Shmuel Saklad
@shmuelsaklad
Experienced Senior Manager specializing in B2B sales and operations.
United StatesWhat I'm looking for
I am a dedicated Senior Manager with extensive experience in B2B sales, particularly within the government and education sectors. Over the past several years at B&H Photo, I have successfully directed a large team in a high-volume contact center, focusing on improving operational efficiency and customer satisfaction. My leadership has driven significant improvements, including reducing call waiting times from three hours to just one minute and enhancing email response times from 4.5 days to 1.5 days.
Throughout my career, I have implemented strategic initiatives that have resulted in substantial cost savings and improved team performance. For instance, I led a business process reorganization project that streamlined workflows and reduced manual reviews by 70%, freeing up over 800 labor hours monthly. My commitment to employee development has also been a priority, as I have mentored over 30 employees into leadership roles, fostering a culture of growth and engagement within my teams.
Experience
Work history, roles, and key accomplishments
Enterprise Accounts Senior Manager
B&H Photo
Aug 2017 - Present (7 years 10 months)
Directed a B2B division of a 90 employee contact center, overseeing four account managers and up to 40 employees in a high-volume team-oriented contact center focused on education, federal, state and local government clients. Led a large-scale business process reorganization project improving team alignment, reporting structure, and role distribution, resulting in a reduction of call waiting times
Enterprise Accounts Team Lead
B&H Photo
Nov 2015 - Present (9 years 7 months)
Led a team of 4-6 associates in a fast-paced contact center environment providing solutions to government and educational B2B customers using Salesforce as a CRM tool. Demonstrated workforce management capabilities by delegating open tasks to team members including order processing and customer service issues, achieving a 20% reduction on open issues for customers.
Enterprise Accounts Associate
B&H Photo
Jun 2014 - Present (11 years)
Navigated 4+ computer systems and technology interfaces such as Genesys contact center technology, Microsoft Outlook, proprietary order management databases, and Salesforce in a high-volume call center sales organization. Provided exceptional customer support to government and educational facility clients and supported the larger enterprise account team.
Assistant Manager
Penner Elbow Supplies
Jul 2013 - Present (11 years 11 months)
Managed the entire order fulfillment process from start to finish, ensuring timely and accurate delivery of products to customers. Facilitated an initiative to have all orders entered electronically instead of manually which led to a 20% increase in efficiency.
Education
Degrees, certifications, and relevant coursework
Touro University
Bachelor of Science, Finance
Completed a Bachelor of Science degree with a focus on Finance. Gained foundational knowledge in financial principles and practices.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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