Shabier Sulaiman
Customer Experience Manager
Cape Town
Summary
Dynamic Customer Experience and Sales professional with over 9 years of extensive experience in customer management, service, and retention. Demonstrated expertise in leading national multi-divisional teams with a strategic mindset, robust leadership abilities, and a commitment to high standards of work ethic and integrity. Adept at driving sales, improving customer journeys, and fostering team motivation to exceed targets.
Overview
16
16
years of professional experience
Work History
Customer Experience Manager
iConnect SA
8 2021 - Current
- Leadership & Operations: Oversee daily operations of the national Customer Experience Department and Account Management team.
- Sales & Retention: Design and implement strategies for retention, cross-selling, and up-selling, tracking team sales targets.
- Performance Management: Drive SLA and KPI metrics, process improvements, and quality control of customer service engagements.
- Team Development: Recruit, train, and develop staff to enhance product knowledge and customer service skills.
- Strategic Reporting: Analyze trends, develop mitigation strategies, and report on customer experience metrics to Exco and shareholders.
Key Account Manager
iConnect SA
12.2017 - 07.2021
- Client Management: Managed a portfolio of large enterprise customers, ensuring strong relationships and satisfaction.
- Sales & Solutions: Achieved monthly revenue targets through cross-selling and up-selling, acting as the main point of contact for stakeholders.
- Problem Resolution: Handled escalations and provided tailored solutions to meet customer needs.
Sales Executive
iConnect SA
12.2015 - 11.2017
- Lead Generation: Identified and pursued new business opportunities, generating significant leads.
- B2B Sales: Engaged with C-level executives, presenting tailored IT solutions to meet business needs.
- Revenue Growth: Consistently met and exceeded monthly sales targets.
Sales Assistant
iConnect SA
07.2015 - 11.2015
- Support: Assisted sales executives with lead generation and administrative tasks.
- Customer Engagement: Conducted door-to-door canvassing to generate new business opportunities.
Site Supervisor
Greenwood Trading
01.2012 - 06.2015
- Project Management: Managed operations, client liaison, and staff recruitment and training.
- Operational Efficiency: Ensured project completion within timelines and maintained high standards of work ethics.
Sales / Marketing Distributor
Radiant Marketing
05.2011 - 07.2011
- Sales Execution: Conducted face-to-face marketing and sales of Edcon clothing accounts.
- Time Management: Maintained punctuality and achieved daily sales targets.
Tele-Marketing Sales Agent
Direct Financial Solutions
07.2008 - 11.2008
- Cold Calling: Marketed and sold financial products, meeting sales targets consistently.
- Customer Satisfaction: Ensured accurate detail capturing and high customer satisfaction.
Education
Matric -
Plumstead High School
Cape Town, South Africa12.2006
N6 Business Management & Accounting -
False Bay College
Cape Town, South Africa07.2008
Skills
Leadership & Team Management
Customer Relationship Management
Sales Strategies & Revenue Growth
Retention & Customer Experience Improvement
Strategic Planning & Reporting
Process Implementation & Quality Control
Training & Staff Development
Multichannel Communication Management
Personal Information
- Date of Birth: 09/02/88
- Driving License: Code B
Timeline
Key Account Manager
iConnect SA
12.2017 - 07.2021
Sales Executive
iConnect SA
12.2015 - 11.2017
Sales Assistant
iConnect SA
07.2015 - 11.2015
Site Supervisor
Greenwood Trading
01.2012 - 06.2015
Sales / Marketing Distributor
Radiant Marketing
05.2011 - 07.2011
Tele-Marketing Sales Agent
Direct Financial Solutions
07.2008 - 11.2008
Customer Experience Manager
iConnect SA
8 2021 - Current
Matric -
Plumstead High School
N6 Business Management & Accounting -
False Bay College
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