Obelis GroupCustomer Relations Representative
Sep. 2018 - Aug. 2019Brussels Area, BelgiumI was thrilled to be a part of the creation of the Customer Relations department, including the creation and implementation of procedures, tools, SOPs, setting KPIs, etc. I contributed to the development of the department by taking initiatives and deploying the most effective and innovative methods in the field, always reaching (and exceeding) all the KPIs of the department. I was responsible for providing high-quality services to more than 1000 clients, as well as for dealing with the most crucial and difficult cases of the company (complaints, terminations, negotiations support on important deals, etc.). Additionally, my supervisor and myself had the full ownership of the VIP clientele (quotes, communication, promotions), acting as a single point of contact for them. Part of my daily responsibilities included preparing presentations for board meetings, providing accurate data and contributing on ISO implementation, ensuring compliance with procedures for internal and external audits. Additionally, I was also performing project management activities, and I was responsible for the coordination of the daily tasks and the performance of 6 interns, acting as their point of contact for them and reporting to the manager of my department.