Summary
Overview
Work history
Education
Skills
Hobbies and Interests
Timeline
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Luisa Serna

London

Summary

  • Production graduate 2:1
  • Excellent customer service skills including bespoke service to a specific clientele.
  • Understading of KPIs and customer relationship management.
  • Attentive to detail ensuring every aspect of a project is beyond the set standard.
  • Knowledge of systems such as; Bizagi, SVC, SAP and Tourplan.

Overview

8
8
years of professional experience

Work history

Operations team leader

Harrods
London
08.2023 - 05.2025
  • Led the daily operations team and supported all areas of the Aftercare department, including managing shared inboxes, training new starters, and ensuring SLAs were consistently met.
  • Acted as the first point of contact for client escalations, resolving issues efficiently and escalating when necessary.
  • Created the department’s SOPs to support onboarding new team members and maintain consistency across all Aftercare processes.
  • Played a key role in the ongoing setup of the largest Rolex-certified workshop outside of Rolex, contributing to process development and documentation.
  • Maintained accurate client and brand records across Bizagi, SVC, and SAP systems. Covering inbound and outbound estimates and service updates.
  • Performed final quality control checks on serviced timepieces, managed invoicing, and processed brand partner payments.


Operations Executive

WebBeds
11.2022 - 08.2023
  • Checked and maintained financial accuracy for each group booking in Tourplan, identifying profit and loss clearly for internal tracking and reporting.
  • Managed a portfolio of up to 50 groups simultaneously, creating detailed daily service lines and ensuring smooth tour operations.
  • Acted as the main point of contact for assigned groups, working closely with clients to handle all queries, updates, and specific tour requirements.
  • Successfully delivered profitable and seamless group operations.
  • Collaborated regularly with Key Accounts, Sales, and Product teams to grow business opportunities.
  • Logged all sent and received invoices. Ensuring invoices were sent to the Accounts team.

Sales Associate

Kate Spade
LONDON
01.2018 - 01.2022
  • Achieve daily personal sales targets and KPIs, alongside supporting the store to achieve store targets. Receiving the store's highest monthly bonus.
  • Tailoring services and selecting appropriate products to meet the needs and expectations of VIP clientele.
  • The First point of communication via telephone, email, or in person for customer complaints and queries, ensuring all inquiries are logged in the system. Creating effective solutions.
  • Manage the online ordering and reservation system, ensuring all orders are processed for collection within the advertised timescale.
  • Creating weekly sales reports via email to head office.

Accounts Assistant

COINSER LTD
01.2017 - 12.2018
  • Creating and tracking invoices for several clients and suppliers.
  • Purchasing stock for daily operations.
  • Assisting in providing financial administration support.

Education

BA Hons - Production

British Institute of Modern Music

BTEC - Music Production

BCE

GCSE - Grades A-C Including English: A Maths: B

Parliament Hill

Skills

  • Native English, Fluent in Spanish
  • Proficient in Microsoft Office
  • Teamwork and Problem Solving
  • Great attention to detail
  • SAP software utilisation

Hobbies and Interests

  • World affairs, travel, continuous learning, and exploring different cultures.
  • In my spare time, I teach music to children.

Timeline

Operations team leader

Harrods
08.2023 - 05.2025

Operations Executive

WebBeds
11.2022 - 08.2023

Sales Associate

Kate Spade
01.2018 - 01.2022

Accounts Assistant

COINSER LTD
01.2017 - 12.2018

BA Hons - Production

British Institute of Modern Music

BTEC - Music Production

BCE

GCSE - Grades A-C Including English: A Maths: B

Parliament Hill

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Luisa Serna