SHAHD ALNATOUR
Sales, Business Development, Quality Assurance And Training Specialist
Amman, Jordan
Summary
CAREER OBJECTIVE:
I am dynamic and hardworking, seeking for an opportunity to ensure my professional skills, capabilities and knowledge in an organization that recognizes the hard work and entrusts me with responsibilities and new challenges.
Overview
3
3
years of professional experience
Work History
Telesales Training Specialist
ClinicExpert International Healthcare Services
06.2023 - 08.2024
- Developed and implemented comprehensive training programs for telesales teams, focusing on sales techniques, sales objection handling, product knowledge, and customer service skills.
- Conducted internal training and coaching sessions to enhance the performance and effectiveness of telesales representatives.
- Developed comprehensive training materials, including Google Slides, PowerPoint presentations, and detailed booklets, for both new hires and experienced telesales representatives to support their achievement of sales targets.
- Trained new hires with comprehensive sales training programs to ensure a smooth transition and integration into the team.
- Provided continuous support and ongoing guidance to telesales teams to address performance issues and reinforce training concepts.
- Collaborated with sales managers and team leaders to identify training needs and align programs with organizational goals.
- Conducted interviews and English language tests with new candidates in order to test their eligibility to work as Telesales representatives at Clinicexpert.
Quality Specialist
Clinicexpert International Healthcare Services
08.2021 - 06.2023
- Audited and ensured that business operations met ClinicExpert standards; aligned with the guidelines set by the Turkish Ministry of Health.
- Conducted marketing research on competitors' sales techniques, developed ad-hoc reports, and analyzed collected data to provide optimal business insights and recommendations for strategic development.
- Managed sales responsibilities constituting 25% of my role, handled daily calls and maintained communication with clients (patients) via email and WhatsApp throughout the process until deal closure.
- Organized & provided sales training for telesales agents in order to build a high-performing team.
- Listened to the calls of the telesales agents with patients, evaluated these calls according to certain criteria, and worked to improve their quality.
- Developed and maintained efficient quality assurance tests according to required policies and procedures.
- Instructed telesales representatives and provided feedback on effectively managing patient objections and concerns.
- Conducted interviews and English language tests with new candidates in order to test their eligibility to work as medical consultants (Telesales representatives) at ClinicExpert.
- Evaluated the performance of the telesales team to determine if they have effectively applied the feedback received from training and whether they have met their monthly sales targets.
- Prepared reports on telesales team performance and submitted them to management.
Business Development Officer
Arab Advisors Group
1 2020 - 1 2021
- Researched the MENA market to identify potential companies and clients who could benefit from the company’s services, providing valuable leads for the sales team.
- Identified and targeted new business opportunities, including new markets, sectors, or industries that could benefit from market research services.
- Prepared weekly reports of potential client lists who were offered an initial proposal and provided these reports to the Sales and Business Development Manager.
- Engaged with potential clients, typically senior executives like general managers or directors, to understand their needs and present tailored market research solutions.
- Prepared and presented compelling proposals to potential clients, showcasing the value and benefits of the company’s market research services in coordination with the Sales and Business Development Manager.
- Assisted the Sales and Business Development Manager by managing client inquiries, and ensuring effective communication and engagement.
- Updated and managed the CRM system with client information, sales activities, and market research findings to facilitate accurate tracking and follow-up.
- Organized meetings, scheduled calls, and followed up on sales leads, ensuring smooth coordination between the sales team and potential clients.
Sales Support Officer
Arab advisors Group
7 2019 - 1 2020
- Communicated with potential clients, primarily general managers in the telecommunications sector and other industries, to provide them with initial proposals or information about the market research services the company offers.
- Connected interested clients with the Sales and Marketing Manager by arranging meetings, where the manager can provide a more comprehensive overview and finalize proposals.
- Provided administrative support to the sales team, including scheduling meetings, preparing documents, and managing correspondence.
- Updated and maintained customer relationship management (CRM) systems with accurate and current client information.
- followed-up with clients after sales pitches or meetings and responded to their inquiries.
Surveyor
Arab Advisors Group
01.2019 - 7 2019
- Created and designed survey questionnaires and tools to gather relevant data from target audiences.
- Conducted surveys through various methods such as phone interviews, online surveys, face-to-face interactions, or mail, ensuring accurate and unbiased data collection.
- Identified survey participants who meet the criteria for the research study, ensuring a representative sample of the target population.
- Conducted quality control checks on interviews to ensure accuracy and consistency in data collection.
- Collected and inputted data into survey software, maintaining data accuracy throughout the process.
- Worked closely with research analysts and project managers to align survey findings with broader market research goals and strategies.
Education
B.A. Degree In Public Administration
University of Jordan
Amman, Jordan2018
Skills
Quality Audits & Assessments
Sales Training
Coaching
Telesales
Telemarketing
Customer care
CRM Software
MS Office
Excellent written and oral communication
Focus on quality and details
Flexibility and Adaptability
Planning and Organizing
Presentation Skills
Providing Assistance and Support
Ability to work well under pressure
Negotiation
Sales Objections Handling
Consultative Sales Techniques
Upselling techniques
Cross-selling Techniques
Languages
Arabic
Proficient
C2
English
Proficient
C2
Turkish
Intermediate
B1
Accomplishments
- Achieved $189,000 in sales revenue within the first two years at ClinicExpert, resulting in a salary raise equivalent to that of a premium sales agent, even though sales accounted for only 25% of my responsibilities at the company.
- Successfully trained and developed a cohort of over 1500 individuals, achieving an impressive conversion rate of more than 73% into qualified sales representative agents. Notably, 86% of these individuals lacked any previous sales experience, highlighting the effectiveness of the training program in cultivating successful sales professionals.
- Achieved measurable improvements in the overall sales performance of the team.
- Implemented training materials and initiatives that resulted in a noticeable improvement in the selling skills of the sales team.
- Achieved high levels of participation and engagement in training programs.
- Received positive feedback from sales representatives regarding the impact of training on their performance.
Additional Experience and Activities
Certified Fitness Instructor
GX Gym - Amman, Jordan
[2016-2021]
Conducted weekly group Exercise classes, and helped clients achieve their fitness goals.
Certified by: Harakeh Fitness Academy and Lis Mills International
Personal Attributes
- Well mannered.
- Flexible and able to adapt in any situation.
- Hard working and positive thinker.
- Professional with good etiquette.
- Always keen to learn something new.
- Confident.
- Enjoy guiding and helping others.
Timeline
Telesales Training Specialist
ClinicExpert International Healthcare Services
06.2023 - 08.2024
Quality Specialist
Clinicexpert International Healthcare Services
08.2021 - 06.2023
Surveyor
Arab Advisors Group
01.2019 - 7 2019
Business Development Officer
Arab Advisors Group
1 2020 - 1 2021
Sales Support Officer
Arab advisors Group
7 2019 - 1 2020
B.A. Degree In Public Administration
University of Jordan