Graceywakefield Changala

Led recruitment and sales team to achieve monthly targets, generated revenue through new lead acquisition and client retention, and negotiated contracts for IT staffing in the USA.

Managed customer support and retention teams for international business, improved membership upgrades and renewals, and developed client relationships and strategic initiatives to drive organizational growth.

Led international business development team to meet subscription targets for tendersinfo.com, acquired new business, conducted market research, and built strategic client partnerships across sectors.

Managed day-to-day operations and a team of business development executives, set performance targets, conducted training and appraisals, and reported team performance to management.

Led and mentored business development team to acquire international subscription revenues from Europe, Middle East and Africa, and performed market research for targeted sectors.

Supervised a team of 15 inbound agents, monitored AHT, quality and attendance metrics, and ensured service levels and performance targets were met.

Coached and oversaw a team of ~20 agents within a 50-agent activation skillset, improved activation counts, quality, AHT and attendance through training and monitoring.

Handled inbound customer service calls for the Inphonic process, maintaining quality standards and contributing to service delivery goals.

Conducted outbound sales calls for Metro Mortgage, achieved quality sales recognition and met outbound sales targets.

Trained and performed outbound sales for Metro Mortgage as part of initial customer service role, learning sales and call handling processes.

Completed Bachelor of Pharmacy, graduating in December 2003.

Completed diploma or certification program at P.V. Polytechnic under S.N.D.T. University, finished in March 2000.

Completed studies at Wilson College, finishing in March 1998.

Completed secondary schooling at St Paul's Convent High School in March 1996.