Peter Paul
Territory Sales Manager
Lahore,PB
Summary
16 Years of Work Experience, Results-oriented Territory Sales Manager and Customer Service Advisor with high energy levels and passion for customer service and sales. Polished in increasing sales volume by developing business opportunities and implementing effective sales programs. Critical thinker possessing first-rate multitasking, problem-solving and communication skills. Expertise in Customer Service and minimizing shrinkage.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
Work History
Territory Sales Manager
DHL Pakistan Pvt. Ltd
Lahore
02.2017 - Current
- Delivered 112% Revenue Per Day Growth
- Delivered 128% Sales Per Day Growth
- Exceeded targets by acquiring potential customers and increased shipments' weight by 43%
- Serviced 114 customers' accounts while devoting significant energy to prospecting new leads with 30% conversion rate.
- Won 3 Consecutive Best Sales Person of the Quarter Awards in 2022.
- Managed portfolio of key corporate accounts by establishing rapport with customers and ensuring client needs are recognized and met.
- Responsible for revenue generation from assigned territory by retaining existing customers and targeting new business opportunities against assigned sales targets.
- Ensured customer prices are reviewed on regular basis and whenever any discrepancy arises between actual and promised volumes, re-negotiation takes place.
- Monitored customer’s performance, loyalty and satisfaction to measure success, business fluctuation and possible business at risk.
- Managed cross functional coordination for swift movement of shipments from pick up till delivery.
- Held meetings with Area Sales Manager to identify techniques to overcome sales obstacles.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
- Attracted new clientele and developed customer relationships by providing customer-focused services.
Key Accounts Support Executive
DHL Express
Karachi, SD
03.2016 - 01.2017
- Prepared daily, weekly, and monthly reports of shipments of 10 top customers.
- Responded to 100 customers’ queries (on average) raised through email and calls.
- Looked after Key Account Customer's account which gave highest number of shipments to DHL Express Pakistan.
- Looked after fifty account holders as single point of contact to provide specialized Customer Service.
- Provided assistance to customers for verbal and written queries.
- Monitored shipments by downloading of Data and maintaining reports daily Basis.
- Handled International calls of counterparts and International Customers who spoke in english language only.
- Handled shipments’ Incidents during Transit Time, i.e. Lost, Delay, Bad address and Customs Inspections, etc.
- Coordinated with counterparts across DHL Global Network.
- Handled Import and Export Queries.
- Handled Customs Queries such as Customs procedures and Clearance.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Developed and maintained courteous and effective working relationships
- Resolved problems, improved operations and provided exceptional service
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
Customer Service Advisor – (Tracing)
DHL Express
Karachi, SD
01.2015 - 02.2016
- Handled over 500 Karachi based customer of DHL Express
- Provided assistance to customers for verbal and written queries.
- Monitoring shipments and downloading of Data on daily Basis.
- Handling International calls of counterparts and International Customers.
- Providing Tracking of International Shipments to Customers by using GEMA (Global Event Management Application).
- Handling shipments’ Incidents during Transit Time. I.e. Lost, Delay, Bad address and Customs Inspections, etc.
- Correspondences across DHL Network around the World.
- Handling Import and Export Queries.
- Handling Customs Queries such as Customs procedures and Clearance.
Sending appropriate replies to counterparts’ queries around the world via outlook and DHL Corresponding Tools. - Assisting customers with International Tariff Rates.
Customer Care Executive (Claims and Complaints)
DHL Express
Karachi, SD
05.2013 - 12.2014
- Reduced claims by 20% by implementing cost saving initiatives that addressed long-standing operational problems.
- Responding to customers’ complaints and queries within 24 hours that are raised on DHL Express website
- Handling customers’ claims of Non-Insured shipments in light fop DHL Claim policy by thoroughly investigating incident.
- Handling customers’ claims of Insured shipments by forwarding case to insurance company after thorough investigation.
- Handling Legal claims of Non-Insured shipments by forwarding case to company’s Lawyer after thorough investigation.
Logging of complaints into GEMA. - Searching and finding lost shipments on DHL lost and found websites.
Proving timely progress of claims and complaints being handled to relevant customers. - Submission of Journal Voucher to finance department to adjust claims from billing.
- Proper Logging of complaints and claims into DHL System.
Coordination with finance department to get refund payments ready and to dispatch them to relevant customers as recompense. - Handling calls that relates to complaints and claims
- Worked flexible hours across night, weekend and holiday shifts
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Customer Care Executive Back Line
DHL Express
Lahore, PB
11.2007 - 04.2013
- Looked after over 400 Karachi based customer of DHL Express
- To provide assistance to customers for verbal and written queries.
- Monitoring shipments and downloading of Data on daily Basis.
- Handling International calls of counterparts and International Customers.
- Providing Tracking of International Shipments to Customers by using GEMA (Global Event Management Application).
- Handling shipments’ Incidents during Transit Time, i.e., Lost, Delay, Bad address, and Customs Inspections, etc.
- Correspondences across DHL Network around World.
- Handling Import and Export Queries.
- Handling Customs Queries such as Customs procedures and Clearance.
- Preparation and submission of Activity Report on daily and monthly basis.
- Sending appropriate replies to counterparts’ queries around world via outlook and DHL Corresponding Tools.
- Assisting customers with International Tariff Rates.
- Handling and arranging Local and International Pickups.
- Assignments of files to different departments’
- Perform duties both in Day and Night Shifts.
- Perform duties on 24/7 Desk in shifts.
- Work Included sending acknowledgements to counterparts of their first request.
- Handling and managing Service Desk of DHL Pakistan
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
Customer Services Executive (Front Line)
DHL Express
Lahore, PB
07.2006 - 10.2007
- Handled 80 enquiries via phone everyday and responded to over 50 emails of customers everyday.
- Prepared and submitted of Activity Report on daily and monthly basis.
- Responded to customers' calls by providing tracking of their international shipments.
- Handled Import and Export Queries.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment
- Developed and maintained courteous and effective working relationships
- Exceeded goals through effective task prioritization and great work ethic
Education
Bachelor of Arts - Sociology
University of Karachi
Karachi 01.2010 - 12.2010
Skills
Face to Face and Telephonic Sales
Written and Verbal English Communication
MsOutlook, MsPower Point, MsExcel
Administrative Ability
Territory Management
Customer Service
Negotiation and Interpersonal skills
Administrative ability
Complaint resolution
Report preparation
CRM
Account management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
Territory Sales Manager
DHL Pakistan Pvt. Ltd
02.2017 - Current
Key Accounts Support Executive
DHL Express
03.2016 - 01.2017
Customer Service Advisor – (Tracing)
DHL Express
01.2015 - 02.2016
Customer Care Executive (Claims and Complaints)
DHL Express
05.2013 - 12.2014
Bachelor of Arts - Sociology
University of Karachi
01.2010 - 12.2010
Customer Care Executive Back Line
DHL Express
11.2007 - 04.2013
Customer Services Executive (Front Line)
DHL Express
07.2006 - 10.2007