Kevin Le Roux

Contact Centre/Customer Experience product knowledge was a key requirement from day one, QPC Australia approached me in 2018 to move from South Africa to Australia to assist with growth and maintaining existing Key Accounts. Whilst based in Victoria I had a number of activities to perform such as, understanding the (new) Australian market, building C-Level relationships, grow sales and increasing revenue. I moved to Adelaide in early 2020 to look after Victoria, South and Western Australia.

• Employed proactive and collaborative approaches to strengthen relationships and manage customer needs.
• Prepared documentation, finalized sales and maintained records.
• Established customer relationships, interfacing with representatives and collaborating to achieve mutually beneficial results.
• Managing multiple high-profile accounts.
• Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
• Met with new customers to share product and service information, listen to needs and learn about business operations.
• Contributed to annual revenue goals by selling new services and developing new accounts.
• Set and monitored sales targets and identified potential customers.
• Networked at events and prospected for new customers with diverse strategies.
• Prepared client budgets by reviewing client billing and managing monthly invoices.
• Promoted company offerings to diverse customers with targeted and disciplined approach.

My responsibility was to lead the Sales, Pre-Sales and Account Management team.

• Met with clients, delivering presentations, and educating on product and service features and offerings.
• Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
• Established and cultivated solid business relationships with new or existing customers.
• Closed lucrative sales deals using strong negotiation and persuasion skills.
• Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
• Resolved customer issues quickly to close deals and boost client satisfaction.
• Handled customer relations issues, enabling quick resolution, and client satisfaction.
• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
• Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
• Coached sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
• Evaluated performance against goals and implemented appropriate development plans.
• Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
• Recruited and hired top-level talent to add value and expertise to sales department.
• Coordinated with other departments to provide smooth execution of sales initiatives.
• Built strong relationships with clients by following up on previous purchases and suggesting new products.
• Facilitated regular team meetings to discuss challenges, successes and strategies.
• Developed and implemented strategies to increase sales and improve customer service.
• Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
• Maintained up-to-date knowledge of products and services offered to customers.
• Monitored daily sales performance and provided feedback to each team member.
• Communicated customer feedback and complaints to team members to promote proper resolution.

In my role I had to build various relationships with C-Level Executives in order to close our opportunities. This was done via Direct and Indirect Sales Channels. My Sales plan included selling Omni-Channel Customer experiences by using various Contact Centre capabilities including Enterprise Telephony that can be deployed either On Premise or in the Cloud.

• Directed client projects with eye for quality and customer needs.
• Maintained deep understanding of company services and products in order to offer most knowledgeable customer support.
• Applied business and marketing knowledge to develop briefs and pitches for customer projects.
• Met with clients to discuss advertising options and future growth goals.
• Obtained pricing deals, negotiated contracts, and solidified beneficial agreements.
• Managed accounts to retain existing relationships and grow share of business.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.

In my role I had to build various relationships with C-Level Executives in order to close our opportunities. This was done via Direct and Indirect Sales Channels. My Sales plan included selling Omni-Channel Customer experiences by using various Contact Centre capabilities including Enterprise Telephony that can be deployed either On Premise or in the Cloud

I was honoured to receive the Interactive Intelligence Shareholders / Board of Directors award. This award is presented to one individual every year who achieved extraordinary results and lived by the company Ethos/Vision and future direction.

Results for receiving this award:

• I assisted with the setup of 2 Telco partners in South Africa to take Hosted Contact Centre into the Market with the Interactive Intelligence Software.
• Acquired 18 new Hosted Contact Centre logos within 12 months.
• Trained and Certified partner Sales and Pre-Sales individuals.
• Co-Branded and Productised the solution inhouse.
• Contracted the biggest hosted Contact Centre deal with more than 1,500 agents.
• Contracted the biggest IPPBX deal within the Western Cape Government with more than 30,000 users.

Without doubt one of the highlights of my Career.

Part of my role included looking after existing accounts however acquiring new business as well.

• Developing and sustaining solid relationships with key clients.
• Addressing and resolving key clients' complaints.
• Acting as the main point of contact between key clients and internal teams.
• Compiling reports on account progress, goals, and forecasts for account teams and stakeholders.
• Developing a thorough understanding of key clients' needs and requirements and preparing customised solutions.
• Negotiating contracts with key clients and meeting established deadlines for the fulfillment of each client's long-term goals.
• Built and maintained strong client relationships to drive business growth.
• Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
• Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
• Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans.

• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
• Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
• Educated clients on new products or services to increase customer engagement with brand.
• Facilitated client satisfaction and renewed customer relations to drive growth.