Mariana Mariana

- Achieved client satisfaction turnaround, increasing boutique’s Medallia aftersales score from 32% to 83% through targeted feedback loops and practical training interventions - Lead all aftersales operations for the boutique, including client communications, quality control on repairs, and coordination with workshops to ensure a seamless, high-touch client journey. - Personally oversee and resolve all client complaint escalations, maintaining brand integrity and turning service recoveries into loyalty-building moments - Create clear, accessible training materials and reference guides (e.g. how-to documents, pricing lists, process manuals) in both digital and physical formats for daily team use - Deliver ongoing coaching to the team on service excellence, expectations management, company procedures and best practices, adapting training to both new joiners and experienced staff. - Design and facilitate weekly briefs and training materials and activities such as quizzes to embed best practices, share insights, and elevate team engagement - Manage all repairs and spare parts inventory with full ownership of stock integrity — achieving and maintaining zero loss across all aftersales SKUs - Ensure full compliance with all client service and operational procedures; conduct regular audits and lead the boutique’s readiness for internal reviews - Use SAP and Salesforce daily to manage repair workflows, document client interactions, and maintain data accuracy across systems

- Placed and monitored bespoke ring setting orders, ensuring alignment with client specifications and production timelines - Prioritised and resolved post-sale client inquiries and escalations, delivering efficient, thoughtful service under pressure - Evaluated jewellery for repairs, provided clients with clear cost and scope breakdowns, and carried out final quality control - Sourced diamonds and gemstones tailored to clients' budgets and preferences, balancing aesthetic and technical considerations - Introduced a repair tracking system that streamlined communication and improved turnaround visibility - Collaborated closely with in-house designers and production teams to meet bespoke requests and deadlines - Prepared valuation reports and managed gemstone sourcing in coordination with production planning

- Consistently achieved and exceeded sales targets through tailored recommendations and attentive service - Delivered a warm, high-touch client experience, building lasting relationships rooted in trust and discretion - Provided responsive aftersales support, resolving inquiries quickly and professionally to maintain service standards - Collected and maintained key client data to personalise interactions and foster long-term loyalty - Handled confidential client information with care and professionalism, including high-profile and VIP clients - Supported store events and influencer visits, managing logistics and communication to ensure a seamless experience

Implement systems and procedures to increase sales. Compile and analyse data to determine approaches to improve sales and performance. Oversee the activity of Client Managers, Quality Engineers, and Account Executives. - Assist Sales Department with identifying potential new clients and with reaching out to them. - Ensure compliance with equipment delivery, installment, and prompt after sales service. - Develop price analysiss, and create technical and commercial proposals. Determine merchandise price schedules and discount rates. - Place purchase orders and create invoices. - Generate and analyse monthly and quarterly sales reports. - Train in sales pitch and negotiations by shadowing the Managing Director. Lead conference calls with the team to review projects' status, establish goals, and assign action plans. Make travel arrangements for clients factory visits, including flights, lodging, and visas. - Facilitate office operations through maintenance of supplies and arrangement for repairs and refurbishments when needed.

- Represent the quality assurance, quality control, and corporate social responsibility interests of overseas clients in Chinese factories on their behalf. Liaise between clients and Chinese suppliers, ensuring compliance with established timelines, prices, and quality levels. - Arrange and assist with product inspections, and asses AQL Pass/Fail results subject to client provided parameters. - Create detailed and comprehensible inspection reports for clients. Work extensively with clients to ensure audit results are understood and appropriate next steps are taken. - Develop materials related to product inspections such as checklists and acceptable quality standards. - Provide product specific sourcing of suppliers and assess supplier's capabilities through factory visits.