Fernand Espitalier Noel

Premiere Global Services - Sales Account Manager

Sales Account Executive at Premiere Global Services a leader in in the provision of innovative business communications and data services, including Audio & Web conferencing, Document management, Alerts & Notifications and business communications through multimedia messaging.
My role was to drive Sales through the development of new business opportunities and management of existing client base.

Responsible for sales and account management for a large base (950 accounts of which 450 billing regularly) of existing mature clients where PGS has a high degree of penetration and revenue has been largely maximized.

New Business Sales via Cross Selling and Up Selling new products and solutions and opening new overseas departments and new affiliates through those existing accounts.

New Business Sales expected to a specific revenue target consisting of mainly new entities who mainly consists of business partners or affiliates and sister companies of existing base.

New business sales leads also received from online marketing team and this was required to be a 70% conversion result

The existing base of clients consists mostly of small to medium enterprise accounts mostly based in France, Belgium, UK and Ireland not billing more than $1500 per month. Average total target of 1.8 Million $ per year.

Responsible for Maintaining and growing the revenue from this base of clients by providing unparalleled Sales skills in order to minimize customer churn and create opportunities to up-sell new products, ancillary services and applications.

Responsibility of meeting and exceeding quarterly revenue target and maintenance and growth of customer base by:

• Calling all clients on a regular basis (monthly / quarterly) to maintain relationship with contact and ensure they are happy with the service being provided by PGS and dealing with any issues as they arise. Identifying sale opportunities during these interactions in order to maintain and increase revenue in order to reach revenue targets.

• Maintaining a pipeline of opportunities and upcoming meetings for follow up and management reporting of forecasting via a CRM.

• Calling lapsed users in order to reactivate their account and calling high regular users to up sell web conferencing and recording options.

• Informing clients of all new products and services and / or service enhancements as they become available.

• Selling additional services using any and all customer contact as an opportunity to up-sell new services by working with each client to identify and add new moderators seek referrals to new departments, divisions, offices, subsidiaries, affiliates and sister companies.

• Identify new customer applications.

• I was also project manager for the creation of an online dynamic HTML form that sales account managers could use for new client set ups reducing errors and lowering the volume of phone call orders in the contact centre.

• Role involves regular visits to top 20 clients every quarter in Paris region, France

• Revenue was brought from $ 800k in 2005 to $1.4M in 1st Year (2006). Average increase of 40% on the revenue per year based on target. Market trend for average increase is 14%.

• Revenue Base in 2006 was $1.4 M and was $ 2.2M in 2008. Target for 2009 was projected at $ 2.4 M Turnover Revenue on 100% Target.

2006 Performance: 135% Average Year To Date
2007 Performance: 102% Average Year To Date
2008 Performance: 103% Average Year To Date
2009 Q1 Performance: 96% Average Year To Date
2009 Q2 Performance: 102% Average Year To Date

Premiere Global Services - Customer Service Representative

Premiere Global Services Inc.

Reservationist / Customer Service agent and Operator

• Provided accurate, professional and effective customer service for clients, utilizing technical expertise and in depth knowledge of the company’s products, services and procedures.
• Researching and troubleshooting problems on conference calls/events and web conferencing products
• Taking reservations for conferences, scheduling conferences according to clients’ requirements.
• Providing client education about the services and answering general queries
• Setting up new client accounts and liaising with finance department regarding credit ratings
• Answering and addressing clients’ questions and concerns; Communicating and collaborating with internal departments regarding client accounts, conferences, ancillary billing.
• Proactively contacting clients and liaising with account managers regarding customers’ past issues and giving resolutions
• Assisted on the Operations side of events. Facilitating and monitoring attended conferences and coordinating enhanced services such as transcriptions, replays, and recordings
• Helped in the launch of a new service; Crisis Management/Business Continuity Solution. Liaised with management and product specialists in implementing procedures in the CS department, and training agents on this new product

Rogers Call-Centre Mauritius - Telesales

Call centre agent selling Credit Cards to French customers for the online bank egg.

Taking incoming calls from internal and external clients for clusters and sub clusters of the Rogers Group of companies for re routing of calls and general client queries.

Siemens Service Group - Customer Service Advisor

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Assisting Siemens’ customers over the phone in using their products (GSM Modems, GSM Phones and Analogue/ISDN DECT Phones) to their maximum potential which requires a thorough knowledge of the product range. Data capture using Siebel Enterprise Inc.

• Regarding Presale information
• Dealing with complaints
• Dealing with repair enquiries
• Troubleshooting
• Training new French agents on latest Siemens products

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Mauriland Estate Agency for Anglo Mauritius Assurance Limited - Freelance Sales Representative

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Certificate - ECDL

St. John's College Cork

Links

• LinkedIn - http://www.linkedin.com/in/fernandnoel

Languages

• French - Fluent