accounts which included the inside sales, admin & finance, project management operations and the service experience team.
• Facilitated open communication among team members, encouraging collaboration and problem-solving in challenging situations.
• Managed key accounts by maintaining strong client relationships through consistent communication, attentive customer service and interacting with problematic accounts, helping to build lasting rapport and boosting revenue/ GP opportunities.

• An I.T solutions focus across hardware & software, cloud, network connectivity, cyber security, Microsoft 365, IT strategy consulting and managed services.
• Developed long-term strategic plans aimed at translating organizational goals into activities and negotiating favourable contract terms, striking a balance between profitability and value-add services.
• Maintained and grew a portfolio of SMB to commercial organisations.
• Nurtured strong relationships with channel partners in order to maximise client results.
• Implemented innovative tactics for lead generation, increasing overall conversion rates substantially over time.
• Consistently exceeding annual GP targets by a minimum of 120%.
• Identifying new business opportunities through networking and working closely with pre-sales and technical leadership in creating customized solutions and services.
• Managed opportunities through a complete sales cycle, which resulted in gaining the confidence and trust of clients, partners and colleagues.

• Managed >90 SMB & Commercial accounts simultaneously whilst maintaining a high level of attention to detail for each individual client and streamlining communication channels between departments, improving overall sales, project coordination and efficiency.
• Established and maintained strong working relationships with colleagues and channel partners, fostering collaboration and teamwork for successful account management and workplace culture.
• Exceeded the yearly sales target within 6 months by consistently expanding existing accounts, new business opportunities and exceptional account management.
• Developed an in-depth understanding of client's goals, objectives and businesses.

• Primary point of contact for all sales related support needs across the Infrastructure sales division, whilst managing my own patch of >130 SMB accounts and consistently exceeding annual GP targets.
• Efficiently managed high volumes of inbound leads by effectively utilizing my time management abilities and prioritizing responses based on potential Revenue/ GP generation.
• Championed the migration and training across the entire sales division (Infrastructure, Security & Automation) on our quoting software from QuoteWerks to ConnectWise Sell. Quickly becoming the escalation point for all CRM (ConnectWise Manage) and Quoting related tasks/ issues.
• Collaborated with various departments within the organization to address customer requests, issues or concerns promptly, fostering long lasting business relationships that were built on trust and satisfaction.
• Fostered lasting relationships with customers through effective communication and quick response, resulting in repeat business, long-term loyalty and an expanded client base.

• Supporting customers with their general or advanced enquiries related to Personal, Business and Merchant banking whilst providing quality service by utilizing Westpac's processes, product information and integrity spirit.
• Meeting/ exceeding score card metrics as well as identifying unrecognized needs for customer's day-to-day/ business banking.
• Advancing through as a Personal, Merchant and Business Banker, my responsibilities grew and included providing services across all channels of Westpac customer's financial goals, rate reviews, opening-closing-modifying accounts, term deposits, and credit cards.

• Performing inbound and outbound sales activities such as lead follow ups, sales qualifications for both new and existing customers within a fast paced sales environment.
• Utilizing SAP/ CRM to forecast and track all sales activities.
• Meeting or exceeding activity metrics for outbound calls and opportunities added.
• Maintaining contact with assigned business partner accounts to ensure customer satisfaction and issue resolution, whilst building relationships and effectively communicating with channel partners.

• Supporting technical issues via inbound telephone and email correspondence.
• Performing morning/afternoon system checks to ensure all Startrack services and applications are operational.
• Weekly conference call to external vendors, ensuring both teams are up to date with procedures and reviewing any problematic cases that require assistance.
• Developed comprehensive documentation and provided training materials to support system adoption by staff members.

• Single point of contact for resolving customer issues.
• Regularly monitoring all problems, incidents & requests for any open or existing cases, as well as keeping all knowledge articles up to date.
• Assigning daily tasks for colleagues and managing high priority incidents, and escalations.
• Contributed to ITIL-based process improvements within the service desk environment, promoting best practices across the team.

• Supporting customer transactions via inbound telephone and email correspondence.
• Solving technical issues, performing user administration duties and ITIL certified.