Angele E Alami
Calgary,AB
Summary
A result-driven professional with a strong business background and practical experience in diverse aspects of global business operations. Well-versed in strategic planning, market analysis and cross-cultural communication with a demonstrated ability to navigate complex business environments and drive growth through effective problem-solving and collaboration. adept at building strong relationships and effectively managing cross-functional teams to achieve organizational objectives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Team Lead - Sales and Service
Concentrix Technologies
12.2021 - Current
- Successfully leading a team of sales representatives and achieved a significant increase in sales revenue by 25% within the first quarter of 2023.
- Implementing strategic coaching and training programs for the sales and services team, resulting in improved performance, productivity, and quality of service delivery.
- Building and maintaining strong relationships with key clients, resulting in a client retention rate of 90% and additional business opportunities.
- Successfully managing multiple complex projects concurrently, ensuring timely delivery of products and services to clients, and achieving a customer satisfaction rate of 95%.
- Providing leadership, mentorship, and guidance to a team of 12 sales and services representatives, fostering a positive work environment and consistently achieving team targets.
- Developing and implementing performance metrics to track individual and team performance, enabling data-driven decision-making and identification of areas requiring improvement.
- Implementing customer feedback mechanisms and initiated customer-centric initiatives, resulting in an increase in customer satisfaction scores by 15%.
- Fostering collaborative relationships with cross-functional teams, such as IT, operations, and finance, to align goals and optimize synergy, resulting in increased efficiency and effectiveness.
Business Support Specialist
Intact Insurance
09.2020 - 12.2021
- Delivered and implemented streamlined processes for the insurance claims department, resulting in a 20% reduction in average claim handling time.
- Conducted comprehensive data analysis and generated reports for senior management, leading to data-driven decision-making and improved operational efficiency.
- Collaborated with cross-functional teams to design and launch a new online customer portal, enabling policyholders to easily access policy information and make changes, resulting in a 15% increase in customer satisfaction.
- Led a project to upgrade the company's CRM system, resulting in improved data accuracy and accessibility, and increasing the efficiency of customer service representatives by 25%.
- Provided training and support to the company's broker team on Intact’s new platform, increasing their efficiency by 5%.
- Assisted in the development and execution of a customer retention strategy, resulting in a 5% increase in policy renewals and reduced customer churn rate.
- Acted as a liaison between IT and business departments, identifying and resolving system issues and improving overall system functionality to enhance business operations.
Customer Success Analyst
Telus Mobility
01.2019 - 08.2020
- Successfully managed a portfolio of 15+ clients, exceeding customer satisfaction goals by consistently meeting and surpassing key performance indicators.
- Led cross-functional teams to implement and integrate new software and tools, increasing productivity and efficiency by 15% and enhancing the overall customer experience.
- Collaborated with the sales team to identify upsell and cross-sell opportunities, resulting in a 15% increase in average deal size and contributing to a 10% increase in overall company revenue.
- Delivered customized training programs for clients, improving their product knowledge and usage, leading to a 20% reduction in customer support tickets.
- Acted as the primary point of contact for customer escalations and complaints, providing timely resolution and ensuring customer satisfaction, resulting in a 25% decrease in escalations.
- Implemented customer feedback initiatives and surveys, significantly improving overall customer satisfaction scores by 15% and increasing customer loyalty.
- Mentored and coached junior customer success team members, resulting in increased team effectiveness and a 20% reduction in employee turnover.
Business Development Associate
The Acquisition Group
05.2019 - 03.2020
- Collaborated with cross-functional teams to develop tailored proposals and presentations for prospective clients, leading to a 25% increase in conversion rate.
- Contributed to the development of sales materials, ensuring alignment with the company's brand positioning and messaging.
- Conducted market research and competitive analysis to identify key trends and target areas for business growth, resulting in the successful expansion into a new market segment.
- Assisted senior consultants in managing and nurturing client relationships, fostering long-term partnerships and repeat business opportunities.
- Participated in team meetings and actively contributed ideas and insights to help improve the overall business development process and achieve team goals.
- Actively stayed updated on industry trends and best practices in business development through attending conferences, webinars, and networking events.
- Received recognition for consistently exceeding sales targets and displaying a strong commitment to driving business growth and delivering exceptional customer service.
Education
Master of Science - International Business Management
University of Wolverhampton
Wolverhampton, England12.2018
Bachelor of Science - Business Management
Catholic University of Cameroon
Bamenda, Cameroon12.2016
Skills
- Project Management
- Leadership and Team Building
- Problem Solving
- Relationship Building
- Excellent Presentation and Facilitation
- Time Management
- Multitasking and Organization
- Cross-functional Collaboration
- Verbal and Written Communication
- Agile Team Player
Certification
- Project Management Professional (PMP) - 02/2023
- Professional Scrum Master 1 (PSM 1) - 04/2022
- Google IT Professional Certification - 02/2022
- Google Project Management Certification - 02/2022
Volunteer Experiences
Youth Delegate / 10/2018 to 10/2021
United Nations Conference on Trade and Development (UNCTAD) - Geneva, Switzerland
- Liaised with other youths by sharing ideas and experiences in preparing inputs for UNCTAD meetings on trade and development-related issues in our respective home countries.
- Identified issues, analyzed information and provided solutions to build narratives about the future.
- Prepared inputs to UNCTAD meetings on trade and development-related issues with fellow youths.
- Participated in various youth events to make our voices heard.
Timeline
Team Lead - Sales and Service
Concentrix Technologies
12.2021 - Current
Business Support Specialist
Intact Insurance
09.2020 - 12.2021
Business Development Associate
The Acquisition Group
05.2019 - 03.2020
Customer Success Analyst
Telus Mobility
01.2019 - 08.2020
Master of Science - International Business Management
University of Wolverhampton
Bachelor of Science - Business Management
Catholic University of Cameroon
- Project Management Professional (PMP) - 02/2023
- Professional Scrum Master 1 (PSM 1) - 04/2022
- Google IT Professional Certification - 02/2022
- Google Project Management Certification - 02/2022
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