CHRISTINE DAVID
Dartford,United Kingdom
Summary
Luxury operations professional with expertise in after-sales management, process transformation, and client experience in the jewellery sector. GIA-certified, with a strong track record in leading cross-functional initiatives and driving operational improvements across EMEA. Proven ability to manage responsibilities and deliver exceptional service in high-performance environments.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work history
Cross-Functional Operations Specialist
Tiffany & Co.
London
2023.07 - 2026.06
- Assumed responsibility for UK Watch & Timepiece servicing operations, improving turnaround performance from 50% to 90% through workflow optimisation and stakeholder management.
- Trusted by senior leadership to assume management-level responsibilities during periods of leadership transition in EMEA flagship store, providing operational oversight, team support, and escalation management resulting in increase in Net Promoter Score by 20% and improving repair charge rates to 95%.
- Developed & launched global servicing guidance documentation adopted across multiple regions, enhancing operational consistency and client communication.
- Led UK participation in global repair transformation project and contributed to development of standardised servicing procedures & SOPs.
- Recognised with “Exceeded Expectations” performance rating, awarded to one individual across global After-Sales organisations.
- Partnered with IT Teams to support successful migration from Cisco to Genesys, driving training, adoption, and operational readiness.
Administration Officer
Charnwood Borough Council
Loughborough, LEC
2022.11 - 2023.06
- Maintaining and inputting data into range of databases/spreadsheets to support service in completion of government statistical returns and to monitor performance.
- Evaluated operational practices to identify improvement opportunities, leading to revisions for systems and procedures.
- Prioritised and resolved workflow issues to strengthen relationships with customers and managers.
- Collaborated with staff to develop customer service improvement initiatives that enhanced team goal achievement.
Repairs Section Manager
Francis & Gaye Jewellers Ltd
2019.03 - 2022.10
- Led all repair operations for busy independent jeweller retailer, overseeing profitability, service delivery, quality control, and client satisfaction.
- Increased section profitability year-on-year while maintaining strong client retention and service standards.
- Implemented operational improvements, boosting service quality and profitability across repair processes.
- Established departmental KPIs and performance measurement frameworks, enhancing operational visibility and identifying growth opportunities.
- Managed repair workflows, supplier relationships, and production schedules to ensure timely completion of bespoke orders and repairs.
- Resolved 100% of client escalations, balancing commercial objectives with exceptional customer outcomes.
- Coached and developed team members through training and performance support, fostering continuous improvement and collaboration.
E-Commerce Sales Assistant
Francis & Gaye Jewellers Ltd
2017.10 - 2019.03
- Fulfilling 50 online orders or more in a timely manner and using e-commerce systems in processing online orders.
- Corresponded with online customers to address questions or complaints about products, policies, or shipping methods and delivered prompt and courteous service.
- Responding to external customers in professional and a timely manner. resolving any issues.
- Implemented and followed proper controls and guidelines to enable maximum e-commerce volume.
- Met or exceeded sales goals and worked as a team player in supporting other sales.
Customer Sales Advisor
Francis & Gaye Jewellers
2016.09 - 2017.10
- Consistently achieved or exceeded company-defined sales quotas resulting in being one of top performers.
- Educated customers on promotional options and sales policies, enhancing understanding of company offerings and boosting sales productivity.
- Resolved product and service concerns, improving customer retention and contributing to sales growth.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Resolved concerns with products or services to help with retention and drive sales.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Converted casual shoppers into customers by leveraging product knowledge and providing tailored solutions to meet their needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Certificate - Diamond Essentials
Gemological Institute of America
2022.12 - 2023.03
Google Project Management Certificate - undefined
Coursera
Operations & Supply Chain, Retail & Customer Experience
Inside LVMH
Creation & Branding, Operations & Supply Chain
Inside LVMH
Bachelor of Science - Accountancy
San Beda University
Philippines, Philippines 2009.05 - 2013.05
High School Diploma - undefined
Pateros Catholic School
Philippines, Philippines 2005.06 - 2009.03
Skills
- Process Improvement & Transformation
- Customer satisfaction
- After-sales operations
- Luxury Operations Excellence
- Cross-Functional Leadership
- Operational Efficiency
- Change & Project Management
- Project management
- Team Leadership & Development
- Client Experience & Service Excellence
- Luxury Jewellery Expertise (GIA)
Timeline
Cross-Functional Operations Specialist
Tiffany & Co.
2023.07 - 2026.06
Certificate - Diamond Essentials
Gemological Institute of America
2022.12 - 2023.03
Administration Officer
Charnwood Borough Council
2022.11 - 2023.06
Repairs Section Manager
Francis & Gaye Jewellers Ltd
2019.03 - 2022.10
E-Commerce Sales Assistant
Francis & Gaye Jewellers Ltd
2017.10 - 2019.03
Customer Sales Advisor
Francis & Gaye Jewellers
2016.09 - 2017.10
Bachelor of Science - Accountancy
San Beda University
2009.05 - 2013.05
High School Diploma - undefined
Pateros Catholic School
2005.06 - 2009.03
Google Project Management Certificate - undefined
Coursera
Operations & Supply Chain, Retail & Customer Experience
Inside LVMH
Creation & Branding, Operations & Supply Chain
Inside LVMH