Nazia Sultana

Sales, Business Development & Customer Service Manager

An Executive MBA Graduate and Passionate, Result Oriented Professional offering
consummate exposure of over 13+ years with strong people skills, attention to
detail, problem solving skills. Proven management, sales and business development
experience. Accomplished in determining most optimal operational practices
achieving all objectives and ensuring smooth operations.

Professional Experience

First Advantage – BPO / KPO, Bangalore - IND

IQPC - B2B Global Conferences, Dubai -UAE
Assistant Manager Operations - Team Size - 90
Sales & Business Development - Individual Contributor
Associates and 4 Team Leaders

+971558391741 July 2019 - March 2020 January 2012 - April 2017

Generate Revenue Team Management
• Researching, lead generation and selling sponsorship • Drive performance for teams and ensure that all client
and delegate packages for Large Scale B2B events for matrices are met as per the Service Level Agreement.
GCC, Africa, Asia and European Markets. • Successfully develop, lead and manage sales, service,
• Generate exhibition revenue with agreed targets and
www.linkedin.com/in/nazia-
client management, operations and collections teams.
objectives.
• Ensuring motivation, mentoring, team building, rewards
sultana-6356b919/ Business Development and recognition, thus sustaining morale, high
performance & eventually control attrition.
• Establish and nurture clients and build strong
relationships - cleverly managing and meeting Operations Management
delegates expectations therefore customer retention • Provided superior Service Delivery in a voice/semi voice
is high. process.
• Generate new business through consultative sales • Key driver for achievement of revenue and margins,
naziasultanakhan4718 techniques. internal & external reporting.

@gmail.com Plan and Organize • Forecasting workload and scheduling staff to meet
anticipated workload within scheduled turnaround time
• Prepare revenue forecast and sales report to
thereby enhancing efficiency.
management on a weekly basis.
Process Management
Customer Service
• Capable of handling processes with complete
• Respond quickly and effectively to customer inquiries
Core Competencies
accountability in order to provide high-end services.
with a focus on defining the value of attending our
• Mapping business requirements, developing and
leading B2B events.
implementing processes; leading process improvement
• Develop and grow a strong comprehension of initiatives.
professional sales skills including value-based selling
and objection handling. Client Management
Customer Service Market Spend Optimization Market Research and Production •Understand the client requirements and develop client
specific teams and processes, align them with the
• Carry out market research with senior industry
company's vision.
Data Analysis Performance Management professionals to understand cutting edge conference
topics. • Cementing healthy relationships -ups with
• Research and generate future conference topics financially strong corporates, resulting in deeper
market penetration and reach.
Business Development B2B Sales based on industry trends.
• Create surveys and generate data to understand • Conceptualizing and implementing competent
the market trends. strategies to penetrate new accounts and expand
existing ones for a wide range of products / services.
People Management Call Center Management

Gulf International - Johnson & Johnson - FMCG America Online - Call Centre, Bangalore - IND
Account Management Transition Management
Dubai - United Arab Emirates Call Centre Team Manager - Team Size - 30
Trade Marketing Analyst - Individual Contributor Associates and 3 Assistant Team Leaders.
Project Management Operations Management March 2006 - May 2011
September 2017 - October 2018

SLA Management Market Research • Responsible for managing the portfolio of key accounts for • Ensured teams deliver superior service to all customers
the company. and strict adherence to internal & external regulations.
• Plan and optimise market spend by looking after all trade • Consistently delivered and exceeded expected
Excellent Communication & Interpersonal Skills promotions, execute marketing plans and projects. performance while working within the stringent quality
• Conduct market visits to evaluate visibility and market parameters set by the client as per the SLA
coverage of our products monitor competitor activities, • Coach, train and mentor the team to achieve sales and
pricing strategy, current promotions and stock level. AHT targets and ensure call quality is maintained by

Personal Information • Forecasting for various trade deals, consumer offers and
passing it to the demand planning team.
adhering to compliance procedures.
• Played a pivotal role in serving as a single point of
contact for resolving all process related issues of clients.
• Build daily, weekly and monthly reporting and business
• Resourceful in controlling attrition below 15% and
Date of Birth
tracking to aid strategic discussion across all brands.
01/04/1985 • Monitor stock movement suggesting promotions and
retaining high performers in the team.
• Tracked and analysed KRA’s to identify gaps and
Civil Status Married
trade deals on slow moving or near expiry products. implement corrective actions as required.

Nationality Indian
Passport No R0346808
Achievements
Address Dubai
• Successfully transitioned 2 process and was responsible for hiring, planning training, end to end
process set up.

Hobbies • End to end transition of process from Manila to India, pre transition 70 FTE’s and post transition 40
FTE’s, teams were able meet and exceed all KPI’s within 3 months of transition.
• Team was awarded for achieving highest number of sales for 3 consecutive quarters.
Cooking Novels
• Won award for best people management leader.
Reading Traveling