Elisha Emmanuel

Event Support

• Assist Business Director and Private Client Director in event planning, coordination and execution.
• Coordinate with Maisons and external agency to ensure smooth execution of MH Private key events and launches, such as tasting sessions and dinners.
• Prepare event communication materials and collateral printings
• Coordinate restaurant reservations and delivery of tasting bottle.
• Support event set-up and POSM deliveries.

Sales & Marketing Support

• Maintain and update A&P budget accurately
• Support sales team in client engagement.
• Process Purchase orders, invoices and follow up on payment - Assist Private Client Director in sales processing and deliveries.
• Assist in market research for competitor pricing, parallel import pricing and market trends.

Clientele Support

• Coordinate with various parties on client seasonal gifting.
• Any other ad hoc request where necessary.
• Developed comprehensive understanding of product offerings in order to effectively communicate benefits to prospective customers.

My role as a Client Experience Manager involves developing and maintaining sustainable relationships with existing customers while leading and motivating a team of Client Experience Associates to ensure a positive customer experience throughout the customer journey through strategic management while leveraging company resources to increase customer loyalty.

• Build and maintain solid relationships with clients enrolled in annual and quarterly membership programs
• Strategically plan and prepare for the next 'client juncture' so as to ensure the swift renewal of their contract with the company
• Increased customer retention rate through proactive outreach efforts, including regular check-ins and follow-up communications.
• Act as the main point of contact between key clients and internal teams/management
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Manage client accounts and contract renewals by tracking and keeping their profiles up to date on the company's CRM platform.
• Communicating and building relationships with clients through monthly, quarterly and annual check-in programs
• Addressing the pain points faced by our clients by bringing them to the attention of our higher management with relevant suggestions and proposals to close the loop with our clients.
• Collect and analyze data to learn more about consumer behavior due to market changes.
• Developed long-lasting client relationships through providing exceptional service and personalized attention.
• Implemented proactive strategies for anticipating and addressing client concerns, resulting in increased loyalty and repeat business.
• Reduced churn rate by identifying at-risk clients early in their lifecycle, implementing targeted interventions to re-engage them effectively.
• Organizing interdepartmental training programmes to familiarize both team members and other departments with my department's current processes and procedures.
• Championed data-driven decision-making by utilizing analytics to identify trends and develop targeted action plans for improvement.
• Collaborated with cross-functional teams to ensure seamless integration of client feedback into product development processes.

• Retention of core contributors to the company's revenue and nurture key relationships with these residents all throughout their client journey with the company
• To be a strategic partner and advisor to new residents and their businesses, discovering new opportunities to work together for mutual benefit
• In charge of communicating resident pain points to relevant departments and ensuring each department meets the needs of its clients and customers
• Managing resident complaints and finding effective solutions to their issues, while maintaining a positive relationship between both parties for future business ventures
• Host various enrichment events on event platforms such as monthly Town Halls for all residents, Academy events, and community breakfast events for newly on-boarded residents, to ensure a culture of collaboration between our client base and get these clients who specialize in fitness and wellness to collaborate with each other to give their specialization a more holistic approach
• Assist the team with new resident care by handling onboarding, offboarding, and contract renewal, including setting up new accounts, account management, and regular check-ins with low contributing and core residents
• Be the daily point of contact for the resident body and solve problems related to the residents proactively and with the support of the other departments (i.e Finance, Business Development, Customer Service and Operations, and Marketing)
• Responsible for relaying residents' feedback to department heads during managerial meetings while coming up with relevant proposals and effective solutions to management that tackle pain points and enhance the resident journey
• Assist with quality assurance by helping to select new residents and conducting regular reviews with existing core residents
• Assist with hosting monthly Town Halls, check-ins, and academy events
• Developed strategic partnerships with local businesses and organizations for mutual benefit and increased community impact.
• Launched new programs tailored to address specific needs within the community, ensuring that resources were allocated optimally for maximum impact.
• Contributed to successful hiring processes by vetting and interviewing applicants.
• Collect success stories and testimonials from existing residents and communicate these testimonials through our various platforms for the purpose of brand marketing
• Foster a collaborative culture within the community of residents through community initiatives such as networking events and cross-referrals
• Update the other departments with weekly account management metrics and weekly KPI's.

• Annotate / articulate product knowledge to potential customers requesting quotes on solar-related products and services (Panels, Inverters, Tesla & LG storage units)
• Analyze customers' energy usage through Market Settlement & Transfer Solutions (MSATS)
• Identify/propose a relevant system that suits the client's energy usage
• Ensure a positive customer experience; build a repertoire with potential customers and build a clientele to ensure client-to-client referral
• Knowledge of software such as Salesforce, CRM, Near Maps, and Citrix
• Closing sales and organizing all necessary administrative arrangements for product installation.

• Online Customer Service representative for retail brands - The Iconic, Dangerfield, Alannah Hill, Gorman, LURVE and Jack London
• Organize and coordinate online shipping for Gorman, Dangerfield, Jack London and Alannah Hill
• Generate shipping with Australia Post
• Generate daily budget reports for Australia (domestic) and New Zealand outlets for daily submission to higher HQ
• Warehouse Administration / Online Logistics management.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through various online platforms.
• Streamlined response times by effectively managing a high volume of customer messages, emails, and chat interactions.
• Maintained up-to-date knowledge of company policies, procedures, and offerings to provide accurate information to employees at all times.
• Managed multiple communication channels simultaneously to maximize productivity while maintaining a high level of accuracy in responses.

• Generate branch daily report and other miscellaneous reports based on peer and management requests.
• Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Registration of walk in clients based on the nature of their enquiry.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Streamlined communication between customers and internal departments for timely issue resolution.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.

• AXA, MSIG & Great Eastern (Client Companies).
• Maintained up-to-date knowledge on relevant policies, procedures, and best practices in case management domain.
• Collaborated closely with external partners such as medical professionals or legal representatives to promote optimal outcomes for clients.
• Improved client outcomes by developing and implementing individualized case management plans.
• Assisted clients in navigating complex healthcare systems to access necessary resources and services.
• Provided crisis intervention services to effectively address urgent situations, preventing escalation or further harm.
• Developed strong rapport with clients by demonstrating empathy, active listening skills, and genuine concern for their wellbeing.
• Propose to accept or reject insurance reimbursement proposals based on established guidelines.