Olivia Le Roux Soprano

Acted as a dedicated brand ambassador for a premium lifestyle brand, delivering highly personalized and discreet service to high-value clients across multiple European markets. Translated technical product expertise into refined, tailored recommendations aligned with individual client needs and expectations. Owned the end-to-end order lifecycle within M3, ensuring accurate allocation, flawless execution, and on-time delivery.

Partnered closely with logistics teams to proactively resolve escalations and safeguard a seamless post-purchase journey. Managed public reviews and social channels with professional, measured responses to protect brand reputation and service standards. Analyzed internal reporting to identify trends and insights, contributing to continuous improvements in customer experience and operational processes.

Product Advisor – Customer Experience - Brooksrunning.com - Amsterdam, Netherlands

(2021-12)

Acted as a dedicated brand ambassador for a premium lifestyle brand, delivering highly personalized and discreet service to high-value clients across multiple European markets. Translated technical product expertise into refined, tailored recommendations aligned with individual client needs and expectations. Owned the end-to-end order lifecycle within M3, ensuring accurate allocation, flawless execution, and on-time delivery.

Partnered closely with logistics teams to proactively resolve escalations and safeguard a seamless post-purchase journey. Managed public reviews and social channels with professional, measured responses to protect brand reputation and service standards. Analyzed internal reporting to identify trends and insights, contributing to continuous improvements in customer experience and operational processes.

Live Operations Specialist - Just Eat Takeaway.com - Amsterdam, Netherlands

(2021-02 - 2022-01)

• Primary point of contact for couriers via live chat and phone in a fast-paced, high-volume environment
• Supervised live order flows to ensure service continuity and optimal delivery times
• Coordinated shift planning and worked cross-functionally with customer service and operations teams
• Demonstrated strong composure, prioritisation, and decision-making under pressure

Senior Customer Service Representative - Deliveroo - London, United Kingdom

(2020-08 - 2021-02)

• Managed complex and executive-level customer escalations with discretion and professionalism
• Acted as escalation point for VIP and sensitive cases
• Supported team leaders with performance targets and operational improvements
• Analysed customer data using Google Sheets and Excel to identify trends and service gaps
• Contributed to onboarding and training of new agents
• Acted as "voice of the customer," feeding strategic insights to management

Customer Service Agent (Medical Devices) - Johnson & Johnson (Biosense & Ethicon) - London, United Kingdom

(2019-07 - 2020-07)

• Provided real-time customer support during cardiac surgery procedures worldwide
• Logged and tracked high-value surgical equipment requiring repair or maintenance
• Acted as liaison between surgeons, sales representatives, engineers, and back-office teams
• Required extreme precision, confidentiality, and calm execution in critical situations

Customer Service & Social Media Community Management Agent - Emesa (Vavabid) - Amsterdam, Netherlands

(2017-10 - 2019-04)

• Managed private and public customer inquiries across phone, email, chat, and social platforms
• Community management in collaboration with marketing via Trustpilot and Facebook
• Processed refunds and ensured customer satisfaction in sensitive situations

Customer Service Agent - Nike - Amsterdam, Netherlands

(2015-06 - 2016-03)

• Handled inbound calls and order placement
• Acted as intermediary between customers and logistics/shipping services
• Represented a global premium brand with strong service standards

Classical Voice Interpretation Degree - Classical Voice - Amsterdam University of the Arts – Conservatorium van Amsterdam (2012-09 - 2014-01)

Bachelor of Music - Classical Voice Performance - Université de Montréal, Faculty of Music (2007-09 - 2012-12)

BAC TMD - Music & Dance - Lycée Malherbe de Caen (2004-09 - 2007-07)