SHAMSUDDIN SHAH
KITCHENER,ON
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 20-year background maintaining customer satisfaction and contributing to company success.
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Binzagr Company
02.2016 - 07.2024
- Took ownership of customer issues and followed problems through to resolution.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Increased sales revenue with effective cross-selling and upselling of products or services based on customers'' needs.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Boosted customer loyalty by providing exceptional support during the entire sales process from initial contact to after-sales care.
- Set aggressive targets for employees to drive company success and strengthen motivation.
National Key Accounts Manager - Unilever
Binzagr Company
09.2011 - 12.2014
- Maximized revenue growth for strategic clients through effective management of sales opportunities.
- Established trust-based relationships with clients by consistently exceeding expectations regarding communication, responsiveness, and issue resolution.
- Optimized resource allocation by monitoring budgets closely while overseeing projects from inception till conclusion.
- Tracked key performance metrics regularly, ensuring constant improvement in account management strategies over time.
- Implemented account plans to enhance customer retention and optimize business potential.
- Mentored junior account managers in best practices for managing key accounts efficiently and effectively.
National Key Accounts Manager
Reckitt Benckiser
10.2009 - 08.2011
- Created customized sales proposals for key accounts, showcasing unique solutions tailored to their specific needs.
- Achieved successful contract negotiations by utilizing strong persuasion skills and industry knowledge.
- Managed a portfolio of national accounts, ensuring timely response to customer inquiries and efficient problem resolution.
- Increased overall sales performance by implementing strategic account management plans.
- Established quarterly sales targets for national accounts team members that aligned closely with corporate objectives.
- Built and maintained strong client relationships to drive business growth.
- Analyzed sales and customer data to identify trends and opportunities for increased profitability.
- Set and achieved company defined sales goals.
- Negotiated prices, terms of sales and service agreements.
Regional Sales Manager, Karachi
Continental Biscuits Limited (Kraft Foods J.V)
02.2007 - 09.2009
- Achieved regional sales objectives by coordinating sales team, developing successful strategies, and servicing accounts to strengthen business relationships.
- Expanded market share within the region by identifying growth opportunities and collaborating with cross-functional teams.
- Developed a successful sales team through rigorous coaching, performance management, and ongoing training.
- Organized regular sales meetings, providing comprehensive updates on market trends, competitor analysis, and new product developments.
- Ensured customer satisfaction by addressing inquiries promptly, resolving issues, and providing exceptional service.
- Cultivated strong partnerships with distributors and retailers to increase product visibility and drive sales volume.
- Executed successful promotional events and trade shows.
Management Trainee, Area Sales Manager
Reckitt Benckiser Pakistan Limited
02.2004 - 01.2007
- Increased sales revenue by developing and implementing strategic sales plans for the assigned territory.
- Collaborated with marketing department to develop targeted promotional campaigns that drove sales growth.
- Achieved consistent annual revenue growth by continuously monitoring performance metrics and adjusting strategies accordingly.
- Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
- Analyzed market trends and competitor activity to identify new business opportunities and areas for growth.
- Launched new products successfully within the assigned territory by executing well-designed launch plans tailored specifically for each product line.
- Accompanied sales reps in field for ride-alongs to teach, observe and work one-on-one.
Education
Sloan MSc - Leadership and Strategy
London Business School
01.2015
MBA - Marketing
Institute of Business Administration
01.2002
BBA (Hons) - Finance
Institute of Business Administration
01.2000
Skills
- Customer Service
- Problem-Solving
- Training and mentoring
- Adherence to high customer service standards
- Complaint resolution
- Exceptional interpersonal communication
- Conflict resolution techniques
- Relationship Building
- Distributor/ Franchise Management
- Business Development
- Key Accounts Management
- Sales Planning & Forecasting
- P&L Management
- People Management
Languages
English
Full Professional
Timeline
Customer Service Manager
Binzagr Company
02.2016 - 07.2024
National Key Accounts Manager - Unilever
Binzagr Company
09.2011 - 12.2014
National Key Accounts Manager
Reckitt Benckiser
10.2009 - 08.2011
Regional Sales Manager, Karachi
Continental Biscuits Limited (Kraft Foods J.V)
02.2007 - 09.2009
Management Trainee, Area Sales Manager
Reckitt Benckiser Pakistan Limited
02.2004 - 01.2007
Sloan MSc - Leadership and Strategy
London Business School
MBA - Marketing
Institute of Business Administration
BBA (Hons) - Finance
Institute of Business Administration
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