Summary
Overview
Work History
Education
Skills
Timeline
Generic
Louisa Lu

Louisa Lu

CLAREMONT,WA

Summary

Results-oriented professional skilled in client relationship management and proposal development. Expertise in resolving complex customer issues and implementing service improvement strategies. Seeking to leverage strong communication and strategic thinking skills to drive customer satisfaction and business growth.

Overview

14
14
years of professional experience

Work History

Client Services Manager

Perth Commercial Cleaning Services
Nedlands, WA
08.2018 - Current
  • Managed client relationships to ensure satisfaction and retention.
  • Coordinated cleaning schedules based on client needs and preferences.
  • Developed and implemented service improvement strategies for clients.
  • Resolved client inquiries promptly to maintain strong communication.
  • Facilitated feedback sessions with clients to enhance service delivery.
  • Maintained client relationships by partnering with internal teams to understand client goals and objectives.
  • Developed relationships with stakeholders to maximize performance resulting in customer satisfaction.
  • Responded promptly to any escalated customer service issues.
  • Ensured compliance with company standards for customer service delivery.
  • Leveraged CRM to maintain assigned accounts and activities.
  • Guided team members on how to handle difficult situations with clients.
  • Attended workshops, meetings and site visits to gather customer requirements.
  • Organized regular meetings with clients to discuss upcoming projects and initiatives.
  • Identified and established scope and parameters of business requirements to define outcome criteria and metrics.
  • Collaborated with other departments to resolve complex customer issues.
  • Negotiated contracts with external vendors related to client services operations.

Coordinator of business development management

VIP Commercial Cleaning
Belmont , WA
10.2011 - 07.2017
  • Liaised with managers, licensees of different venues, directors of learning centres and other key persons promoting their business.
  • Encompassing new business opportunities, face-to-face, negotiating, B2B, management, and administration.
  • Get in contact with new leads and make them become regular clients.
  • Assisted with the design of marketing and promotional products to increase business revenue.
  • Managed client relationships to ensure satisfaction and retention of key accounts.
  • Created proposals and presentations to communicate service offerings effectively.
  • Generated leads and capitalised on valuable business opportunities to bring in new company revenue and improve bottom line profit.
  • Drafted proposals for prospects in response to their requests for information.
  • Negotiated contracts with vendors, suppliers, partners, and customers.
  • Coordinated with marketing team to develop promotional materials and campaigns.
  • Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.

Education

BBA - Marketing

Edith Cowan University
Perth, WA
11-2013

Skills

  • Client relationship management
  • Proposal development
  • Problem solving
  • Client relationship building
  • Project coordination
  • Team collaboration
  • Effective communication

Timeline

Client Services Manager

Perth Commercial Cleaning Services
08.2018 - Current

Coordinator of business development management

VIP Commercial Cleaning
10.2011 - 07.2017

BBA - Marketing

Edith Cowan University
Louisa Lu