Marlese Geraets Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

• In charge of all onboarding for any new APAC Account, all training and support to get customers set up on the SAAS system (online and in person).• Train clients and host workshops on new releases and additional support• Working with multiple different operating systems, including FreshDesk, HubSpot, SalesSeek, Miro, Asana and Atlassian• Upsell and onboard any additional add on features• Consistent comfort calls to ensure customers are satisfied and using the system to the best of its ability. • Conduct proactive and reactive retention by managing customer needs and feedback, providing retention offers and handling disputes.• Creating strong relationships and acting as the primary contact for my customers, dealing with customer queries and resolving potential ticket issues• Involved in project management work to improve processes and flows within the business.• Working closely with the CSS team and other departments such as sales, product and growth.

London

• In charge of documentation and monthly reporting for over 25 sites, including updating and monitoring the client relations management system.• Solely responsible for all new employee vetting across the contract.• Design monthly newsletters, hospitality menus and other creative documents for the entire contract using Adobe InDesign, Photoshop and Illustrator.• Manage and my own work load and schedule in a fast-paced environment ensuring all documentation and projects are completed within strict deadlines.• Administrative tasks include data entry, event and meeting management/organisation, minute taking, new employee onboarding, policy reviews (vetting, data loss, finance, health and safety), general support for staff queries across the contract – Highly competent using Microsoft Office Suite. • Support across the contract on planning and running mobilisations, events and projects, scrum calls, agile planning and management.• Create and present monthly review presentations to clients. • Built positive relationships with clients and on-site managers to ensure smooth running of contract.

• Rotated through various sites, undertaking roles within all departments including; operations, hospitality, kitchen management, finance & HR.• Completed all management training programmes through BaxterStorey, preparing me for leadership roles.• Very competent in all evolution practises and banking.• Very competent in BaxterStorey induction & paperwork processes; personnel files, risk assessments, due diligence, training, health and safety meetings, training Tuesdays. • Gained a complete knowledge of how everything works together to form an entire working unit; client relations, teamwork, front of house and back of house, operations management.• Was part of project teams launching a loyalty app at site level.• Involved in planning and mobilising a new deli bar.• Completed sustainability brief advising best methods for waste disposal and recommendations for reduction of waste and improving CSR at site level; Including financial spreadsheets, impact research and sustainability marketing • Assisting with project management of new site mobilisation; Including creation of actions plans and training plans, creation of due diligence/COSHH documentation packs, implementation of new marketing initiatives; research, mood-boards, poster design, marketing.

University Of Surrey, Guildford, Uk

Customer facing role, high pressure environment helped my ability to make quick decisions, team work, training environment (I had consistent opportunities to train new staff and students), money handling, use of EPOS systems. Worked as barista, waitress and assistant in the kitchen.

Worked within Accounting, Documentation & Ticketing and Marketing departments. Some responsibilities included; following up invoices and contacting suppliers, web design, social media and video creation with Adobe Premier Pro, using MS office, compiling documents, using GDS system Amadeus.

Basel Area, Switzerland

Bsc International Hospitality Managment, Business, Management, Marketing, And Related Support Services, First Class Honours

Activities and Societies: Member of Food and Wine Society, Member of Tennis Society, Member of Badminton Society Freshers Angel assisting.

International Baccalaureate Diploma, 37

Activities and Societies: Volleyball, School Musicals, Badminton, Track and Field, Swimming Higher Level: Biology, Economics, Psychology.