Julien Rodriguez

Fixed-term Contract - Maternity Leave

• Led a team of 6 members, cultivating open communication culture through regular one-to-one and team meetings to address concerns and provide feedback
• Implemented robust training programs and established new SLAs and KPIs with detailed reporting to measure and enhance performance
• Developed personalized skill development plans, resulting in heightened motivation and overall team effectiveness
• Developed and launched a case management system for UK and EU markets, improving issue tracking, resolution efficiency, and identifying key areas for service enhancements
• Designed and implemented a premium 'white-glove' service for high-value members, offering personalized recommendations and priority support, leading to increased member engagement and revenue growth
• Managed key logistics and service partnerships, working closely with internal and outsourced warehouses to streamline order fulfillment, improve delivery times, and enhance courier performance in the UK and EU markets

Reason for leaving: Redundancy

• Oversaw all customer operations, including complaints, technical support, activations, billing, and telesales, ensuring seamless customer experiences and issue resolution
• Spearheaded the design, implementation, and continuous refinement of innovative processes, optimizing the entire customer journey from point of sale to post-activation, maximizing customer satisfaction and retention
• Examples: additional products activation, refer-a-friend scheme, debt collection and payment plans
• Managed the performance of a key outsourced partnership, managing both frontline customer service and telesales activities, and directing a total of 16 team members
• Developed and executed robust training programs, established clear objectives and targets, and introduced performance incentives
• Conducted weekly and monthly performance reviews to ensure consistent achievement of goals and high service standards

• Managed a key account generating £1.5 million in annual revenue, acting as the primary contact to build and maintain relationships, ensure high service standards, and implement new business initiatives
• Acted as the first escalation point for critical issues, conducting quality investigations and implementing long-term corrective actions to enhance service reliability
• Led a cross-functional team of five, providing mentorship, setting clear objectives, and optimizing daily operations to align with client expectations
• Collaborated with global operational teams to ensure SLAs and turnaround times were met, optimizing service performance and contractual commitments

• Managed a portfolio of 100 to 120 clients per quarter, negotiating new contracts and renewals to ensure client retention and maximize revenue
• Acted as the primary point of contact for Adobe Sign's UK and French clientele, effectively communicating the benefits of new VIP contracts and addressing client inquiries with detailed and tailored responses

• Successfully managed a nationwide vehicle reselling project from inception to completion, including strategic planning, time management, and implementation across 46 branches, optimizing efficiency and maximizing profits
• Developed and established clear KPIs to measure project success and conducted targeted training sessions to support branches performance, ensuring data-driven improvements and achieving project goals
• Created comprehensive training materials and actionable reports to facilitate ongoing performance enhancements and swift adjustments based on data insights
• Apprenticeship

• Developed and animated a robust client portfolio through proactive prospecting and successful conversion of leads provided by the marketing department, consistently meeting or exceeding sales targets
• Expertly managed government tenders by crafting comprehensive sales and technical proposals, ensuring a competitive edge and maximizing success rates in the bidding process
• Apprenticeship