As the E-commerce Sales and Customer Service Manager, I bring 24 years of expertise in the luxury customer service industry, including 14 years at the forefront of Yoox Net-A-Porter Group, a leader in luxury fashion e-commerce. During this time, I cultivated a strong interest in technology, particularly in leveraging data analytics tools. My journey also included an enriching apprenticeship with the Chartered Management Institute (CMI), where I earned a certification in Leadership and Management with distinction. This experience equipped me with advanced skills in navigating complex data landscapes, mastering platforms such as Salesforce reporting, Power BI, and creating insightful dashboards. Beyond my professional achievements, I am an adventurous traveler and a dedicated gym enthusiast. Competencies: Salesforce, Customer Experience Management Platform - Sprinklr, MS Excel, MS Word, Verint Monet Workforce, Adobe Photoshop, JIRA, IBM Management Center for WebSphere Commerce, Digital Operations Platforms, Python,Live Person Contact Email: lucia.petek@icloud.com
Demonstrating leadership ability with setting clear objectives for team leaders, establishing specific and measurable goals. Driving digital sales through commercial action and a continuous focus on global sales team current performance, exploring increased engagement initiatives. Achieving SLA’s through team leaders monitoring real-time workload and supporting actions where required. Developed the company CRM system's effective use by identifying additional sales opportunities, collaborating with the global sales and customer care teams. Inspiring confidence and respect with leading global teams across New York, Hong Kong, London and 3rd parties.