Yoland-AbouChacra's CV

Yoland Abou Chacra
Telesales Manager
Enthusiastic and knowledgeable sales and team leader specialized in logistics. Dedicated and
trustworthy customer service specialist and customer care. Known for great communication
skills, eye for detail and the ability to keep clients and employers happy. I am passionate about
meeting target goals, and I hope to contribute my skill set to the future success of your
company.
Email: [email protected]
Address: Aamatour El shouf, Lebanon
Phone: 00961 3 048451
Date of birth: 09-13-1985
Nationality: Lebanese
Link: https://www.linkedin.com/in/yoland-abou-chacra
Experience
March 2018 - Present Telesales Manager

DHL Express Beirut, Lebanon
• Actively engaging and managing staff, support on-going associate

development via timely coaching/candid feedback.
• Analyzing and proactively responding to quantitative and qualitative sales and
performance results
• Effectively managing day to day attendance tracking, policy adherence,
escalation resolution, and performance issues
• Ensuring Telesales Representatives are sufficiently trained in the necessary
functions and products in order to guarantee all work is completed accurately
and in a timely manner
• Managing performance metrics and KPI's for team members
• Coaching, performance management and career development of the team
• Tracking campaign results (leads received/worked, closing rations, etc.)
August 2012 - February 2018 Telesales Executive

• Consistently met my short and long-term targets.
• Answering calls, responding to emails, and speaking with clients face-to-face.

• Ensuring all customer issues relating to customer service, service recovery and
credit control are properly coordinated and managed through relevant
functions
• Generating lead calls and following up on Marketing campaigns
• Managing time and tasks to achieve maximum new business opportunities
and retaining maximum existing revenue
• Selling with integrity and treating customers fairly
• Working around the CORE VALUE (Customer Focus, Challenger Spirit, Team
work, Integrity and person Excellence)
August 2011 - August 2018 Credit Controller
• Preparing to assist and/or perform tasks/working other than described in this

job description
• Daily follow up on overdue debts by telephone and email envisaging DSO
improvement
• Ensuring that all documents and paperwork are provided and are promptly
and accurately filed
• Establishing an effective working relationship with the external and internal
customers to maximize performance results
• Highlighting to management changes on credit
• Reviewing periodicly reviews of customers payment performance and credit
facilities
January 2003 - July 2011 Customer service: Frontline and Backline

• Answering phone calls from customers and assist with resolving their issues
• Developing and maintaining knowledge of order entry, managing incidents,
client information systems, and service desk procedures
• Establishing working relationship and consistent communication with
Business Unit management team
• Working with team to develop strong relationships with sales, logistics and
other departments
• Readiness working offsite at Operation / counters, night/day shifts
• Performing follow-up activities to gain additional information in accordance
to standards, procedures and regulations
• Promoting company by providing superior customer service and positive
agent interaction
Education
September 2003 - Present Completed 50 credits towards a BA in Business

Lebanese International University Beirut, Lebanon
September 2002 - July 2003 Lebanese baccalaureate in Sociology and Economics.

Lycee Laure Moghaizel Beirut, Lebanon
Languages Skills
English Teamwork Problem-Solving Customer service Sales

Advanced Coaching and Microsoft Office organizational Communication
Training skills Skills
French
Intermediate
Arabic
Native
Proficiency In Online Communication Platforms

Zoom, Microsoft teams, Skype

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Yoland Abou Chacra

March 2018 - Present Telesales Manager

• Actively engaging and managing staff, support on-going associate

August 2012 - February 2018 Telesales Executive

• Consistently met my short and long-term targets.

• Answering calls, responding to emails, and speaking with clients face-to-face.

• Preparing to assist and/or perform tasks/working other than described in this

January 2003 - July 2011 Customer service: Frontline and Backline

September 2003 - Present Completed 50 credits towards a BA in Business

September 2002 - July 2003 Lebanese baccalaureate in Sociology and Economics.

English Teamwork Problem-Solving Customer service Sales

Proficiency In Online Communication Platforms

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