Marina H.

Account manager responsible for building and maintaining a professional relationship with customers in the diamond, jewellery, watches, luxury and high value cargo industries - both domestic and international customers in the logistics operation and high-value freight transportation at Brink´s Global Services (BGS), global leader in the transportation of valuables worldwide. •    Respond to incoming communications from internal and external customers and where necessary resolve and escalate issues as needed. •    Responsible for establishing and maintaining a good relationship with customers, monitoring sales and operation. •    Provide information and quote prices for all services. •    Respond to inquiries regarding status of shipments in transit; follow through on. •    Handle additional administrative responsibilities, reports and/or projects that involve Customer Support at management discretion. •    Research customer claims ensuring the highest level of customer service on every single transaction. •    Research the luxury market and do competitive analysis to provide the highest standard service.

• Specialist in import and export of diamonds and jewellery. Reaching out to specialized shipping companies, getting quotations, making sure that the diamonds are safely packed and insured to be sent worldwide. • Providing strong international relations with Clients and Suppliers located in the United Kingdom, Israel, Belgium and the USA. • Account and Customer relationship management - improving customer satisfaction by providing excellent service creating a loyal and strong relationship between customer and supplier. • Office management - making sure that the office works smoothly by supporting the director in all office needs, from providing all office supplies to booking trips and managing the colleagues agendas.

• Responsible for providing personal executive assistance to the Company Director and the two Managers. • Accountable for carrying out a number of office and administrative duties, which include; maintaining and organising office operations, controlling all correspondence, designing an efficient filing system, booking meeting and appointments, managing diaries for the senior managers, and liaising with clients. • Responsible for fulfilling all bookkeeping duties by handling; all invoices, completing quarterly VAT filing, liaising closely with the company Accountant, updating financial information onto the Sage Accounts system, making and receiving payments, creating a wide range financial reports for senior management to verify. • Inputting information to Sage Accounts from source documents and invoices to customers, cash receipts and supplier invoices, and handling insurance documentation. • Closely liaising with Legal teams in instances of non-paying clients. • Acting as the main point of contact and interface between the team’s stakeholders and ensuring hospitality and organisation of room bookings as required.
 • Delivering the highest level of customer service at all times and ensuring all of their needs are met. • Displaying diamond specialist attributes by grading, identifying the quality and costing of all diamond. • Responsible for managing, overseeing stock control of diamond items worth up to £5m. • Working closely with the jewellery production team in the making of wedding and engagement rings and maintaining the highest level of quality control. • Maintaining a high level of customer discretion and privacy at all times. • Providing strong international relations with Clients and Suppliers located in Israel, Belgium and the USA.

• Initially began as a Sales Assistant responsible for selling jewellery such as wedding and engagement rings. • Due to high performance, was successfully promoted to Assistant Manager. • As Assistant Manager, was responsible for leading and directing 6 staff members. • Developed a deeper knowledge, expertise and understanding of high-end jewellery and diamond items. 
 • Carried out recruiting, training, supervising and appraising all staff members. • Responsible for reporting directly to the Company Owner, and feedback daily sales reports. • Developed effective strategies to improve customer services and sales performance. 
 • Maintained inventory by implementing purchasing and staying in close contact with Suppliers. 
 • Managed stock levels and made key business decisions about stock worth between £3m-£4m. • Responsible for designing and implementing visual merchandising window displays to attract new business. • Maintained key working relationships with Workshops to achieve the highest standards, and key relations with Suppliers to get the best deals. • Designated as the main key holder for the store and for the safe.

• Advertised spare bedrooms using online advertising strategies. • Liaised closely with customers wanting to view the rooms and become prospective tenants. • Collecting initial rent fees, arranging contractual agreements and issuing keys to rooms. • Managed 3 handymen, 1 cleaner and reported directly Company Owner. • Working in line with council regulations, fire health and safety legislation. • Handled and solved a number of tenant issues and complaints swiftly.

Exploring strategies for leading in a changing world where adaptive pressures will continue to challenge all of us. Discovering new ways to approach complex organizational systems and take thoughtful action on the work we all face ahead. Most importantly, reflecting on how to move forward on the leadership challenges we care about most.

Communication and Sales Skills