LULU ALSURADI
Key Account Manager
Riyadh
Summary
Dynamic Key Account Manager with 9+ years' experience and a strong background playing a vital role in the development, management, growth and retention of key accounts. Service-centric leader dedicated to fueling revenues, enhancing client experience and achieving top brand loyalty. Highly adept in performing within high-pressure and deadline-driven environments. Energetic team-player bringing experience from well known corprates. Maintains current insight on market trends and customer preferences to boost sales. Open and clear communicator skillful in resolving conflicts and closing deals.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Senior Sales Expansion
Foodics
Riyadh
10.2022 - Current
- Utilized multiple marketing strategies to improve profitability.
- Analyzed market trends in consumer industries to implement appropriate marketing and sales methods.
- Prospected leads, scheduled meetings and converted targets into customers at [75]% rate.
- Shaped sales approaches to individual clients, facilitating relationships with customers and driving revenue to over $[90K].
- Employed effective problem-solving techniques, increasing client satisfaction ratings.
- Demonstrated products and features to customers, answered questions and overcame objections.
- Created prospect rapport by approaching leads and cultivating strong business relationships through sales.
- Recognized and resolved compound problems that effected upper-level management and business initiatives.
Key Account Manager
MAF Carrefour
Riyadh
08.2020 - 01.2023
- Improved account management by predicting potential competitive threats and outlining proactive solutions.
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Leading Carrefour Marketplace project in KSA and ensuring alignment with KSA policies, rules and regulations
- Supporting the dialogue with merchants to offer the advantages defining the platform apart from competitors
- Secured top-tier accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Trained teams to optimize service delivery in alignment with individual needs to boost customer satisfaction
- Created sales forecasts to target daily, monthly and yearly objectives
- Analyzed sales to manage life cycle of product, inventory models and selling rates
- Developed thorough understanding of key clients' needs and requirements to prepare customized solutions
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions
- Presented professional image consistent with company's brand values
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Negotiated and maintained cost-effective contract pricing structures with merchants to produce positive return on investment.
Account Manager
Amazon.sa
Riyadh
05.2017 - 08.2020
- Served as a business partner for merchants, offering them data-driven insights and assistance aimed at enhancing their performance and achieving optimal outcomes on Amazon platform.
- Worked closely with new merchants to educate them on Amazon's stringent Delivery and Customer Experience standards.
- Built and strengthened long-lasting client relationships based on building trust and customer-centric terms.
- Educated and enabled merchants to master Amazon's tools and systems to become self-sufficient in managing their catalog, inventory, and performance to the required standards.
- Learned the specifics of different categories in order to identify popular brands, seasonal trends, and pricing in order to provide the best proposal and advice to merchants
- Tracked and reported business development results, analyzed data, and interpreted vendor portfolio reports and information.
- Educated clients on new products or services to increase customer engagement with brand
- Listened attentively to client feedback to create stronger relations and implement possible solution ensuring a sustainable business-relationship
Onboarding Specialist
Amazon.sa
Riyadh
12.2016 - 04.2017
- Put together merchants files and collected required digital or physical information to meet requirements.
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior
- Maintained regular schedule of onboarding classes, one-on-one meetings, and transitional hand-offs to supervisors.
- Performed the on-boarding processes by preparing the offer letter, setting up the background checks, enrollment requirements for Marketplace, and other associated tasks
- Demonstrated effective verbal and written communication that is clear, well-organized, and demonstrates an understanding of customer needs.
- Developed and updated onboarding materials, keeping pace with changes to market place and company.
Customer Service Quality Analyst
Amazon.sa
Riyadh
12.2015 - 12.2016
- Reviewed internal systems and organized training plans to address areas in need of improvement
- Gathered, documented, and modeled data to assess business trends.
- Monitored phone calls & tickets to ensure representatives are following the organization's protocols
- Maintained voice quality and product knowledge and ensured representatives stick to their scripts
- Identified the best way to evaluate performance in clarified terms that enables the organization to recognize inefficiencies and increase its effectiveness
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues
- Created and optimized records management strategies to coordinate and protect information
- Conducted thorough reviews of operations to devise and deploy improvement strategies
- Resolved problems, improved operations and provided exceptional service.
Customer Service Advisor
Amazon.sa
Riyadh
04.2014 - 12.2015
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Resolved problems by clarifying the customer's complaint; determining the cause of the problem
- Selected and explained the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Explained charges, fees, terms of sales and service agreements to over 80 customers daily
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
Education
MBA - Business Administration
09.2022 - 09.2024
Bachelor of Science - Business And Management
05.2018 - 09.2022
- Awarded Third Degree Honor's
No Degree - Certified Business Professional
04.2001 -
- Completed professional development in : Customer Service - Sales - Leadership - Business Communications - Business Ethics
Skills
Services optimizationExpert in data analysisAccount ManagementBusiness PlanningProspecting ClientsAccount developmentCustomer rapport
Business development and planning
Strategic account development
Sales processes
Analytical problem solver
Timeline
Senior Sales Expansion - Foodics
10.2022 - Current
University of Aberdeen - MBA, Business Administration
09.2022 - 09.2024
Key Account Manager - MAF Carrefour
08.2020 - 01.2023
University of Derby - Bachelor of Science, Business And Management
05.2018 - 09.2022
Account Manager - Amazon.sa
05.2017 - 08.2020
Onboarding Specialist - Amazon.sa
12.2016 - 04.2017
Customer Service Quality Analyst - Amazon.sa
12.2015 - 12.2016
Customer Service Advisor - Amazon.sa
04.2014 - 12.2015
Al-Khaleej Institute - No Degree, Certified Business Professional
04.2001 -