Team Leader of Customer Support at Alpine Fleet (Global Transfers Group) (2022-11 – Present)
Led a dynamic customer service team, delivering high-quality support via SMS, email, and phone to resolve inquiries and ensure customer satisfaction.
- Designed and implemented a comprehensive training program for new customer support representatives, improving onboarding efficiency and elevating team service delivery scores by 50%.
- Managed booking amendments and cancellations through the internal Hub system, ensuring accuracy, efficiency, and a seamless customer experience.
- Fostered a collaborative, motivated team culture by promoting open communication, setting clear goals, and maintaining a calm, positive office environment.
- Utilized active listening and empathy to effectively handle customer complaints and escalations, preserving client relationships and fostering repeat business.
- Drove continuous improvement by implementing a customer feedback system that increased the resolution rate by 20%.
- Served as the first point of contact during night shifts (23:00-08:00) for the 2025/26 season, managing thousands of passengers traveling overnight from resorts to Geneva Airport and ensuring smooth, uninterrupted customer support throughout the season.
- Boosted Alpine Fleet's response time across email, calls, and WhatsApp, aligning with industry best practices in customer engagement and achieving a 95% response rate.
Sales Floor Team Leader - Retail Customer Engagement Specialist at Diamonds Consulting (2021-08 – 2022-04)
- Conducted cold and warm calling to present company products and generate new business opportunities across a wide range of clients.
- Delivered persuasive product presentations over the phone, adapting messaging to meet client needs and consistently converting leads into sales.
- Sent targeted sales emails featuring personalized offers and promotions to drive interest, increase engagement, and secure new accounts.
- Maintained strong client relationships through regular follow-ups, attentive service, and post-sale support to build trust and encourage repeat business.
- Consistently met or exceeded sales targets through a results-driven approach and effective communication strategies.
- Presented company programs to various businesses, ensuring maximum visibility and adoption of products/services.
- Conducted phone-based pitches, clearly explaining program details to prospective clients and driving sales.
- Contributed to company growth by generating new business and expanding client relationships.
Sales Agent at Inovatis Marketing Solutions (2020-12 – 2021-07)
- Managed client communications via email, phone, and other channels, ensuring timely responses and excellent service.
- Presented products clearly and engagingly to help clients understand their purchases fully.
- Leveraged product knowledge to answer questions and address customer concerns effectively.
- Delivered exceptional customer support by resolving inquiries and issues promptly, enhancing overall client satisfaction.
- Utilized CRM software to track and manage customer interactions, ensuring accurate and timely follow-up.
- Collaborated with cross-functional teams to address complex customer concerns and improve service delivery.
- Analyzed customer feedback to identify trends and recommend process improvements that increased retention rates.
Customer Support at Skyline Group (2017-08 – 2020-11)
- Presented products clearly and engagingly to help clients understand their purchase falls.
- Leveraged product knowledge to process questions and address customer concerns effectively.
- Delivered exceptional customer support by resolving inquiries and issues promptly, enhancing overall client satisfaction.
- Utilized CRM software to track and manage customer interactions, ensuring accurate and timely follow-up.
- Collaborated with cross-functional teams to address complex customer concerns and improve service delivery.
- Analyzed customer feedback to identify trends and recommend process improvements that increased retention rates.
