DHL Express Vietnam - Sales Representative of the Year

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Company: DHL Express Vietnam
Company Description: Founded in 1969 and currently the global market leader in international express shipping services, DHL Express serves 2.7 million customers with a worldwide network of over 280 dedicated aircrafts, 3 global hubs & 19 regional hubs, 84,000 service points and 110,000 employees. Every day there are 2,200 flights carrying 18,400 tons of shipments to and from virtually every geographical location.
Nomination Category: Sales Awards Individual Categories
Nomination Sub Category: Sales Representative of the Year - All Other Industries

Nomination Title: Nguyen Khue Nhat Ha

Ms. Nguyen Khue Nhat Ha joined DHL Express Vietnam in 2015 as a Retail Outlet Officer. During 2 years in the role, not only did Ha accomplish all her tasks to support walk-in customers at the assigned DHL Service Point, but she also actively supported Commercial Department to qualify potential sales leads. Her solid performance and work ethic led to her promotion as Telemarketing Executive, where she continued to excel and deepen her knowledge. After only 1.5 years, Ha was again promoted to be a Telesales Executive in June 2019.

In her new position, Ha analyzed the territory she was going to take charge and mapped out a strategy focusing on leveraging sales leads not yet converted into customers. Her analysis indicated revenue potential from businesses who had contacted DHL for shipping inquiries but did not use our services yet. She proactively re-connected with them to understand their needs. When uncovering the underlying reasons, Ha highlighted the benefits of using DHL’s premium services for fast, safe and reliable delivery; and also managed to offer the most suitable pricing policy which eventually turned the majority of them into first-time buyers.

Ms. Nhat Ha’s targets in 2020 were monthly new FTBs (First-Time Buyers), active customer growth, revenue growth and shipment growth. Amidst the impacts of the global COVID-19 pandemic, Ha was challenged with developing new strategies to deliver her targets. Upon analyzing the industry contribution of her Top 50 customers in 2019, she focused on opportunities from key industries, share of wallet of her Top customers, as well as inactive customers in her portfolio.

For example, with one large customer who had previously used air cargo and freight services beside DHL, Ha highlighted how our transit times, capacity and dedicated aircraft would best support their manufacturing plan; and also offered attractive rates by justifying with her Manager. She ultimately grew the customer’s revenue by more than 117% versus 2019. Additionally, to drive FTB performance, Ha proactively re-engaged with inactive customers and sales leads that were not successfully converted in past 6 months. Her ability to win trust of new customers came from her own demonstration as a trusted business advisor and not just a Salesperson. She is known by her customers to always follow up, ask questions and find solutions to ensure the smoothest customer onboarding experience possible.

Ha’s well-thought strategies, strong determination and focus helped her to be “right the first time” and eventually exceed 100% her sales targets in 2020.

Throughout 2020, Ms. Nhat Ha successfully delivered impressive results as an outstanding Sales Representative in several aspects:

  • Sales target achievements: Ha met her full year targets, and in particular, continuously exceeded her monthly FTB targets in the last 6 months of 2020. Her year-on-year growth of active customers, revenue and shipments also exceeded assigned targets.
  • Top Sales Performers: Ha’s results for revenue per day, shipment per day, revenue versus target etc. among other KPIs helped her to be in Top Sales Performers (Country ranking) consecutively throughout Quarter 2 to 4/2020 (Top 1 in Quarter 2 & 3 and Top 2 in Quarter 4).
  • Superstar in Quarter 3/2020: With the impressive Actual revenue vs. Target and Actual shipments vs. Target, as well as top ranks in other KPIs, Ha was presented with the Superstar Awards in Quarter 3/2020.
  • Sales Champion Club: SCC is a prestigious award recognizing sales professionals across all DHL Express offices worldwide, and each member of this elite group is the top sales executive of the year who has demonstrated rock solid sales performance. Ha was officially announced as Vietnam’s representative in the 2020 SCC by the DHL Express Global team.