Irene M. Email and Phone Number

● personnel responsibility for staff members● managing and organising the day-to-day business ● supervising SLA to meet the targets● coordinating the team● evaluating the staff members● conducting performance, quality and development talks● participating in the staff selection and hiring● holding positive and negative feedback talks● professional developing staff members in collaboration with the trainers● intensively analysing every single area of work to improve continuously the processes● conducting team meetings● building different reports to track the targets/KPIs● onboarding of new employees● constant communication with stakeholders● contract extension decisions

● being a professional person of contact for the team● supporting the Team Lead in terms of managing and organising the day-to-day business (e.g. dispatching and building reports, task scheduling...), coordinating the team and supervising SLA ● preparing and following-up team meetings as well as assistance in conducting team meetings● identifying potential for optimisation● onboarding of new employees● executing trainings and educational measures in collaboration and coordination with the internal trainings team● imparting of learning-content from the process and system landscape as well as of cultural and language conditioned content for a specific market● accompanying the employees within the application of the gained knowledge● setting up of workshops and documentation of the learning achievements● reporting to the Team Leads and other stakeholders● evaluating relevant training-topics● monitoring and evaluating the quality of customer service interactions● being responsible for the team when the Team Lead was absent● GDPR expert

● providing support to our existing clients and new customers● dealing with customer inquiries and final clarification via email, chat and telephone● handling social media requests● handling reclamations and complaints● processing escalation cases with high priority● being the person of first contact with external service providers● interfacing between customer and the internal accounting department● processing of returns● doing database maintenance and general administrative tasks● onboarding of new employees● sharing feedback to supervisors for process optimisation● participating in Chatbot project

-Acquisition of new customers through warm leads -Meeting the customers needs and creating a budget -Generating a high customer retention and succeeding in completing the sale

-In charge of SoMe and PR tasks for the Fabletics brand for France, Spain, the United Kingdom, Germany and the Netherlands-Supporting campaigns, events and daily tasks of the PR agencies and preparation of showrooms -Coordinating the production of lookbooks, catalogues and press activities between designers and PR agency -Optimization of the different Social Media channels and monthly reports to track the performance-Research and analysis of new social apps, platforms, infuencers and trends-Supporting tasks of translations for Spain

-Responsible of the accounting (implementation of the department from the scratch) of the two business lines, Justfab and Fabletics, for France and Spain-Monthly payments and submission of VAT-Elaboration, review and analysis of the monthly and annual finnancial reporting with the CFO-Working close to the marketing team and suppliers such as Facebook, Google and UPS-Office management, CEO assistance and HR management tasks-Design and implementation of procedures and internal control policies to get ready to go public-ERP implementation

-Processing of transactions, journal entries and financial statements of different companies into the system -Review of the month end close -Tax department support