Carole Lisa Lapilus
Summary
Results-driven professional skilled in customer service leadership, operational management, and project delivery. Effectively resolved complaints while managing diverse teams across European markets. Fluent in French and English, with intermediate Spanish proficiency. Seeking to apply strategic insight and customer-focused problem-solving to enhance organisational performance.
Overview
3
3
Languages
1
1
Certification
8
8
years of professional experience
Work History
Operations Manager
Quartix
06.2025 - Current
- Developing and executing strategic plans that align with corporate objectives
- Directing daily operations across two departments, enhancing process efficiency
- Coordinated strategic plans for administrative services management and optimisation to maximise resource utilisation.
- Implemented key performance indicators to monitor operational performance, resulting in improved service delivery times.
- Oversaw quality control processes, maintaining high standards for all products and services.
- Fostered a culture of continuous improvement by ensuring teams understood and adhered to 15 daily processes and creating 10 standard operating procedures.
- Prioritised customer needs in decision-making processes.
- Advised senior management on facilities needs and delivered ongoing operational support.
Project Manager - 2G/3G Unit Replacement
Quartix
06.2024 - Current
- Led cross-functional project to coordinate full-scale replacement of legacy 2G/3G units across multiple sites, ensuring seamless migration aligned with mobile operator sunset schedules and regulatory guidelines. Reduced the 2G units from 52000 to 14089 in two years.
- Developed comprehensive project plans, outlining scopes, timelines, and resources, facilitating smooth execution.
- Defined project timelines for pre-rollout assessments, ensuring all phases were scheduled effectively.
- Implemented quality control checkpoints at key phases; monitored KPIs for deployment accuracy, downtime minimisation, and escalation resolution.
- Facilitated communication ensuring compliance with operational standards and rollout objectives.
- Coordinated with clients to define project objectives and requirements, ensuring alignment with business goals.
- Served as single point of contact for stakeholders, escalating issues to leadership.
- Cultivated strong relationships with clients, stakeholders, and team members, fostering a culture of trust and cooperation.
- Retained extensive knowledge of customer base through regular market research and direct outreach.
Europe Installations Team Leader
Quartix
01.2022 - 06.2024
- Led a cross-functional team to meet 100+ POs per month, KPI targets consistently.
- Liaise with customers and engineers to schedule installations and resolve delays.
- Managed team attendance, recruitment, underperformance protocols and escalation processes to ensure operational efficiency.
- Reviewed installer invoices and escalated invoicing queries while maintaining strong relationships with installers to facilitate smooth operations.
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Analysed data to identify trends, making informed decisions to optimise team output.
- Sourced vendors and suppliers for business needs and negotiated terms for optimum service delivery.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Represented the business at a national conference, sharing best practices and learning from peers.
Customer Success Specialist
Quartix
11.2019 - 07.2020
- Supported premium accounts (50-100 vehicles), providing retention and system training.
- Facilitated training workshops for customers, enhancing their ability to fully utilise product features.
- Collaborated with the sales team to identify upsell and cross-sell opportunities within the existing customer base.
- Negotiated contract terms and fulfilled customer needs through tailored support and monthly renewal of 25 contracts.
- Acted as escalation point for complaints, managing terminations and invoice deferrals during Covid for French customers in compliance with governmental regulations.
- Maintained accurate records of customer interactions, transactions, and feedback in CRM systems.
- Developed customer satisfaction surveys and analysed results to inform strategic decisions.
- Spearheaded initiatives to collect and leverage customer testimonials and case studies
- Advised business clients on optimal product mix to enhance sales and consumer engagement.
Installations Coordinator
Quartix
08.2018 - 01.2022
- Liaised with clients to gather requirements, set expectations, and deliver updates, fostering strong relationships.
- Captured and maintained installation and customer data in CRM, ensuring data integrity for improved service delivery.
- Managed stock logistics and coordinated with couriers to resolve lost deliveries, minimising disruption to installations.
- Issued invoices and processed payments, assisted with installation testing and support.
- Facilitated interdepartmental communication, streamlining workflow and enhancing collaboration for more efficient project completion.
- Identified and suggested enhancements to streamline processes for improved efficiency. for database and systems efficiency.
- Checked and managed email communications daily to ensure timely responses, prioritising urgent messages to maintain effective communication channels.
- Responded to service and information requests via mail, email, phone, and in-person interactions. for service and information.
Education
Bachelor - Operations Management
Paris 8 University
Paris, France01-2014
Reception Desk Training -
Hostellery & Tourism Secondary School
Guadeloupe01-2008
GCSEs - Hostelry & Tourism
Hostellery & Tourism Secondary School
01-2007
Skills
- Project operations management
- Service Delivery Management
- KPI tracking
- Performance monitoring
- Quality assurance
- Operational efficiency
- Change control
- Risk management
- Forecasting
- Cut-over planning
- Deployment management
- Logistical coordination
- Vendor coordination
- Data analysis
- Analytical
- Process improvement
- Lean thinking
- Issue Resolution Strategies
- Escalation management
- Customer-centric approach
- Customer Loyalty Strategies
- Cross-department collaboration
- Stakeholder engagement
- Team leadership
- Team leadership development
- Coaching
- Performance management
- Delegation
- Conflict resolution
- Communication skills
- Active listening
- Attention to detail
- Strategic thinking
- Problem-solving
- Planning
- Prioritisation
- Adaptability
- Cross-functional Collaboration
- Critical thinking
- Excel
- CRM tools
- Salesforce
- ERP systems proficiency
- Product Lifecycle Management
- Prioritisation
- Adaptability
- Cross-functional Collaboration
- Critical thinking
- Product Lifecycle Management
Languages
French
English
Spanish
Custom
- Travel
- Cinema
- Personal development
Certification
- Team performance management & coaching
- Management training for new team leaders
- Complaint handling and escalation protocols
Timeline
Operations Manager
Quartix
06.2025 - Current
Project Manager - 2G/3G Unit Replacement
Quartix
06.2024 - Current
Europe Installations Team Leader
Quartix
01.2022 - 06.2024
Customer Success Specialist
Quartix
11.2019 - 07.2020
Installations Coordinator
Quartix
08.2018 - 01.2022
Bachelor - Operations Management
Paris 8 University
Reception Desk Training -
Hostellery & Tourism Secondary School
GCSEs - Hostelry & Tourism
Hostellery & Tourism Secondary School