Batyrkhan Maksanov

• As a Customer Service Manager, I spearheaded the development and implementation of strategies to enhance customer satisfaction and operational efficiency. My role involved overseeing a team of customer service representatives, managing customer interactions, and optimizing service processes to deliver exceptional support and resolve issues effectively.
• Team Leadership: Directed and motivated a team of 4 customer service representatives, including hiring, training, and performance management.
• Process Improvement: Analyzed and improved customer service processes and workflows to increase efficiency and reduce resolution times.
• Customer Interaction: Handled complex customer inquiries and complaints, providing timely and effective resolutions to ensure high levels of satisfaction.
• Performance Monitoring: Implemented metrics and KPIs to track team performance and customer satisfaction, using data to drive improvements and inform strategic decisions.
• Policy Development: Developed and enforced customer service policies and procedures to maintain high standards of service delivery.
• Reporting: Generated regular reports on team performance, customer feedback, and service metrics for senior management.
• Cross-Functional Collaboration: Worked closely with other departments such as sales, marketing, and product development to address customer needs and contribute to company-wide initiatives.

Achievements:

• Successfully increased customer satisfaction scores by 14% through the implementation of targeted service improvements and staff training programs.
• Spearheaded the development of a comprehensive training program that enhanced team skills and reduced staff turnover by 6% over 4 months .

Skills:

• Leadership and team management
• Customer relationship management
• Process optimization and workflow improvements
• Data analysis and performance metrics
• Effective communication and problem-solving
• Policy development and implementation

• Motivated students towards learning and studying to build self-confidence and reduce fear of failure.
• Supported students with helpful study habits and exam strategies.
• Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
• Provided homework assistance using specific curriculum and materials.

As the Sales Manager for Zerdeli Educational Cente, I was responsible for leading sales initiatives, driving enrollment growth. My role involved managing a sales team, devising and executing sales strategies, and optimizing processes to achieve enrollment targets and enhance the center’s market position.

Key Responsibilities:

• Team Leadership: Led and mentored a team of 6 sales representatives, providing guidance, training, and performance evaluations to ensure the achievement of sales goals.
• Sales Strategy Development: Designed and implemented effective sales strategies and campaigns to drive student enrollments and meet revenue targets.
• Market Analysis: Conducted market research and analysis to identify trends, opportunities, and competitive positioning, adjusting sales strategies accordingly.
• Client Relations: Cultivated and maintained relationships with prospective students, parents, and educational consultants to promote the center’s programs and services.
• Sales Process Optimization: Streamlined sales processes and systems to enhance efficiency, reduce lead times, and improve conversion rates.
• Reporting and Analytics: Monitored and reported on sales performance metrics, enrollment figures, and market trends, using data to make informed decisions and refine strategies.

Achievements:

• Increased student enrollment within 2 months through the successful execution of targeted sales campaigns and initiatives.
• Enhanced sales team performance through the implementation of a comprehensive training program and performance management system.
• Successfully introduced a new CRM system (Bitrix24), improving sales tracking and reporting accuracy, leading to increase in lead conversion rates.

Skills:

• Sales team leadership and development
• Market research and analysis
• Client relationship management
• Sales process optimization
• Performance metrics and reporting
• Cross-departmental collaboration

As a Sales Representative at ZhanGroup, I am responsible for promoting and selling franchise opportunities to potential franchisees. My role involves generating leads, managing the sales pipeline, and providing prospective franchisees with detailed information to facilitate their decision-making process.

Key Responsibilities:

• Lead Generation: Identified and pursued new franchise leads through various channels, including online inquiries, networking events, and industry exhibitions.
• Client Engagement: Engaged with potential franchisees to understand their needs, provide comprehensive information about franchise opportunities, and guide them through the initial stages of the sales process.
• Sales Presentation: Delivered compelling presentations and demonstrations to prospective franchisees, highlighting the benefits of the franchise model and addressing any concerns or questions.
• Sales Pipeline Management: Managed the sales pipeline from initial contact through to franchise agreement, ensuring timely follow-ups and effective communication throughout the process.
• Market Research: Conducted research to identify potential franchise markets and understand industry trends, using insights to refine sales strategies and approach.
• Documentation: Assisted in the preparation and submission of franchise applications, agreements, and related documentation, ensuring accuracy and compliance with company policies.
• Customer Service: Provided exceptional customer service to potential and existing franchisees, addressing inquiries and resolving any issues that arise during the sales process.
• Reporting: Tracked and reported on sales activities, performance metrics, and lead conversion rates, using data to inform strategies and improve sales effectiveness.

Achievements:

• Closed 2 franchise deals, contributing to a growth in the franchise network.
• Enhanced client satisfaction by providing detailed, responsive, and personalized support throughout the sales process, resulting in a increase in positive feedback.
• Developed and implemented a new lead qualification process, improving the efficiency of the sales pipeline and increasing conversion rates by 8%.

Skills:

• Lead generation and prospecting
• Sales presentations and negotiations
• Pipeline management
• Market research and analysis
• Customer service and support
• Documentation and compliance
• Data tracking and reporting