Bianca Mihalache
Brussels
Summary
Goal driven, bringing deep understanding of customer needs and customer relations. Great interpersonal skills and communication skills, both written and verbal.
Dedicated to high quality services and experienced with customer services since 14 years.
Eagerness of personal and professional growth, as well as being part of a team. Fluent in English, French, Italian and Romanian, both written and verbal. Intermediate level in Spanish.
Knowledgeable and with strong background in managing client relationships and delivering exceptional service. Successfully improved client retention and satisfaction through tailored solutions and proactive communication. Demonstrated ability to build trust and foster long-term partnerships while utilizing conflict resolution and strategic planning skills.
Overview
9
9
years of professional experience
Work History
Client Relationship Manager
Marken Ltd.
01.2024 - Current
- Improved customer service experience, while creating both engaged and satisfied customers; facilitate organic growth
- Establishing and communicating service metrics; monitoring and analyzing results; implementing changes
- Take ownership of customer issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Analyze statistics and compile accurate reports
- Developed strong rapport with clients through consistent follow-up and attention to detail.
- Facilitated smooth onboarding experiences for new and existing clients, guiding them through new projects setup and procedures.
- Strengthened client relationships by maintaining regular communication and addressing concerns promptly.
- Improved customer satisfaction rates by providing tailored solutions to meet individual client needs.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Collaborated with internal teams to resolve client issues quickly and efficiently.
- Served as primary point-of-contact for questions, escalations or concerns from clients during ongoing projects.
- Managed a portfolio of key accounts, ensuring timely and accurate delivery of services and products.
- Aligned client expectations with internal capabilities by setting clear objectives at the outset of each project or engagement period.
- Control resources and utilize assets to achieve qualitative and quantitative targets.
- Conducted monthly / quarterly business reviews with clients to assess performance, identify opportunities, and set goals for future growth.
- Managed customer relations on ongoing basis to maximize customer retention.
- Maintain an orderly workflow according to priorities.
- Improve customer service quality results by studying, evaluating, and re-designing processes
Customer Service Associate
Marken Ltd.
01.2023 - 01.2024
- Monitored all shipments on a daily basis to ensure that shipments are collected and delivered within agreed time frames.
- Worked with customers, internal & external, on daily basis with the aim of developing an excellent working relationship.
- Ensured that collection requirements are met and that needed personnel was kept informed at all times during the process to ensure visibility.
- Booked and processed booking requests within Marken’s internal database, generating and verifying shipping documentation where applicable.
- Liaised with all relevant departments within the Global and Domestic Marken network to ensure that all customer requirements are met.
- Worked with all Marken offices and Local Service Providers to ensure the logistics transfer is handled efficiently thus meeting desired turnaround times.
- Entered clinical trial sites into Marken’s internal database (where necessary).
- Answered and dealt with general telephone and e-mail requests from external customers and internal offices/agents.
- Prepared, verified and distributed country specific project documentation.
- Filing and archiving where required.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Attended customer meetings and teleconferences, when required.
Consultant / Sales Representative
Van Marcke Inspirations
10.2021 - 12.2022
- Proposed solutions adapted to the needs of the clients
- Designed bathroom projects and established price offers
- Managed client relationships through regular check-ins and updates on project progress.
- Negotiated sales contracts
- Ensured the administrative follow-up of the various files
- Worked closely with dynamic colleagues
- Actively participated in achieving the objectives set
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Beauty Consultant
L'Oreal Luxe
06.2020 - 09.2021
- Recommended appropriate products to meet customers' individual needs
- Stayed up-to-date on current and emerging trends to increase professional value and meet diverse client needs
- Ordered needed materials and equipment from suppliers before inventory was running low
- Kept notes listing preferences and services provided to clients for quick reference
- Finalized purchases and processed payments
- Built and deepened productive and positive customer relationships with high-quality service and focus on gaining loyalty
- Capitalized on upselling opportunities for additional products and services to increase sales numbers
Sales Representative
Sisley Paris
03.2017 - 08.2019
- Fostered relationships with customers to expand customer base and enhance loyalty and retention
- Exceeded sales goals by 35% for 2 consecutive years
- Collaborated with retailers to strengthen product exposure with optimal locations, shelf positions and signage
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service
- Created and implemented store displays, promoting sales and growth
- Monitored customer order process and addressed customer issues
- Leveraged trends in customer marketplaces to shape value-added solutions and approaches
- Improved profitability and developed pipeline leveraging multiple marketing channels and sales strategies
- Met with store managers to discuss product needs, accomplish sales goals and facilitate sales growth
- Improved overall customer purchasing experiences to promote steady revenue
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
Licensed Esthetician
My Bar
02.2016 - 02.2017
- Sold salon-exclusive skin care products and encouraged service upgrades
- Trained new staff on the range of services offered
- Assisted in activities such as staff meetings, promotions and housekeeping duties
- Scheduled patient consultations and treatments using a specific computer generated agenda
- Answered multi-line phone, returned clients calls and scheduled appointments
- Collected patient history to analyze patient-specific needs and determine proper skincare treatments
Education
Digital Coordinator - Digital Marketing
Google
10-2019
Beautycian / Esthetician License - Esthetics, Dermatology
Instituto Juventute
Torino, Italy06-2011
High School Diploma -
Viilor Economics College
Bucharest06-2008
Skills
- Customer relations
- Business growth strategies
- Problem-solving
- Customer service
- Strong communication skills
- Relationship building and management
- Attention to detail
- Digital marketing
- Work Planning and Prioritization
- Detail-orientated
- Client needs assessment
- Salesforce
- Client satisfaction-driven
- Analytical thinking
- Customer relationship management
Languages
French
English
Italian
Romanian
Timeline
Client Relationship Manager
Marken Ltd.
01.2024 - Current
Customer Service Associate
Marken Ltd.
01.2023 - 01.2024
Consultant / Sales Representative
Van Marcke Inspirations
10.2021 - 12.2022
Beauty Consultant
L'Oreal Luxe
06.2020 - 09.2021
Sales Representative
Sisley Paris
03.2017 - 08.2019
Licensed Esthetician
My Bar
02.2016 - 02.2017
Digital Coordinator - Digital Marketing
Google
Beautycian / Esthetician License - Esthetics, Dermatology
Instituto Juventute
High School Diploma -
Viilor Economics College
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