Zaahir Hassen
Melbourne,VIC
Summary
A dedicated and results-driven professional with over 8 years of experience in sales, customer relations, and team management across multiple industries. Skilled at managing teams, improving customer retention, and streamlining operations to drive positive outcomes. Adept at implementing strategies to enhance sales and customer service metrics while ensuring a high standard of service.
Overview
9
9
years of professional experience
Work History
Customer Relations Manager
Berwick City (Formerly Berwick Motor Group)
06.2023 - 09.2024
- Led the customer relations team responsible for service bookings, follow-ups, and ensuring high levels of customer satisfaction for the service department
- Achieved a gross profit of $2,592,649.14 in the 2023-2024 financial year through strategic enhancements to the service booking process
- Increased service bookings by 26%.
- Optimized the use of the Titan dealer management system's capabilities and improved internal processes for service scheduling,
- Provided ongoing training and performance feedback
- Worked closely with senior and executive management
- Handled complaints, provided solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Contributed to process improvements by providing insights on consumer preferences gathered from direct client interactions and feedback analysis.
Sales & Onboarding Supervisor
Veolia
10.2022 - 06.2023
- Managed a team of 14 sales consultants, assigned daily tasks, set and tracked sales targets, recruited, trained, and evaluated team members,
- Collaborated with cross-functional teams, and spearheaded initiatives to reduce sales errors and improve workflow efficiency.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Sales & Onboarding Team Leader
Veolia
05.2022 - 09.2022
- Led a team of 7
- Training and development programs, managed team priorities
- Resolved escalations and customer complaints
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Sales & Onboarding Consultant
Veolia
07.2021 - 04.2022
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Portfolio of customers with annual spends under $10k
Business Sales Consultant
Employsure
06.2019 - 11.2020
- Contacted 80-100 SME leads daily to secure new business, and set appointments for business development managers
- Provided clear explanations of product and service offerings to clients
- Established trust with prospective customers by conducting thorough needs assessments
Telesales Representative
Mercury Energy
07.2017 - 11.2018
- Managed 30-40 inbound and outbound calls focusing on retaining customers and upselling products, exceeded sales and campaign targets, and kept up-to-date on competitor pricing.
Online Chat Specialist/Retention Specialist
Vodafone NZ
11.2015 - 07.2017
- Retained customers by offering personalized service and product upsells, met monthly revenue targets through effective time management and customer engagement strategies.
Education
Bachelor of Communications (Public Relations) -
Auckland University of Technology
Auckland, New Zealand07-2015
National Certificate of Educational Achievement (level 3) -
Avondale College
Auckland, New Zealand12.2011
Skills
- Relationship Building
- Problem-Solving
- Communication
- Customer Retention
- Lead prospecting
- Team Leadership
- Staff Development
- Workload Management
- Performance improvement
- Microsoft Word, Excel and PowerPoint proficiency
- CRM software proficiency
References
Available upon request
Timeline
Customer Relations Manager
Berwick City (Formerly Berwick Motor Group)
06.2023 - 09.2024
Sales & Onboarding Supervisor
Veolia
10.2022 - 06.2023
Sales & Onboarding Team Leader
Veolia
05.2022 - 09.2022
Sales & Onboarding Consultant
Veolia
07.2021 - 04.2022
Business Sales Consultant
Employsure
06.2019 - 11.2020
Telesales Representative
Mercury Energy
07.2017 - 11.2018
Online Chat Specialist/Retention Specialist
Vodafone NZ
11.2015 - 07.2017
Bachelor of Communications (Public Relations) -
Auckland University of Technology
National Certificate of Educational Achievement (level 3) -
Avondale College
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