Amy Lee
Sydney,Australia
Summary
Versatile and detail-oriented professional with 7+ years of experience across luxury retail, client services, public relations, and digital operations. Proven track record supporting high-profile brands such as Gucci, Richemont Maisons, and Samsung (via Ogilvy PR/Howorth Communications). Skilled in administrative coordination, after-sales support, stakeholder communication, and CRM systems (SAP). Adept at managing complex workflows, delivering premium service, and supporting cross-functional teams across retail, PR, and operations. Holds a Bachelor of Media with majors in Public Relations, Social Media, and Marketing. Passionate about brand excellence, digital innovation, and seamless coordination in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Client Relations Specialist
Richemont Australia Pty Ltd
11.2024 - Current
- Delivered high-level after-sales support for Richemont Maison including Piaget, IWC, Montblanc, Baume et Mercier and Vacheron Constantin, ensuring service excellence aligned with each brand's standards.
- Processed registrations, cost estimates, invoicing, and spare part orders using SAP, ensuring precision and timely turnaround to meet KPI targets.
- Acted as a key liaison between internal boutiques, service centres, and international platforms (e.g. Hong Kong, Germany, Switzerland), providing clear communication and effective resolutions.
- Handled after-sales service coordination, including repair tracking, product information, and resolution of client concerns in a timely and professional manner.
- Assisted boutiques and wholesalers in adhering to after-sales procedures, brand policies, and service KPIs by delivering training, daily reporting, and operational support.
- Managed complaint cases and complex repair scenarios, providing escalation support and proactive follow-up to uphold Richemont’s luxury service standards.
- Facilitated boutique repair transfers, monitored local and overseas stock movements, and ensured smooth flow across internal service streams.
- Supported campaigns, product launches, and seasonal initiatives by providing timely product knowledge and proactive client outreach.
- Trained and supported internal and external teams on best practices, policies, systems, and customer service procedures to enhance operational consistency.
Product Care Coordinator
Gucci Australia Pty Ltd
12.2022 - 11.2024
- Coordinate and manage after-sales service processes, including repairs, quality assessments, and product returns, ensuring alignment with Gucci’s luxury standards.
- Liaise with internal departments and external service centers to resolve client concerns promptly and effectively.
- Provide expert product knowledge through boutique training sessions to support store teams in delivering exceptional customer service experiences.
- Maintain accurate service records, monitor repair timelines, and support reporting and analysis for continuous process improvement.
- Uphold brand integrity by ensuring all product care services reflect Gucci’s commitment to craftsmanship and customer satisfaction.
- Monitor and manage service ticket lifecycles, ensuring accuracy, completeness, and adherence to Service Level Agreements (SLAs) to meet customer expectations.
- Maintain damaged goods inventory, oversee spare parts ordering, and support inventory flow through warehouses.
- Collaborate with Retail Operations to ensure compliance with after sales guidelines and propose updates to improve service operations.
- Contribute to continuous improvement by cascading new projects and updates to sales channels, and by engaging with store teams during briefings and training sessions.
- Coordinate inbound and outbound shipments for repair and damaged items, ensuring timely processing and tracking.
- Perform quality checks on products and deliver training to store teams on claim handling, GUCCI/Kering systems (e.g. iPad and web apps), and product quality standards.
Account Coordinator
Howorth Communications (Ogilvy PR)
03.2022 - 09.2022
- Conducted research on competitors and prospective clients, effectively executed company objectives in marketing and advertising campaigns and administered accounts budgets.
- Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
- Managed client communication and oversaw project progress to provide timely status updates and avoid delays.
- Expanded product and company recognition in national press to support sales and marketing teams.
- Assisted with scheduling appointments, travel planning and external and internal communications efforts.
- Wrote press releases or other media communications to promote clients.
- Developed and updated calendars to manage meetings and obligations.
- Generated reports, compiling and organizing key data.
- Planned events, organizing food and venue setup.
- Participated in training sessions regarding products and services.
- Booking hotel rooms, car rentals and flights for company trips and conferences.
- Communicated with vendors to gather price quotes and manage orders.
Client Advisor
GIVENCHY
10.2020 - 01.2022
- Built trusting relationships with customers by making personal connections.
- Acted as initial contact in addressing customer concerns.
- Worked with fellow sales team members to achieve group targets.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
- Used Vend POS database to cold call potential customers for promotions, seasonal launches and sales.
- Provided consultative experiences over the phone to successfully make online sales through cold calls.
- Worked with production teams to assess, update and optimize delivery dates for customers.
- Highlighted target products with eye-catching signs, displays and shelf positions.
Client Advisor
Tiffany & Co.
09.2018 - 01.2020
- Listened to customers to understand needs and refer to optimal services.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Maintained productive relationships with existing customers through exceptional follow-up after sales.
- Handled credit and debit card payment processing to complete purchasing experience.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs.
- Maintained client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Tracked industry trends and pursued professional development opportunities to strengthen product and service knowledge.
- Provided inventory reports weekly to ensure correct stock intake.
- Conducted product quality and material management.
- Worked with fellow sales team members to achieve group targets.
- Was given responsibilities to take care of high end products to increase sales revenue for store target.
Education
Bachelor of Media - Public Relations and Social Media, Marketing, Public relations and Social Media (web design and constructing Campaigns)
Macquarie University
03.2022
Skills
- SAP System proficiency
- Microsoft Office Suite (Advanced Excel, Outlook, Word, Powerpoint)
- SLA & KPI Monitoring and reporting
- Inventory & stock/spare parts management
- Product knowledge and policy implementation training for boutique teams
- Luxury customer service & after sales support
- Cross-functional Team Collaboration (Retail, logistics, merchandising, after-sales)
- Complaint handling & case resolution
- Process coordination & workflow optimisation
- Client Relationship & Stakeholder Management
- Flexible and adaptable
- Attention to detail
- Administrative support
Languages
English
Korean
Timeline
Client Relations Specialist
Richemont Australia Pty Ltd
11.2024 - Current
Product Care Coordinator
Gucci Australia Pty Ltd
12.2022 - 11.2024
Account Coordinator
Howorth Communications (Ogilvy PR)
03.2022 - 09.2022
Client Advisor
GIVENCHY
10.2020 - 01.2022
Client Advisor
Tiffany & Co.
09.2018 - 01.2020
Bachelor of Media - Public Relations and Social Media, Marketing, Public relations and Social Media (web design and constructing Campaigns)
Macquarie University
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