Irisbel De Melo

– Responsible for supporting Key Account Managers in managing and developing customer accounts, ensuring consistent service quality and satisfaction. – Respond to customer queries within agreed timelines, providing accurate information and maintaining strong and effective client relationships. – Act as a link between customers and internal departments such as Production, Stores and Distribution to ensure smooth operations and problem resolution. – Proactively identify service issues, investigate root causes and implement action plans to prevent future occurrences. – Register, monitor and resolve complaints through the internal system, updating Key Account Managers for full visibility during client interactions. – Process new sales contracts, renewals, customer additions, reductions and cancellations in the internal system, keeping all stakeholders informed. – Manage weekly credits, contract updates, stock orders and workwear/mat requests, including visual approval and manual invoicing when required. – Monitor customer debt and overdue balances, taking appropriate action to support resolution, including account suspension when necessary. – Produce monthly reports and assist Key Account Managers with high-value accounts, participating in site visits and stock checks when needed.

- Served as the main point of contact between 50 students and faculty, ensuring clear communication and addressing academic concerns effectively. - Organised and led meetings, facilitating discussions and negotiating solutions to student issues. - Developed strong leadership, communication, and problem-solving skills while balancing academic and representative responsibilities. - Gained experience in conflict resolution by mediating student concerns and collaborating with faculty to implement improvements. - Strengthened public speaking and presentation skills by addressing large groups and participating in academic discussions. - Worked in a team-oriented environment, fostering collaboration and ensuring a positive student experience.

- Provided business and technical support to a field team of consultants and multiple pharmaceutical clients, including Hypera, Bayer, Sanofi, and Medley. - Mapped and analysed business and operational processes, identifying opportunities for improvement and system optimisation. - Conducted sales analysis and generated reports in Excel, offering insights to enhance client decision-making. - Managed data updates and discount configurations on clients' sales platforms, ensuring accuracy and compliance. - Assisted in the use of CRM and provided troubleshooting support. - Facilitated communication between clients, the telesales team, and field support, ensuring smooth operations. - Managed an average of 50+ service requests per month, ensuring efficient resolution and SLA compliance. - Delivered training sessions to employees and clients, increasing CRM adoption and efficiency by approximately 30%. - Investigated reported errors, replicated issues, and coordinated with internal teams for problem resolution. - Supervised claims analysts, ensuring smooth workflows and addressing process gaps.

- Led a team to improve customer service efficiency, ensuring clear communication between departments. - Analysed Key Performance Indicators (KPIs) to identify trends and enhance team performance. - Managed high call volumes with accuracy and efficiency, maintaining excellent customer service standards. - Resolved complex customer complaints through effective problem-solving and conflict resolution. - Trained junior agents, improving customer satisfaction rates and team productivity. - Designed and implemented employee incentive programs, boosting retention and motivation.

This degree provided a strong foundation in marketing strategy, consumer behavior, digital marketing, and business analysis. I developed key skills in market research, CRM, strategic planning, and data analysis, applying frameworks like SWOT, PESTLE, Porter’s Strategies, and (P)RACE Model. Through hands-on projects, I worked on market expansion strategies, digital campaigns, and business model analysis for brands like CelticVAPE, Sculpted by Aimee, HEATOPICA, and Avoca. My Final Project focused on the impact of micro-influencers on brand authenticity in the beauty industry, and I was invited to present it at the Independent College Research Day. This programme strengthened my ability to analyze market trends, develop strategic solutions, and communicate insights effectively, preparing me for a career in marketing and business strategy.

This programme focused on market-driven strategies, brand positioning, and digital marketing, providing a strong foundation in business planning, consumer engagement, and 360° communication (online and offline). Through a hands-on approach, I participated in marketing case studies, business simulations, and strategic planning projects, including the Marketing Experience event, Marketing and Business Fair, and MARKETHON, a marketing marathon solving real business challenges. The curriculum also covered market research, distribution strategies, content marketing, and competitive analysis. This degree strengthened my ability to identify market opportunities, develop brand strategies, and execute effective marketing campaigns, preparing me to work across various industries, including retail, services, and the non-profit sector.