Alan Lau

Experience

• 

  Schuh

  Jun 2014 - Sept 2014

  Sales Advisor

  Providing excellent customer service. Ensuring that the shop floor was tidy at all times and displays were fully stocked. Making sales and reaching daily targets.

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  Jack & Jones

  Nov 2014 - Jan 2015

  Sales Advisor and Stockroom Assistant

  Working as a stockroom assistant included tasks such as: processing incoming deliveries, counting stock, updating invoices and stock, maintaining and organising the stockroom.My duties as a sales advisor included: providing an excellent level of customer service at all times, helping customers with inquiries, using my own knowledge of fashion to provide advice on particular items and maintaining the standards of the shop floor.

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  Clarks

  Jun 2015 - Jan 2016

  Sales Associate and Stockroom Assistant
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  JACK & JONES

  Nov 2016 - May 2018

  Supervisor

  Helping customers with styles and sizes of our various products on sale.Keeping up to date on our product catalogue in order to stay knowledgeable on trends, popular items, features and benefits. Stock control management. Consistently exceeded sales targets and KPIs.Opening and closing the shop (key holder) and cashing the till as well as other supervisory duties. Frequently ranked among the top 10 sales assistants in Ireland. Promoted to supervisory level.Managed and motivated the sales team to ensure everyone was performing well to ensure store targets were achieved.Developed my customer service skills to include problem solving and dealing with negative feedback. Show less

• 

  Flying Tiger Copenhagen

  Oct 2018 - Jan 2019

  Sales Assistant
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  GLG

  Jun 2019 - Mar 2021

  Relationship Management: Developing relationships through daily communication with GLG’s large network of experts to include various C-level executives, on a daily basis and vetting their suitability for projects. Business Development: Identifying new business opportunities through outbound calling and emailing clients on the GLG platform. This also involved complex meeting scheduling with clients based across the world from each other.Communication: Close liaison with different teams and colleagues in GLG offices around the world. This required strong communication and teamwork skills in order to work effectively through the many time zones. Project Management: working across 15-20 different projects on a daily basis with different colleagues. This has helped me development strong time management and multitasking skills while also learning how to prioritise work. Show less

  • Council Development Associate

    Aug 2020 - Mar 2021

  • Project Support Specialist

    Jun 2019 - Mar 2021
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  Google

  Mar 2021 - Feb 2022

  GBS Partnership Program Coordinator

  Responsible for the management, development and implementation of different projects and strategies within the partnership program globally.Identifying challenges within the program and discovering solutions to tackle areas of concern.Coordinated the launch of the partner hub website, creating a communication plan, developing an invite list of Google clients and following through to completion.Developed an aftercare plan, a system of following up with Google partners and vendors to improve processes and increase contracting rates.Improved and streamlined the onboarding processes for partners including a revamp of the contracts.Engaging partners throughout the onboarding cycle and effectively engaging decision makers.Ensuring the customers complete the setup efficiently and in a timely manner.Collecting and analysing data from the partner hub to draw insight from client behaviours.Managing the partner referral process.Communicating with leadership on progress and status of projects. Show less

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  Nory

  Feb 2022 - Jun 2022

  Customer Success Manager

  Customer Success Manager at a new tech start-up.Served as a point of contact and managed client communications during onboarding.Supported the discovery of customer goals/objectives and acted as an advisor in order to build out an onboarding plan for successful time to value.Educated and consulted customers on how to use Nory effectively. Assisted customers in the implementation, usage, adoption and integration of the Nory platform.Developed a thorough understanding of the Nory product and features.Working closely with restaurants to utilise Nory for their business goals.Provide outstanding customer support by troubleshooting and resolving issues quickly in order to delight clients at every opportunity. Show less

• 

  ServiceNow

  Sept 2022 - now

  Associate Customer Success Manager

  Act as the main point of contact for customers within the ServiceNow Impact program.Owning my own portfolio of 45+ accounts, across a wide range of industries in the EMEA region and drive business outcomes for those customers.Ensure that customers gain the maximum value from their ServiceNow investment and utilize their licenses and products purchased.Identify key criteria for assisting my customers and leverage known strategies and success stories to address them.Proactively monitor customer health to lead and drive changes of their ServiceNow platform.Collaborate with ServiceNow stakeholder teams to ensure product adoption, growth attainment and increased platform.Spread the word of ServiceNow customer success stories and processes.Working on additional projects and initiatives to improve internal work processes. Achieve a 100% customer renewal rate. Creating product roadmaps with customers.Enabling customers and recommending ServiceNow workshops to help them implement and adopt new products. Creating training plans and learning paths for customers and helping them gain certifications. Show less