Managing Partner
3 Green Tomatoes
Total years of experience :26 years, 11 months
Established a marketing and event consulting company to independently manage development and launch of diverse projects ranging from online portal to events and office project management.
Achievements
* Initiated and took charge of the execution for the entire operation of a 5000+ visitors TwinsPlus Festival 2 years in a row. Managed operations from conceptual phase to post-show report, including planning & budget setting, creative (logos, website, flyers etc), authorizations, operations, exhibitor administration, media partnerships, social and print marketing, event staff, merchandise, signage, competitions and financials.
* Conducted radio (Radio4, Dubai Eye) and TV interviews (City7, StudioOne, MyDubaiMyCity) .Won Dubai Calendar sponsorship
* Project managed office relocation including complete fit-out of 4500sqft office in Business Bay. Led contractor sourcing and awarding for fit-out, IT set-up and furniture. Supervised fit-out progress daily and managed actual move of over 40 staff.
* Single-handedly managed Marketing for Allied Pickfords in 2013 including event coordination, budget, merchandise, brand alignment, partnership development, business group memberships, events and networking
Was chosen by IT-focused free-zone authority to establish a client management division
Achievements
* Devised full client management strategy to study, measure and improve customer satisfaction and created a center as first stepping stone entirely dedicated to servicing, receiving and answering clients
* Managed the full center creation including office set up, hiring of staff, creation of procedures and system to record enquiries and headed the section which became a full fledge department reporting to VP and Executive Vice President, Corporate Excellence and support including HR performance reviews, managing 8 staff, training, budgeting and office administration requirements
* Managed launch promotion with internal and external stakeholders, organized quarterly business talk events for top executives.
* Headed venue and parking management (5 conference rooms and 2000 spots parking management over 4 structures) and achieved customer enquiries closing ratio of 90% within 24 hours.
* Volunteered as a EFQM multiplier and assessor (Department submission won first place) . Served as an ISO internal auditor, provided customer service reports to all department heads during bi-yearly Management Review Meetings. Lead member on CRM solution development team. Involved in 3 bi-yearly company strategy workshops as part of management.
Developed a new role of Client Services & Quality Manager after just 10 months of tenure as a move consultant for the international removal company. Managed a team of 7 handling export, import, ISO management and office coordination
Achievements
* Improved customer satisfaction results at local and global ranking levels, with an average of 98% satisfaction for imports and exports over 4 years
* Re-structured the customer facing departments and increased team efficiency (25% increase in workload with the same team)
* Established new processes, investigation and handling of all customer complaints
* Managed simultaneously tender submission, proposal write-ups, insurance claim reports, key account involvement, report software supervision for the country, management of Quality initiatives (ISO audits, management review meetings, certifications, training), marketing activities (networking, client events, advertising)
Global Customer Service Manager, Cypress Semiconductor, San Jose, California, USA Feb 2000-Dec 2002
Joined the well-established semiconductor multinational company as a customer service representative and was promoted to head 10 people in the customer service department within 8 months of tenure.
Achievements
* Managed sales offices support, liaison between manufacturing and sales field and reporting for the whole team including trouble-shooting and solving elevated issues
* Developed cross-departmental trainings and induction, with proven results of improved job closing times through better team work between product management and customer service teams
* Re-wrote all department process flows
* Mastered staff hiring (4 levels interviews), induction, training, appraisals, cross-training, mentoring
* Lead user expert for the implementation of a new Order Management Software I2- OMx. (Testing, debugging, developing training manuals and schedules, conducting training and preparing launch)
EARLIER CAREER
Buyer in the purchasing department for the leading multinational steel manufacturer Europipe GmbH.
In charge of purchases, handling, negotiating of contracts, reviews
Customer service representative for the shopping centre management of the prestigious Shadow Arkaden.
Functions included: client greeting and directing, reports, parking management reports, administration
Handled client relations for the tyrolian 5-stars hotel InntalherHof.
Reception duties included check-in - check-out (FIDELIO software), invoicing, correspondence, quotations, client relations. Also active in restaurant -client greeting and service as and when needed
College diploma: BTS Tourism business and linguistic, LPEGT Ste Marie, Les Sables d'Olonne, France Baccalaureat Linguistic and literature, Lycée St Michel, St Laurent sur-sèvre, France
