FRANCIS X R MASIH
Summary
Dynamic professional with over 12 years of experience in the supply chain, telecom, and trading industries. Recognized for creativity and innovation in transforming challenges into growth opportunities through strong interpersonal skills and a commitment to delivering exceptional customer experiences. Results-focused supervisor with a proven track record of engaging staff by discussing sales performance, maintaining accountability, and recognizing excellence. Expertise in strategic planning and operations management drives revenue development through exceptional relationship-building and problem-solving capabilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Assistant Floor Manager (Sales)
Hashtag Royal General Trading
02.2025 - Current
- Partnered with operations team to achieve company revenue and profit goals.
- Taught salespeople to close deals and improve sales performance to increase revenue for company.
- Overcame objections and closed sales while following company policies and legal requirements.
- Demonstrated product and answered questions for prospective customers.
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
Retention CRM Manager
Hashtag Royal General Trading
02.2024 - 01.2025
- Summary: Started as Conversion Agent in September 2023, quickly grasping the industry conditions by capitalizing on market trends, to be promoted into supervising group of CRMs (Conversion and Retention)
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Key responsibilities:
- Analyzed market conditions and made recommendations to develop trade promotion plans.
- Analyzed performance of all marketing programs to identify the best opportunities for optimization.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Support Specialist
OnProcess Technology Pvt Ltd
05.2014 - 04.2023
- Summary: Specialized in Service Supply Industry needs, progressing through multiple promotions to support external and internal clients/customers across Broadband, High-tech, Communications companies.
- Key responsibilities:
- Troubleshooting and isolating the issue related to Pelco cameras and Servers (DX, Digital Sentry, VX Enterprise, VX Pro)
- Triage support cases for customers and Service Engineers.
- Assisting customers in creating Repair Authorizations/ RMAs –details
- Upselling of digital products
- Handling critical documentation and reporting for Operations, Training and Project teams
Front Desk Agent
Orchid Inn
02.2013 - 09.2013
- Summary: Experienced from Hotel Industry, learnt effective organizational and communication skills. Proven track record of successfully managing administrative and clerical tasks to ensure smooth office operations.
Senior Associate
Wipro
06.2010 - 08.2012
- Summary: Worked in Wipro for about 2 years conducting training in Inbound, outbound, E-mail and Chat in semi-Tech process for British Telecom. Additionally assisted end-OUT and provided floor support.
Education
Bachelor's Degree - Computer Science
Sikkim Manipal University
01.2013
Skills
- CRM Systems
- Data Analysis
- Customer Data Platforms
- Observation
- Decision making
- Inter-Personal Communication
- Operations Support
- Time Management
Certification
- Computer Operator and Programming Application from DBTI
- IT security fundamental from IVY IT Professional School
- Diploma in Customer Service from Alison
- Certification in Customer Service skills from Alison.
Timeline
Assistant Floor Manager (Sales)
Hashtag Royal General Trading
02.2025 - Current
Retention CRM Manager
Hashtag Royal General Trading
02.2024 - 01.2025
Support Specialist
OnProcess Technology Pvt Ltd
05.2014 - 04.2023
Front Desk Agent
Orchid Inn
02.2013 - 09.2013
Senior Associate
Wipro
06.2010 - 08.2012
Bachelor's Degree - Computer Science
Sikkim Manipal University