Kerwin Manuel

• Developed strategic account plans to enhance client engagement and retention.
• Analyzed market trends to identify growth opportunities within key accounts.
• Facilitated regular business reviews to align services with client objectives.
• Negotiated contract terms, ensuring favorable conditions for both parties.
• Leveraged CRM systems to track account performance and customer satisfaction metrics.
• Collaborated with product development teams to tailor offerings based on client feedback.
• Collaborated with customers to learn business operations and capitalize on upselling and cross-selling opportunities.
• Enhanced client relationships by actively engaging with key stakeholders and addressing their concerns.
• Facilitated regular meetings with clients to review progress, address concerns, and discuss future opportunities.
• Managed complex projects effectively, coordinating resources and timelines to meet client expectations.
• Increased revenue growth by identifying new opportunities within enterprise accounts and developing strategic partnerships.
• Developed strategic account plans to identify growth opportunities and drive revenue expansion.

• Commercial Autotrader Dealer growth and retentions
• Responsible for taking the Autofuzion and Instant Offer products to Market from concept
• New Business Development
• Customer Retention
• Maintain a healthy Sales pipeline
• Mentored team members on best practices for performance management and continuous improvement initiatives.
• Collaborated with stakeholders to align departmental goals with organizational objectives, fostering a shared vision.
• Implemented customized coaching plans for individual team members, empowering them to reach their full potential.
• Developed and implemented performance improvement strategies to enhance operational efficiency.
• Analyzed key performance metrics to identify trends and drive data-driven decision-making.
• For the Dealerships I assist and advise them on how to maximise their digital advertising
• Analyzed performance metrics to identify areas for process improvement and operational efficiency.

• Developing and presenting proposals for future and existing clients
• Conducted presentations and negotiations with potential clients to secure contracts and agreements.
• Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
• Reached out to potential customers via telephone, email, and in-person inquiries.
• Completing of Tender and Vendor documentation
• Conducting Regular Client visits
• Developed and executed strategic partnerships to drive revenue growth.
• Analyzed market trends to identify new business opportunities and target segments.
• Cultivated relationships with key stakeholders to support long-term business objectives and client retention.

• Sourcing and establishing new clients
• Maintaining business relationships
• Developing and presenting proposals for future and existing clients
• Achieving monthly set targets
• Completing daily sales reports that are then reviewed by the General Manager
• Growing existing business from clients
• Generating of Sales (Cross and Up selling)
• Cold Calling
• Completing of Tender and Vendor documentation

• At InterGlobal PMI: I asked the Company to Purchase a Card Printing Machine, which enabled my team and I to drastically improve our SLA agreement on the Delivery of membership Cards
• Led strategic initiatives enhancing operational efficiency across departments.
• Developed and implemented policies ensuring compliance with industry regulations.

• Managed a Call Centre Team
• Led team performance initiatives to enhance customer satisfaction and operational efficiency.
• Analyzed performance metrics to identify areas for improvement and implement actionable strategies.
• Managed conflict resolution within teams, fostering a collaborative work environment.
• Oversaw scheduling and resource allocation to optimize service delivery across departments.
• Drove compliance with regulatory requirements, maintaining high standards of service quality and safety.
• Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
• Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.

• Managed Call Centre teams selling unsecured lending products
• Led cross-functional teams to enhance service delivery and operational efficiency.
• Developed and implemented strategic initiatives to improve customer satisfaction scores.
• Mentored junior staff, fostering professional development and team cohesion.
• Managed conflict resolution within teams, promoting a collaborative work environment.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
• Assisted in recruitment to build team of top performers.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.

• New Business Relationship Management
• Medical Aid related
• Managed Broker network queries
• Led cross-functional teams to enhance service delivery processes, resulting in streamlined operations and improved efficiency.
• Mentored junior staff on best practices in customer relationship management, fostering a culture of excellence and support.
• Managed customer relations on ongoing basis to maximize customer retention.
• Developed long-term relationships with customers through personalized interactions, ensuring loyalty and repeat business.
• Implemented CRM systems to track customer interactions, leading to more efficient follow-ups and enhanced customer experiences.

Managed Retail Customers

• Managed high-volume inbound and outbound calls efficiently, ensuring prompt customer service responses.
• Resolved customer inquiries and issues through effective communication and problem-solving techniques.
• Trained new agents on call protocols and customer interaction strategies to enhance team performance.
• Collaborated with cross-functional teams to address complex customer requests and improve service delivery.
• Built strong customer relationships with empathetic communication and active listening skills.
• Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
• Sold Retail Banking Products