Remote Support Specialist|Project Management

• Developed and implemented tailored sales and marketing strategies to support business growth and client engagement. • Prepared comprehensive bidding documents for both private tenders and public/government projects, ensuring compliance and competitive positioning. • Created detailed Project Management Analysis Reports, tracking progress, risks, and deliverables across active projects. • Prepared accurate and competitive quotations and sales reports, aligning pricing with project requirements and client budgets. • Delivered project estimates for materials, labor, and timelines, supporting effective planning and proposal development. • Monitored and maintained project updates, ensuring timely reporting to internal stakeholders and clients. • Supported in the development of project scopes, budgets, and resource plans, ensuring projects were aligned with business objectives. • Collaborated with both clients and suppliers to coordinate deliverables, resolve issues, and maintain smooth operations. • Assisted the Service Solutions team by managing escalations of Field Service activities, ensuring service-level commitments were met. • Handled end-to-end processes including Service Orders, Purchase Requests, and Inventory Management in SAP and Oracle NetSuite. • Prepared invoice billing documents in line with project milestones and delivery schedules.

Industry: Telecommunications • Handled inbound customer calls, delivering accurate and timely responses to inquiries, concerns, and product-related questions. • Resolved escalated issues by providing calm, empathetic support and practical solutions to dissatisfied customers. • Conducted outbound calls to inform clients and customers about new products, services, policy updates, and promotions. • Guided customers through troubleshooting steps, website navigation, and usage of products and services to ensure a smooth user experience. • Collaborated with fellow support team members to identify areas for improvement and enhance overall customer service delivery. • Supported onboarding by assisting in the training of new staff, sharing best practices, and promoting service excellence.

• Responded promptly to incoming email inquiries, providing accurate information on products, technical details, and order-related queries. • Built strong customer relationships through clear, courteous, and solutions-focused communication. • Delivered timely updates on order status, delays, and issue resolutions to ensure transparency and customer satisfaction. Technical Support • Interpreted customer requirements and matched them with appropriate products and solutions using internal tools and technical guides. • Offered product recommendations tailored to unique project needs, ensuring customer confidence in proposed solutions. Quotations & Order Processing • Prepared and issued accurate quotes using ERP/CRM systems, primarily Microsoft Business Central. • Managed end-to-end order processing and liaised with warehouse and dispatch teams to ensure timely and efficient delivery. Collaboration & Process Improvement • Worked closely with cross-functional teams to enhance internal workflows and elevate the overall customer experience. • Shared frontline feedback to support continuous improvement in sales, operations, and order fulfilment processes. CRM & Records Management • Maintained detailed and up-to-date records of customer interactions, inquiries, and feedback on CRM platforms. • Coordinated Net Promoter Score (NPS) surveys using Delighted and created customer communications and EDMs via Vision6.

• Prepared and delivered regular client reports, offering insights into service performance, and actively participated in client meetings to maintain strong relationships and address evolving needs. • Assisted in the development of sales and marketing strategies, supporting business growth and market expansion initiatives. • Focused on customer retention, ensuring high client satisfaction through consistent communication and service reliability.