Sapna Gorania
Northampton,Northamptonshire
Summary
A highly professional, impeccably presented, and driven Manager with vast experience within sales of large recognisable brands. I have the experience of working in a fast-paced environment and can quickly understand the mission, vision, and values of a brand/client. Possessing a proven ability to work within a brand or company guidelines and create an image that is up to date and right for its audience. I am exceptionally good at organizing my time, tasks, and duties so that I can provide a high standard of service to both customers and colleagues. I am target driven and lead by example using analysis and planning to meet set deadlines and targets. With good communication and interpersonal skills, I feel I can adapt to any situation and bring enthusiasm. I take pride in my appearance and enjoy making others feel good about themselves.
Overview
16
16
years of professional experience
Work history
Customer success specialist
Effective Energy Group
Remote
08.2024 - Current
- Streamlined onboarding process for new clients.
- Maintained extensive knowledge of company products and services to provide accurate information to clients.
- Utilised CRM system for effective customer database management.
- Fostered long-term relationships with key accounts, with the biggest names ( Lloyds Bank, Halifax, Allianz Insurance, Which? and many more )
- Handled escalated queries from clients, brought about swift resolutions.
- Collaborated with sales teams to ensure seamless customer experience.
- Increased brand loyalty with prompt problem resolution.
- Collaborated with sales team to ensure seamless customer experience.
- Led team meetings, improved internal communication.
- Advised operational teams on ways to improve customer care, uplifting service standards and achieving customer needs.
- Built new business through lead generation and conversion to achieve growth targets.
- Completed Tenders for the business including the FSQS Supplier questionnaires.
- Collaborated with cross function teams to compile, analyse and send monthly MI documents to clients, using Power Bi and Excel.
Delegate Relationship Executive
Rela8
Remote
04.2023 - Current
- Contacted current and potential clients to promote, upsell and cross-sell products and services.
- Managed customer relationships through consultative sales techniques to attain individual sales goals.
- Retained clients and obtained referrals by promptly resolving customer complaints, adding value and elevating service quality.
- Applied new skills to daily tasks, improving efficiency and productivity.
- I Understood specific client challenges in each of the markets we serve and how our products align to meet those challenges.
- Built a thorough understanding of our products, the industry and the competitors.
- Maintained regular contact with clients and formulate innovative, creative and profitable solutions for their business.
- Pitching C-level Executives and Directors within the technology sector.
- Maintained close liaison with the marketing, production and operations teams in order to ensure the delivery of successful customer-focused events.
- Working closely with the Delegate Manager to conduct monthly revenue forecasts, sales reports and manage a sales pipeline.
- Identified potential customers from competitive media, events and other business sources.
- Overall responsibility of the revenue targets across our events portfolio.
- To ensure daily KPIs are met consistently whilst working from home.
- Worked closely with salesforce, LinkedIn, Sales navigator and many more.
Senior Account Manager
Shipshape Pay (Umbrella Company) Financial Services
Remote
10.2021 - 03.2023
- Working and looking after 160 clients within the recruitment sector within different industry’s e.g., Hospitality, Industrial, Perm 2 Temp, Construction, Rail, Healthcare etc
- Pay-rolled the entire workforce, including umbrella, self-employed, Personal Service Company Contractors, and in-house agency staff
- Point of contact to all clients taking ownership of all account management related tasks
- Working as business development & helping customer service team and payroll teams during busy times
- Taking full ownership of the post-sales and aftercare service on client accounts with a particular focus on building strong long-term relationships
- Responsible for driving up existing account value and building business by monthly client visits across the UK
- I also executed a strategy to develop dormant client and worker accounts
- Continuous journey of improving our service provision and client experiences
- Worked on many CRM software’s such as, Salesforce, HubSpot, Zendesk, My Digital, Engage.
Account Manager
Ideal Recruit (Recruitment Company)
04.2021 - 10.2021
- Working with the biggest clients such as Asda, Royal Mail, Yodel, Hermes, and Co-op
- Recruiting new agency workers for our clients, and day to day management of books and diaries
- Taking care of Rota’s and creating new Rota’s for new workers
- Working with payroll in order to input agency hours and helping umbrella companies, to make sure workers are paid on time
- Managing multiple clients on a day-to-day business and visiting sites for interviews and inductions with new recruits
- Managing the branch and looking after my own resources and consultants
- Building retention with clients and working alongside business development managers to bring on new clients for our branch.
Account Manager
Brandcops LTD (Brand protection)
09.2018 - 04.2020
- Specializing in brand protection management, with a demonstrated history of working within the information technology and services industry
- Working with large corporate brands such as Logitech, Samsung, Arlo etc
- Dealing with sending daily, weekly and monthly reports
- Conducting weekly conference calls with clients and attending monthly/quarterly face-to-face meetings
- Brand management and protection
- Sales Data Analysis Extracting data from the monitoring software and analyzing it to help spot trends/patterns to fully understand the campaign activity for reporting purposes
- Client Retention – Building long lasting client relationships internally and externally
- KPI management and project management
- Dealing with Enterprise and SaaS clients
- Taking on the role to test purchase from marketplaces e.g., Amazon and eBay.
Account Manager
Policy Expert (Insurance Broker) Qmetric
05.2017 - 07.2018
- Dealing with inbound calls from customers to assist and provide quotations and policies for various insurance products
- Taking inbound calls generated by Direct Mail and third parties and providing quotations and policies for various insurance products
- Objection handing to demonstrate product value
- Finding creative ways to sell products within a regulated environment
- Achieving sales, service and productivity targets
- Following up sales & service enquiries promptly and effectively
- Delivering great customer service by demonstrating expert product knowledge to answer customer questions
- Accurately recording information on a bespoke database
- Demonstrating superior time management skills and meeting sales deadlines
- A very fast paced environment.
Account Manager
Chanel
02.2017 - 05.2017
- Running a luxurious concession in a department store, to achieve and exceed targets
- Providing excellent luxurious customer service
- Motivating the team to improve and reach targets
- Responsible for all paperwork, making sure they are up to date
- Building a client profile base, book in for appointments and keeping them on track of new launches
- Training and development.
Account Manager
Parfums Christian Dior
06.2013 - 02.2017
- Part of a luxurious Brand Running and leading a team to achieve and exceed targets
- Admin work and target setting, appraisals and development
- Training and coaching new counter managers in the area
- Responsible for all paperwork on counter
- Attending conferences, meetings and store manager meetings
- Providing an exclusive and luxurious customer service
- Building customer VIP and making sure they’re always booked in for a new launch
- Beating targets and building KPI’S.
Sales Manager
Premier Am2Pm
08.2010 - 12.2013
- This was a retail off-licence opportunity
- Assist main manager with daily stocktaking, banking, sales manage staff members, Merchandising, and remained flexible throughout varying shift patterns
- Assisting customers and making the shop a friendly environment to be in
- I have shown excellence using my acquired skills as a competent assistant
- I have FMCG business knowledge.
Beauty Consultant
BCB agency + Flair Recruitment
01.2013 - 06.2013
- I was part of two agencies working in big luxurious brands such as Ysl
- Dior, Chanel, Origins and within Fragrances
- My roles were: To be a brand ambassador
- I was responsible for achieving sales targets while promoting the brand image and providing a personalized luxury service to customers
- Demonstrating individual Brand attitude
- Worked within a large team, helped counter managers
- Worked during the busiest time of the year in Flagship Stores.
Security Event Assistant
Sep Events, (Olympics & Paralympics) London
07.2012 - 09.2012
- Coordinated VIP vehicles in and out of the Olympic stadium
- Worked closely within the team for any problems arising
- Worked with members of the army
- Helped members of the public ensuring they got to their place of interest.
Customer Assistant
Comet, Dunstable Retail Park
11.2009 - 01.2010
- My role in comet was mainly customer based, it was important to always be customer friendly and to always provide efficient service
- The roles I carried out were: Greet customers as they came through the door
- Recognized, priced and stored merchandise
- Handled all the complaints from customers with sensitivity
- Assisted other colleagues in all cash register responsibilities including balancing
- Handling customer purchases
- Handled ordering, checked deliveries and restocked shelves
- Worked effectively as part of a team.
Education
Queens bury Upper School (Sixth form)
Harlington Upper School (Harlington)
BSc (Hons) in HR with Management -
Greenwich School of Management (University Of Plymouth)
Skills
- Problem-solving
- Communication skills
- B2B sales
- Key account management
- Sales territory growth
- Customer Service
- SQL knowledge
- Salesforce software
- Metrics tracking
- SaaS knowledge
- CRM software proficiency
Hobbies
- Formula 1
- Reading
- Podcasts
Timeline
Customer success specialist
Effective Energy Group
08.2024 - Current
Delegate Relationship Executive
Rela8
04.2023 - Current
Senior Account Manager
Shipshape Pay (Umbrella Company) Financial Services
10.2021 - 03.2023
Account Manager
Ideal Recruit (Recruitment Company)
04.2021 - 10.2021
Account Manager
Brandcops LTD (Brand protection)
09.2018 - 04.2020
Account Manager
Policy Expert (Insurance Broker) Qmetric
05.2017 - 07.2018
Account Manager
Chanel
02.2017 - 05.2017
Account Manager
Parfums Christian Dior
06.2013 - 02.2017
Beauty Consultant
BCB agency + Flair Recruitment
01.2013 - 06.2013
Security Event Assistant
Sep Events, (Olympics & Paralympics) London
07.2012 - 09.2012
Sales Manager
Premier Am2Pm
08.2010 - 12.2013
Customer Assistant
Comet, Dunstable Retail Park
11.2009 - 01.2010
Queens bury Upper School (Sixth form)
Harlington Upper School (Harlington)
BSc (Hons) in HR with Management -
Greenwich School of Management (University Of Plymouth)
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