Marc Mas Llorente Email and Phone Number

-Report regularly on customer support metrics, objectives, and initiatives.-Manage the customer support team's day-to-day operations, mainly around ticket resolution.-Develop and implement customer support policies, procedures, and service standards.-Provide customer feedback to Sales, Product ,Marketing and Logistics teams.-Continuously monitor and evaluate the effectiveness of CS initiatives and recommend adjustments as needed to ensure we provide the best service possible to our customers. -Utilize SAP and Excel on a daily basis to run the department processes.

-Investigated, advised and resolved after sales queries, acting as primary contact with the customer, identifying their needs and developing actions that met their requirements.-Improved the efficiency of the processes, tools, and launch initiatives to improve the quality of the service.-Constantly updated the CRM system with all relevant information collected during customer service activities and shared feedback with Product, Sales and Marketing teams.-Maintained personal client portfolio and identified client development opportunities.-Followed up with customers to ensure their cases and issues were resolved.

-Provided superior customer service to customers and enthusiastically sold high-end jewelry pieces. -Executed daily/monthly sales goals.-In charge of the weekly inventories/cycle counts.-Explained the cuts, carats, color, and clarity in diamonds to customers.-Responsible for opening and closing registers, the store, as well as reconciliation and daily reporting.

-Management of existing accounts and clients.-Delivered outstanding customer service and built long-term relationships with customers.-Generation of leads and development of new business opportunities. -Back office complete administrative operations with the company CRM. -Assisted Store Manager with operational duties of the stores.

-Responsible of the Men Shoes Department.-Developed relationships and own client portfolio.-Report of the performance of the department.-Met and exceeded monthly and annual sales targets, along with other company KPI's.-Supervised and implemented store Visual Merchandising strategies according to company standards.-Stock organization and product adjustments based on company and department needs.