• Leading the French commercial support team for the Consumer segment, effectively planning, allocating, and prioritizing tasks based on performance indicators and operational needs.• Managing team resources and schedules to ensure timely and satisfactory resolution of customer requests, focusing on enhancing workflow efficiency.• Developing and adapting individual performance metrics to align with team objectives, fostering a culture of continuous improvement.• Monitoring work quality, providing constructive feedback, and evaluating team performance to enhance overall efficiency and service delivery.• Defining reporting requirements, creating and refining reports, and leveraging data to track performance indicators, optimize commercial support processes, and identify areas for technical improvement.• Incident management, taking charge and collaborating across all levels to resolve incidents impacting customer satisfaction and commercial support operations.• Actively participating from a commercial support perspective in projects focused on developing and enhancing customer-facing and internal support tools and processes.

• Conducted quality control for the commercial support teams, ensuring compliance with service standards and best practices.• Provided actionable feedback on agent performance directly to the agents, as well as to team leaders and managers, along with improvement suggestions to enhance overall support quality.• Handled and responded to customer feedback collected from post-support satisfaction surveys, addressing concerns to improve customer satisfaction and retention.• Prepared and presented comprehensive weekly, monthly, and annual reports to track performance metrics and identify trends for continuous improvement.

• Handled incoming customer refund and cancellation requests at Bitdefender, proposing alternative offers to retain customers and enhance loyalty.• Proactively engaged with Enterprise customers to ensure high retention rates and satisfaction.• Developed strong negotiation and problem-solving skills while handling customer interactions.

• Opened new retail locations and identified opportunities for retail, wholesale, and franchising expansion.• Developed and monitored KPIs to ensure performance and operational excellence.• Recruited, trained, and evaluated team members to optimize workforce effectiveness.• Created and implemented local policies and procedures to enhance operational consistency.• Planned and executed retail campaigns, driving sales and monitoring results for continuous improvement.• Coordinated the production of all campaign-related POS materials and maintained relationships with landlords, suppliers, and partners.• Allocated and monitored stock, analyzed product ranges, and adjusted inventory as needed.• Conducted sales, traffic, and stock analysis, reporting findings to inform strategic decisions.• Managed technical maintenance for stores to ensure optimal operation.

• Planned and executed retail campaigns across 33 stores, driving sales and assessing campaign effectiveness.• Coordinated the development, implemented, and monitored visual merchandising guidelines to enhance in-store presentation.• Coordinated the design and production of all campaign-related POS materials to support marketing initiatives.• Oversaw multi-channel customer orders directed to stores, ensuring efficient fulfillment.• Planned and managed technical maintenance for stores.• Cultivated relationships with landlords, suppliers, and partners to support business operations.• Conducted periodic sales, traffic, and stock analysis, reporting findings for strategic decision-making.

CCC S.A. is the market leader in the Polish footwear retail and one of its biggest manufacturers in Poland. The CCC Group comprises 700 stores located in modern shopping centres in 14 countries, own leather shoes factory, 7.000 employees and 25 million pairs of shoes sold within one year.Responsibilities:- Coordinating the sales team and supervising the implementation of internal policies and procedures- Supervising and participating in the completion of sales targets- Staff recruiting and selection- Evaluation and reporting regarding sales, staff performance and activity- Training staff in sales, customer service, POS and IT procedures, window dressing and visual merchandising - Window dressing and visual merchandising- Primary accounting- Checking and reporting the optimal performance of POS-related computer systems- Goods reception- Ordering and purchasing consumables and other materials necessary for the store's activityAchievements:- Participating in the opening of 2 CCC stores- Completing and surpassing sales targets monthly since the opening of the store

Responsibilities:- Coordinating the sales team and supervising the implementation of internal policies and procedures- Supervising and participating in the completion of sales targets- Staff recruiting and selection- Evaluation and reporting regarding sales, staff performance and activity- Training staff in sales, customer service, POS and IT procedures, window dressing and visual merchandising - Window dressing and visual merchandising- Primary accounting- Checking and reporting the optimal performance of POS-related computer systems- Goods reception- Ordering and purchasing consumables and other materials necessary for the store's activityAchievements:- Participating in the opening of 2 GAP stores- Sales and POS software training for staff- Participating in the implementation and testing of the POS software- Leading a team of 16 people towards increasing the cutomer service rating of the store from 51% to 92%- Increasing turnover by 20%

- Coordinating the sales team and supervising the implementation of internal policies and procedures- Supervising and participating in the completion of sales targets- Staff recruiting and selection- Evaluation and reporting regarding sales, staff performance and activity- Training staff in sales, customer service, POS and IT procedures, window dressing and visual merchandising - Window dressing and visual merchandising- Primary accounting- Checking and reporting the optimal performance of POS-related computer systems- Goods reception- Ordering and purchasing consumables and other materials necessary for the store's activity

Responsibilities:- Coordinating the store's activity, together with the store manager.- Merchandise orders, staff weekly schedule, daily task planning.- Activity and performance reports.- Staff training, tracking the completion of the monthly sales targets, nominating the employee of the month. - Personnel recruiting and selection.Achievements:I lead a team of 7 people, who increased turnover by approximately 25%.

Responsibilities:- Primary accounting .- Coordinating the store's activity in the absence of the manager and/or assistant manager.- Participating in merchandise reception, merchandise orders and consumable items.- Sale and promotion of garments, till operation, operating merchandise transfers.- Counseling and persuading customers in choosing and purchasing garments sold by the store.Achievements:- Being part of the team who was awarded "Best Elmec Romania store" distinction two years in a row (2006, 2007).- Training 21 cashiers and 2 assistant shop managers.- Developing a pilot website for promoting the Calvin Klein Jeans collections inside the company