Salesforce
Sneha Lakhani
SME + Sales Support @ Sales COE - Bell BBM
Toronto,ON
Summary
Passionate and results-driven analyst with a proven track record in extracting actionable insights from complex datasets. Proficient in Microsoft Office and Salesforce, adept at optimizing business processes. Skilled in transforming raw data into meaningful information to drive operational efficiency and foster business growth. Collaborative and skilled at working with cross-functional teams to understand business needs and deliver impactful solutions. Experienced in understanding stakeholder needs, defining clear objectives, and implementing data-driven strategies for continuous improvement. Expertise in creating targeted customer segments and optimizing marketing campaigns. A collaborative team player focused on streamlined communication for seamless implementation of business processes and strategies.
Overview
5
5
years of professional experience
1
1
Certification
6
6
years of post-secondary education
Work History
Sales Support @ Centre of Excellence | Bell BBM
Bell Canada - Nordia INC.
Toronto , ON
01.2023 - Current
- Analyzed client data to customize solutions based on overage cost and usage, optimizing sales processes and improving team performance
- Contributed to renewal and acquisition efforts by creating proposals and contracts, while enhancing communication efficiency through email templates
- Conducted training sessions to enhance sales efficiency, analyzing and reporting sales statistics to team managers
- Configured Salesforce platform, developed dashboards, and generated reports to support sales representatives and team leaders
- Maintained Salesforce platform by addressing support tickets, user issues, and workflows, ensuring smooth operations
- Collaborated on sales presentations, supported acquisition and renewal projects, and analyzed reports to tailor services accordingly
- Prepared persuasive sales presentations, ensuring adherence to professional service standards and maximizing customer satisfaction
- Managed escalation calls, resolving issues promptly to meet both customer and business requirements
- Communicated with External Sales Channel Partners to resolve order submission issues and provided process support
- Processed orders and contracts for the in-field sales team, ensuring seamless transactions and customer satisfaction.
Sales Support Prime / Subject Matter Expert
Bell Canada – Nordia INC
Toronto , ON
03.2023 - Current
- Led the Sales Centre of Excellence team, providing resources such as job aids and tools to ensure exceptional results
- Defined and meticulously documented business objectives, providing a clear roadmap for the implementation of strategic initiatives and strategies
- In the Wireless domain, focused on swift and rigorous execution, successfully managing over 2700 Wireless Acquisition & Renewals opportunities, and launching and supporting 1172 IoT unit activations, representing 63% of total activations in Q2/Q3, showcasing team agility and responsiveness to market demands
- Collaborated with sales professionals to address inquiries, promptly resolve issues, and develop strategies for enhanced sales effectiveness
- Provided constructive feedback and expert coaching on CRM skills, compiling and presenting sales statistics and coaching data to Team Managers for strategic decision- making
- Developed and customized Dashboards for real-time monitoring of Key Performance Indicators (KPIs), generating reports and custom dashboards for Sales reps and Team Leaders
- Managed the Salesforce platform, addressing support tickets, user issues, and workflow enhancements
- Enhanced communication efficiency by creating templates for standardized emails to dealers and conducting training sessions to empower teammates with improved sales process efficiency
- Analyzed and reported sales stats and coaching data to the Team Manager
- Implemented continuous improvement strategies, collaborating closely with cross- functional team members to streamline communication and efforts for successful strategy implementation
- Created targeted customer segments based on behavioral and transactional data, aligning them with campaigns and personalization strategies to achieve ambitious targets.
Subject Matter Expert @ CDS
Bell Canada - Nordia INC.
Toronto , ON
11.2022 - 01.2023
- Supervised and coached 20+ sales experts within Team CDS, fostering continuous improvement in sales performance
- Provided peer-to-peer coaching, offering effective solutions to enhance sales techniques
- Assisted sales experts during calls, troubleshooting technical issues as needed
- Managed team support, floor assistance, and handled escalation calls, identifying call trends and creating job aids for Team CDS
- Reported sales and coaching data status to the Team Manager for strategic decision-making
Sales Representative - Consumer Inbound Sales Representative
Bell Canada - Nordia INC.
Toronto , ON
05.2022 - 01.2023
- Managed incoming calls from customers, addressing queries related to Bell Mobility and residential services
- Promoted offers and articulated the benefits of Bell products and services to customers
- Provided direct assistance on various subjects, redirecting requests to appropriate departments as necessary
- Achieved sales targets, contributing to team success, and prioritized delivering exceptional customer service
- Identified and evaluated potential customers using lead generation tools, assessing their interest, budget, and decision-making power to convert them into potential clients
- Contacted 20-25 clients daily to offer Bell's mobility services, including voice and data services for individuals, corporates, and small businesses
- Built rapport and maintained positive relationships to foster trust and loyalty among clients
- Met monthly sales quotas and activity levels consistently through cross-selling and upselling strategies, with regular follow-ups and a proactive approach to closing deals
- Coordinated with other departments and teams, such as marketing, sales, and customer service, to ensure a cohesive and seamless customer experience
- Maintained high performance standards and consistently ranked as one of the top representatives on a monthly basis
- Stayed updated on industry trends, competitors' offerings, and sales techniques to improve sales performance and adapt to changing market dynamics.
Assistant Store Manager
Complete Mart
North York , ON
01.2022 - 05.2022
- Efficiently managed a convenience store, coordinating tasks and team activities
- Assisted field sales team members on access and optimal leverage of CRM and enforced daily sales targets, facilitated staff communication in improving customer relationship and sale performance
- Trained team members in proper data entry and developed strong rapport with customer and created positive impression of business
- Engaging customer and assist them to the aisle to find right products and guide them with the services
- Proactively generated sales leads, resulting in the development of new customer relationships
- Managed incoming calls and provided excellent customer service, identifying and addressing customer needs to achieve satisfaction
- Analyzed the data while reviewing the demand of the products and services to win the trust and satisfaction of the customers.
Business Development and Marketing Analysts Consultant
Sanjay Gas Agency, Bharatgas LPG Distributor
Junagadh, Gujarat
06.2019 - 12.2021
- Implemented effective sales strategies resulting in a notable 29% increase in customer base through collaborative teamwork
- Enforced monthly sales targets, facilitated staff communication, and maintained CRM systems
- Proactively generated sales leads, fostering new customer relationships
- Managed incoming calls, delivering exceptional customer service by promptly addressing inquiries
- Supported Sales and Operations department team by handling all administrative tasks
- Maintained customer satisfaction by providing primary customer support to internal and external customers
- Developed and managed customer and team relationships to compile and analyze data, leading to efficient conflict resolution and sharing of best practices with stakeholders and managers across branches
- Promoted digital booking and payments through accurate data entry and effective communication strategies, resulting in a 45% increase in digital payments and a increase in digital bookings
- Coordinated monthly team meeting, motivated and trained employees to maximize team productivity.
Intern
Gujarat Terce Laboratories Ltd
Ahmedabad , Gujarat
04.2019 - 06.2019
- Entered and maintained accurate and up-to-date information related to social media activity, events, bookings, and payments into company databases and systems
- Developed a comprehensive social media strategy to boost following and engagement on platforms like Google, Facebook, Instagram, Twitter, and others
- Extracted valuable insights from social media activity data and event-related metrics, aligning them with company goals and objectives
- Analyzed event-related metrics to identify trends and opportunities for improvement, enhancing future outcomes.
Education
MBA - Marketing and Media Analytics
Symbiosis Institute of Media and Communication
Pune, Maharashtra, India 2018.06 - 2020.03
BA (Hons) - Mass Communication, Marketing
School of Liberal Arts
Gandhinagar, Gujarat, India 2014.07 - 2018.05
Skills
- Strong communication and relationship-building skills for effective sales interactions
- Proven track record in prospecting, achieving sales quotas, and ensuring customer satisfaction
- Comprehensive product knowledge and ability to articulate features and benefits effectively
- Proficient in
- Salesforce, Excel, and MS Office for data management and analysis
- Detail-oriented with a focus on maintaining data accuracy
- Skilled in persuasive sales techniques and end-to-end sales process management
- Willingness to undergo technical training for informed customer solutions
- Strong multitasking and problem-solving abilities, with a commitment to meeting deadlines
Certification
- Microsoft Excel (Intermediate & Advanced)- since May 2019
- Google certified Data Analytics and Project Management since 2022
Software
Microsoft Office
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