Experience

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  Sitel nv

  Jan 2003 - Dec 2005

  Customer service professional

  Sitel offers a variety of outsourced customer interaction solutions covering each stage of the customer lifecycle - customer selection, customer acquisition, customer retention and customer extension. • Met personal/customer service team sales targets and call handling quotas• Demonstrated a strong record of accomplishment for working collaboratively on cross-functional and cross-culture teams.• Sustained outbound sales of American Express Cards.• Conducted product and logistics support for consumers of Hewlett Packard products.• Built sustainable relationships and trust with customer accounts through open and interactive communication• Assumed full responsibilities of online sales management, accounts receivable & payable; acted as Ad-Hoc support for Sales Manager In addition, we have developed industry-specific competencies that allow us to respond to unique demands and requirements in specific vertical markets. Our multi-tiered approach to client engagement for both business-to-consumer (B2C) and business-to-business (B2B) programs enables us to align our solution as closely as possible to your unique business goals. Show less

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  V o i c e

  Jan 2005 - Dec 2007

  Office manager

  Independent Customer Advisory Council for consumers of holiday investments. Dispute resolution and compliance monitoring

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  Globality health

  Feb 2008 - May 2015

  • Developed account strategy based on research, competitor analysis, customer needs, and client feedback.• Responsible for retaining and growing customer accounts and optimizing the customer journey. • Established a high-potential team of 23 Account managers and designed training sessions for continuous improvement.Key Contributions:o Mentored 12 successful Account Managers.o Assisted in developing renewal pricing strategies and achieved 8% increase in renewal portfolio in the first year.o Increased average order size by 10% through strategic marketing campaigns targeted at high-value customers.o Improved overall market share by 5% through effective marketing strategies. Show less • Led & mentored team members through coaching, training, goal setting, and performance management processes.• Streamlined end-to-end operations by identifying areas of improvement and implementing corrective actions. • Spearheaded a multi-disciplinary team of sales staff and delivered expert advice to improve the sales channel's productivity.Key Contributions:o Ensured maximum customer satisfaction levels by refining customer service standards and promptly resolving complex issues, resulting in generating approximately 37% increase from contract renewals.o Spearheaded an initiative to increase revenue by 15% through improved customer service practices. Show less • Improved overall productivity by implementing new sales techniques for each department’s workflow process.• Developed intermediary market, onboarding, and daily management and worked for accounts retention and renewals.• Conducted market research and analysis to identify new business opportunities.• Built and maintained relationships with key clients and partners. Key Contributions:o Developed sales strategy for new markets, resulting in a 25% increase in overall revenue.o Achieved 97% retention and increased average sales by 20% through improved lead generation techniques.o Achieved 100% customer satisfaction rating through consistent follow-up on orders and inquiries. Show less

  • Head of Account Management & Sales Support

    Dec 2013 - May 2015

  • Team Leader - Individual & Corporate Sales

    Nov 2011 - Nov 2013

  • Sales Support Manager Asia/UK

    Aug 2010 - Nov 2011

  • International Claims Assessor

    Feb 2008 - Aug 2010
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  Globality health

  Jul 2015 - Apr 2017

  Regional sales director - benelux

  • Managed all aspects of the business, including marketing, sales, customer service, and operations.• Developed strong relationships with key stakeholders in the community to ensure a positive image of the company.• Collaborated with sales, operations, and finance departments to ensure client needs were met throughout the entire lifecycle.• Developed go-to-market product and marketing strategies combined with an effective customer management process.• Held accountable for broker acquisition, training, and account management.Key Contributions:o Achieved and maintained an annual pipeline goalso Achieved Sales turnover of approximately 37% and a renewal rate of 98% in 2017.o Achieved 100% growth quarter-over-quarter during the first year as manager, exceeding company goals by 20%. Show less

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  Icompare.lu

  Apr 2017 - Dec 2018

  Director client solutions

  • Spearheaded an initiative to improve employee engagement through better communication with customers.• Delivered leadership for strategic planning, process improvement, operations management, and sales optimisation. • Resolved customer issues in a timely manner by working with various departments, such as sales, billing, and technical support.• Generated and secured new business opportunities by identifying, negotiating, and acquiring partners.Key Contributions:o Developed marketing product positioning strategies that increased revenue by 30% annually within 2 years.o Developed a strong working relationship with clients, which led to an increase in client satisfaction ratings of over 20%.o Contributed to a 37% increase in new business within 2 years. Show less

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  Boston scientific

  Sept 2020 - now

  Product trainer & mental health champion

  • Deliver training on products, processes, and procedures for the well-being of employees within the department. • Assist employees in achieving a well-balanced cognitive approach towards daily challenges and improve mental strength.Key Contributions:o Delivering training courses for new hires on company products, increasing product knowledge o Reduced employee turnover by 25% in 2 years by improving training programs for new hires.