Sofia Elsa Benkhalti Email & Phone Number

Luxembourg

Luxembourg, Luxembourg

• Managed launch of new website and e-shop, including negotiating terms with multiple vendors.

Remote

• Defined and implemented company processes, including security compliance processes and go to market strategy of new software features
• Developed client experience journey, managed client feature requests
• Managed team of front line team members, including hiring and onboarding new team members, facilitating team meetings, escalation resolution.

Toronto, Canada Area

• Defined the customer experience team (training and technical support) goals; hired, trained, and managed team members. Managed team projects, including content creation of help center.
• Gathered customer and sales team feedback, researched market trends to identify new product opportunities. Developed strong relationships with internal stakeholders and key customers to increase product adoption and.
• Created Go To Market & training communication strategy to successfully launch new solutions.
• Developed customer training program and delivered on-site and virtual training events. Standardized on boarding of new clients.

Toronto, Canada Area

• Developed customer experience journey for on boarding and training of new clients.
• Defined and managed ticket-resolution process for customer-reported bugs, by collaborating with engineers to prioritize issues.

Toronto, Canada Area

• Executed Go To Market strategies for new and existing mobile products, sourced store fixtures, promotion funding, collateral, created planograms, managed price lists.
• Drafted and published documentation for product launches. Ensured project deadlines were met. Created nation-wide sales and training materials, ensured product availability in 250 store locations, presented campaign.
• Analyzed product performance/sales in diverse sales channels, leveraged results to manage product lifecycle strategies and optimize ROI.
• Collaborated with cross-functional teams to optimize life-cycle management of products, coordinating in-store and online promotions.
• Project managed build of new concept stores, ensuring they were executed on budget and on time. Planned shipping logistics of product and build materials.

Toronto, Canada Area

• Managed national orders and invoices for business partners, coordinating supply operations priorities of 3PL to fulfill time-sensitive deadlines and high-profile product launches.
• Collaborated with various cross-functional teams to launch a new Online Store, focusing on creating efficient maintenance processes.
• Produced and analyzed in-depth SAP reports to assist purchasing teams in improving inventory forecasts and developed strategies to improve product launches and channel allocation plans.

Toronto, Canada Area

• Distinguished customer experience performance.
• Consistently surpassed sales targets by identifying customer needs and offering complete product solutions.