Petula Ferreira- Spalling

Responsibilities:

• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Lead a team of customer service professionals and collaborate across departments to ensure a seamless customer experience.
• Implement systems to collect, analyze, and act on customer feedback.
• Utilize data to identify trends, opportunities, and areas for improvement in customer experience.
• Develop and refine processes to improve efficiency and effectiveness in customer interactions.
• Monitor and analyze key performance indicators (KPIs) to measure success.
• Manage escalated customer issues and ensure prompt resolution.

Achievements:

• Successfully trained and developed confident agents capable of handling high responsibilities.
• Maintained high customer service standards, consistently meeting KPIs.
• Implemented a review system to improve customer satisfaction and loyalty.

Responsibilities:

• Managed day-to-day customer service operations.
• Developed and implemented customer service reporting.
• Created and enforced KPIs and SLAs.
• Provided ongoing mentoring and support to the customer service team.
• Ensured online and wholesale orders were processed within SLA timelines.
• Managed warehouse operations and ensured process adherence.
• Ordered consumables and office supplies.
• Maintained and updated product photography, weights, and pricing.

Achievements:

• Trained and developed agents for increased responsibilities.
• Consistently delivered excellent customer service, meeting KPI targets.
• Streamlined warehouse operations for efficiency.
• Implemented process improvements in warehouse management.

Responsibilities:

• Managed daily operational and commercial activities for the eCommerce channel.
• Led and motivated the customer service team to exceed service expectations.
• Supported business, customer, and consumer initiatives that added value.
• Worked closely with sales operations and supply chain to improve efficiency.
• Delivered a high-performance training program for the direct-to-consumer team.
• Ensured eCommerce agents met SLAs for inbound calls, emails, and chats.
• Maintained high levels of customer service and satisfaction.
• Managed order book integrity to maximize sales and on-time deliveries.
• Analyzed KPIs to improve service standards and financial results.
• Provided accurate daily/weekly reporting to management.

Achievements:

• Successfully trained and developed agents to handle increased responsibilities.
• Maintained high customer service levels, consistently achieving KPIs.
• Implemented and managed an offshore call center in collaboration with key stakeholders.
• Managed an onshore team of 10 and an offshore team of 30.

Responsibilities:

• Provided superior customer service to retail partners in alignment with SLAs.
• Handled inbound phone and email inquiries professionally and efficiently.
• Built and maintained strong relationships with retailers and stakeholders.
• Delivered product knowledge and support for online order processing.

Achievements:

• Consistently met and exceeded KPI targets.
• Strengthened customer loyalty through a proactive service approach.
• Successfully managed order book processes.

Responsibilities:

• Managed appointment scheduling for high-profile athletes and brand ambassadors.
• Processed financial documents and managed daily administrative tasks.
• Maintained professional relationships with internal and external stakeholders.
• Handled incoming calls, mail, and courier services.

Achievements:

• Successfully maintained smooth and efficient front-office operations.

Responsibilities:

• Assisted clients with skincare and makeup application.
• Exceeded sales targets through personalized service.
• Built long-term customer relationships to ensure repeat business.