Zane Robertson Email & Phone Number

Brooklyn, New York

Designed, delivered, and facilitated customized training and development programs for Giuseppe Zanotti, Automobili Lamborghini SPA and 12 Locks NYC.• Conducted market research, situational interviews, online surveys, on-site observation and focus groups for service teams, managers, and executives, identifying key customer issues and then formulating implementation plans.• Developed feedback coaching model and coached performance of service and management teams, delivering better results… Show more Designed, delivered, and facilitated customized training and development programs for Giuseppe Zanotti, Automobili Lamborghini SPA and 12 Locks NYC.• Conducted market research, situational interviews, online surveys, on-site observation and focus groups for service teams, managers, and executives, identifying key customer issues and then formulating implementation plans.• Developed feedback coaching model and coached performance of service and management teams, delivering better results and supporting a more robust learning environment. Show less

New York City Metropolitan Area

Created and managed the 2023 / 24 Learning Strategy for 450+ team members, from Client Advisors to VPs.• Scored 3rd out of 300 global stores and 1st place in the Americas, using NPS and Mystery Shopper scores by collaborating with HQ and US corporate while developing and adapting The Tiffany Promise client experience program.• Increased client base of $10K and $250K client segment by achieving appointment targets and developing user guides, cheat sheets, and classroom workshops… Show more Created and managed the 2023 / 24 Learning Strategy for 450+ team members, from Client Advisors to VPs.• Scored 3rd out of 300 global stores and 1st place in the Americas, using NPS and Mystery Shopper scores by collaborating with HQ and US corporate while developing and adapting The Tiffany Promise client experience program.• Increased client base of $10K and $250K client segment by achieving appointment targets and developing user guides, cheat sheets, and classroom workshops, leveraging SalesForce.• Partnered with the technical trainer, adapting a generic POS user guide for The Landmark audience into more concise and effective 1-day training for client advisers and 2-day training for managers and directors.• Overhauled Induction program content, developing new permanent and seasonal programs for new inductees, supporting storytelling efforts and improving knowledge transfer and teamwork.• Reinforced legacy and legitimacy of Tiffany & Co. by hosting offsite visits to The Met and NY Historical Society, viewing collectable Tiffany & Co. • Maintained a high level of morale and performance during change and related challenges by coaching and supporting staff, identifying key strengths and fostering respectful and top performance. Show less

Brooklyn, New York, United States

Managed portfolio of 110 clients at various stages in their client service plan, established the benchmark in case documentation, which improved integrity, depth, and flow of notation required for on-site clinical teams and NYC Human Resource Administration. • Reduced client wait times and condensed orientations that elevated client experience by streamlining case management procedures.• Achieved both 100% ratings for client service excellence and 100% accuracy consistently on all… Show more Managed portfolio of 110 clients at various stages in their client service plan, established the benchmark in case documentation, which improved integrity, depth, and flow of notation required for on-site clinical teams and NYC Human Resource Administration. • Reduced client wait times and condensed orientations that elevated client experience by streamlining case management procedures.• Achieved both 100% ratings for client service excellence and 100% accuracy consistently on all internal and external case audits, compliance, and operational excellence by onboarding new case managers using best practices.• Partnered with clients in developing service plans for work experience, internships, work readiness training, job preparation coaching, and educational and vocational learning referrals by regularly meeting with clients. • Provided case management, coaching, and counselling related to client goals and employment retention milestones at 30, 90 and 180 days by collaborating with external business clients, sourcing open job opportunities and maintaining a pipeline of prospective candidates. Show less

Brooklyn, New York, United States

Managed client reception and daily office operations, providing general administrative support services to six department managers and one director.• Hosted small groups, presented onboarding process to new clients, managed client appointment expectations and explained services, enhanced the client experience and improved audit scores from NY HRA. • Coordinated conference room bookings, scheduled appointments, ordered catering, typed and distributed internal memos, and created… Show more Managed client reception and daily office operations, providing general administrative support services to six department managers and one director.• Hosted small groups, presented onboarding process to new clients, managed client appointment expectations and explained services, enhanced the client experience and improved audit scores from NY HRA. • Coordinated conference room bookings, scheduled appointments, ordered catering, typed and distributed internal memos, and created PowerPoint presentations for the management team. Show less

Brooklyn, New York, United States

Procured space and vendors, on-site management of specific event installations, performing event kit inventory management. Served as a problem solver and critical responder during events. Tracked and coded event-specific credit card expenses and booked travel arrangements.• Provided new hire support by maintaining vendor / freelance resource database, team contact sheet, and other general events team documents. • Managed events on team calendar, coordinated and documented meeting notes… Show more Procured space and vendors, on-site management of specific event installations, performing event kit inventory management. Served as a problem solver and critical responder during events. Tracked and coded event-specific credit card expenses and booked travel arrangements.• Provided new hire support by maintaining vendor / freelance resource database, team contact sheet, and other general events team documents. • Managed events on team calendar, coordinated and documented meeting notes for project meetings, and supported positive relationships with internal/external clients. Show less

India, Southeast Asia, And China.

English Teacher, Cambodia — Taught English lessons to grades 2 - 5 at the local school on the small island of Koh Rong Samloem. English Tutor, Luang Prabang, Laos — Tutored students from primary school to university in English comprehension, sentence construction, grammar and conversation skills.Elephant Caretaker, Chiang Mai, Thailand — Responsibilities included: planting, harvesting, cleaning and preparing elephants' special diets, bathing, walking and cleaning elephant… Show more English Teacher, Cambodia — Taught English lessons to grades 2 - 5 at the local school on the small island of Koh Rong Samloem. English Tutor, Luang Prabang, Laos — Tutored students from primary school to university in English comprehension, sentence construction, grammar and conversation skills.Elephant Caretaker, Chiang Mai, Thailand — Responsibilities included: planting, harvesting, cleaning and preparing elephants' special diets, bathing, walking and cleaning elephant housing and environs, helping the ‘Karen people’ in the local village with elephant conservation efforts.Consultant and Coach, Shillong, N.E. India — Areas of execution: customer experience and service focus, operational excellence, website population, development of 5 cultural tours in and around the Khasi and Jaintia Hills, and more specifically, the livelihood promotional arm of the Asian Confluence Arts and Cultural Center that focuses on the arts & crafts production of local women with all proceeds returning directly to the village artisans. Show less

Northern, Eastern, Mid-Western, Mid-Atlantic & New York City Regions

Developed and delivered NYC Induction Training on product, advanced service, and brand culture. Supported and managed diverse teams in operational business management and product presentation techniques for 115 managers and 350 service employees at 44 locations in the field and within the corporate structure.• Evaluated existing program successes and identified development opportunities by providing regional, tiered-level needs assessment workshops and interviews with service and… Show more Developed and delivered NYC Induction Training on product, advanced service, and brand culture. Supported and managed diverse teams in operational business management and product presentation techniques for 115 managers and 350 service employees at 44 locations in the field and within the corporate structure.• Evaluated existing program successes and identified development opportunities by providing regional, tiered-level needs assessment workshops and interviews with service and managerial-level associates. Show less

Lvmh Tower, New York City

Delivered on-site support to In-Store Trainers. Supported 1.5K employees at over 120 locations. Created interactive group workshops and sourced guest speakers from FIT, GIA, and Swiss watchmakers for seasonal bi-coastal managers' meetings.• Selected as U.S. delegate to Paris to design LV service, clienteling and coaching programs for global roll-out.• Collaborated with Regional V.P.s, developing customized career development programs, training tools and documentation, building a… Show more Delivered on-site support to In-Store Trainers. Supported 1.5K employees at over 120 locations. Created interactive group workshops and sourced guest speakers from FIT, GIA, and Swiss watchmakers for seasonal bi-coastal managers' meetings.• Selected as U.S. delegate to Paris to design LV service, clienteling and coaching programs for global roll-out.• Collaborated with Regional V.P.s, developing customized career development programs, training tools and documentation, building a versatile and ready reservoir of talent for promotion. Show less

Fifth Avenue Maison, New York City

• Directed the global launch of the world’s first Louis Vuitton high jewelry boutique.• Achieved service targets (100%), sales targets (+88% YOY) and inventory shrink (.03%) by training and motivating the team.• Developed and promoted two associates to leadership roles within the region.• Devised incentive-based, motivational program, augmenting growth in client relationships within the local market.• Cultivated the development of the world’s first million-dollar client book.

Soho, New York City

Promoted and transferred from TAG Heuer Showroom in Sydney, Australia, to provide expertise for the launch of the US retail division, including the first flagship boutique in SoHo. Directed multi-store operations, strategic business planning and improvements to inventory management. Developed a ‘brand ambassador’ team and led all marketing and PR strategies and initiatives. Accountable for bottom-line profitability and merchandising standards, as well as leading a highly motivated… Show more Promoted and transferred from TAG Heuer Showroom in Sydney, Australia, to provide expertise for the launch of the US retail division, including the first flagship boutique in SoHo. Directed multi-store operations, strategic business planning and improvements to inventory management. Developed a ‘brand ambassador’ team and led all marketing and PR strategies and initiatives. Accountable for bottom-line profitability and merchandising standards, as well as leading a highly motivated, cross-functional team of five direct reports. Coordinated all HR-related functions, including recruitment, training and performance management. Designed and facilitated retail training workshops for wholesale account managers and weekly product & sales presentations and meetings for boutique teams. Implemented cost reduction strategies to increase profitability. Developed job descriptions and retail network policies & procedures. Show less

Sydney, Australia

Directed all facets of retail showroom operation with a strong emphasis on corporate relationship development, niche advertising and establishing synergistic alliances with high-level community charities and foundations to expand brand influence and loyalty—managed events and promotional marketing initiatives. Championed several sales development programs, as well as a successful eight-week training curriculum and innovative incentive program. Directed product assortment and management, overall… Show more Directed all facets of retail showroom operation with a strong emphasis on corporate relationship development, niche advertising and establishing synergistic alliances with high-level community charities and foundations to expand brand influence and loyalty—managed events and promotional marketing initiatives. Championed several sales development programs, as well as a successful eight-week training curriculum and innovative incentive program. Directed product assortment and management, overall business planning, sales forecasting and bottom-line profitability. Oversaw seven direct reports; led all facets of staff development and career succession planning. Show less

Bachelor’S Degree, B.Sc. Psychology

Associate’S Degree, Communication Management

Master Trainer Instructional Design Certificate, Diploma