Hi, I’m
Celine Oers
Hove,United Kingdom
Summary
With hands-on experience in sales and customer service, I offer a real-world perspective that enhances my marketing degree. This background equips me with a deep understanding of customer engagement and sales tactics, essential for any marketing role. Eager to apply this knowledge, I am well-suited for graduate marketing positions where I can continue to learn and contribute to success.
Overview
5
years of professional experience
Work History
EF Language Schools Brighton, Brighton, UK
SALES COORDINATOR
2023.03 - Current (1 year & 6 months)
Job overview
- Engaged with potential host families via phone and email to secure commitments.
- Coordinated and scheduled EF interview visits with families.
- Prioritised personal workload effectively to meet sales and productivity targets.
Clinic Center, Izmir, Turkiye
Customer Service Operations Manager
2019.03 - 2023.01 (3 years & 10 months)
Job overview
- Began my career as a Patient Services Coordinator, overseeing the entire customer journey including travel coordination, doctor bookings, aftercare, and upselling, and achieved two promotions within four years to ascend to the role of Customer Service Operations Manager.
- Manage a team of 11 Patient Services Coordinators, ensuring top performance and a positive work environment.
- Represent team interests at the management level and across departments.
- Achieve sales and customer satisfaction KPIs on a monthly and quarterly basis.
- Conduct monthly performance coaching to elevate service standards and establish new goals.
- Facilitate regular training sessions to enhance team skills and knowledge.
- Collaborate with HR for final evaluation in the hiring process after candidates complete tests and assessments.
- Deliver exemplary customer service in Spanish, English, and German, handling VIP cases with efficiency.
- Drive sales growth and revenue by developing and implementing campaigns in partnership with the marketing team.
- Conducted market research to understand the customer base and enhance products.
Webhelp / Pegasus, Izmir
TEAM LEADER
2018.12 - 2019.03 (3 months)
Job overview
- Direct and manage a dynamic team of over 20 personnel.
- Oversee operations for German and English-speaking call center agents at Pegasus Call Center.
- Maintain and exceed monthly and quarterly KPI targets in accordance with Pegasus' standards and service level agreements (SLAs).
- Develop and implement strategic action plans to ensure consistent service levels.
- Act as the final point of evaluation in the HR recruitment process following candidate assessment completion.
- Led shifts and motivated team to drive sales.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Led performance reviews and tailored employee feedback to facilitate professional development.
APPLE CALL CENTER, Izmir, Turkiye
Technical support advisor
2018.06 - 2018.12 (6 months)
Job overview
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Troubleshoot operating systems, hardware and software problems to identify root causes.
- Answered user questions about hardware and software operations to help resolve problems.
- Organised workspaces for employees with computers, monitors and associated cabling or equipment.
- Delivered reliable, high-quality technical support to an average of 25 users daily.
- Got promoted to be a team leader in another project in about 6 months at Apple.
Education
University of Brighton , Brighton, Brighton and Hove
Master of Business Administration from Digital Marketing
01/2023
University Overview
- Continuing education in Digital Marketing pathway.
- General knowledge of Marketing concepts, PESTEL, SWOT, TOWS analysis and readings.
- Specialising in SEO and social media.
- General understanding and knowledge of Wordpress, Mailchimp.
- General understanding of Business Solutions.
Skills
- Inspiring leadership style
- Team motivation techniques
- Excellent verbal and written communication
- Relationship management
- Brand-building strategies
- Internet and e-mail marketing
- Marketing campaign management
- Faultless customer service
- Sales goal attainment
Interests
Running, Tennis, Reading (literature mostly) and Travelling.
Additional Information
References are available on request.
Languages
Spanish
Upper intermediate
German
Upper intermediate
Timeline
SALES COORDINATOR
EF Language Schools Brighton
2023.03 - Current (1 year & 6 months)
Customer Service Operations Manager
Clinic Center
2019.03 - 2023.01 (3 years & 10 months)
TEAM LEADER
Webhelp / Pegasus
2018.12 - 2019.03 (3 months)
Technical support advisor
APPLE CALL CENTER
2018.06 - 2018.12 (6 months)
University of Brighton
Master of Business Administration from Digital Marketing
01/2023
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