● Recruiting and training Client Relations staff.● Ongoing process development, optimisation and improvement.● Creating, maintaining and implementing company documents and Standard Operating Procedures for all processes.● Overseeing scheduling and calendar management.● Overseeing reporting in support of the Research and Strategy team.● Supporting technical aspects of Active Campaign.● Managing team members’ accesses during onboarding and offboarding.● Client email correspondence and other projects as needed.

Client and student email correspondence.● Maintenance and scheduling of mailing lists.● Processing and managing purchases and refunds.● Client invoicing.● Updating clients and students profiles in the database and registration records.● Scheduling and management of all appointments, program and promotional events as well as internal meetings and team calendars.● Preparation of wellness questionnaires.● Management of meeting recordings.● Maintaining company documents.

• Building & developing effective working relationships with sales & partners for the French Retail market via email & phone.• Holding weekly Business Sales & Operations account reviews.• Understanding partner’s supply chain model & market dynamics.• Analysing & identifying demand trends & optimal inventory targets to work with partners in defining clear forecasts (including seasonal strategies & promotional activities) & ensure order books are aligned to maximise sell thru.• Planning & executing New Product Introductions & building corresponding forecasts to support product launches.• Working cross functionally with internal teams to manage the replenishment process for partners.• Executing the order cycle process with partners, from order booking through to delivery, to ensure optimal customer service levels are attained.• Identifying process improvement opportunities & presenting them to management with recommendations.• Holding Quarterly Business Review meetings with sales & partners, with presentation of quarter results, challenges & opportunities.Successes:• Driving consistent growth in revenue.• Subject Matter Expert on Sales & Operations & forecasting methodologies.• Training & mentoring new hires joining the team.• Involved in several projects & testings.

• Supporting Account Management for Business sales agents & customers through order entry & maintenance via email & phone.• Working under aggressive time commitments to handle complex support issues & customer satisfaction for Apple Online Store's demanding business customers.• Developing creative solutions to complex customer problems.• Identifying & escalating emerging customer issues & submitting feedback on the customer handling process. • Working cross functionally with other departments & services to address business needs & achieve customer satisfaction.• Identifying opportunities for operational improvements & suggesting service & operational improvement strategies. Successes:• Assistant Team Leader & Subject Matter Expert for the team, main point of contact for managers escalations. • Trained & mentored new hires joining the team.• Creation & maintenance of training documents & processes.• Involved in several projects & testings.

• Providing high quality end-to-end customer service to customers, including order maintenance & order related queries via email & phone.• Advising customers on features & benefits of new & existing Apple products, closing the sales when possible. • Working with other departments to ensure customers issues are resolved in a timely manner & with a high degree of proficiency.• Managed complex account issues until full resolution.• Making choices & taking educated risks to improve the customer experience.Successes:• Mentored & trained new hires.• Involved in several projects & testings.

• Answering French speaking customers queries on orders & products, efficiently & accurately via email & phone.• Ensuring quick turnaround of query resolution process for clients & customers.Success:• Customer Satisfaction top performer.