Jason Lefevre
Gent,Belgium
Summary
Customer Service & Operations Specialist with expertise in Microsoft 365, SAP CRM, Fintech platforms, and OMS. Experienced in managing customer accounts, processing payments and e-gift cards, and handling administrative tasks while identifying opportunities to improve workflows and enhance the customer experience. Skilled at resolving complex disputes, coordinating orders and deliveries, and collaborating across teams to drive efficient, customer-focused solutions. Recognised for strong communication, problem-solving, and a proactive approach that consistently delivers high satisfaction and operational excellence.
Overview
14
14
years of professional experience
Work history
EMEA Customer Care Expert - Netherlands
Dr. Martens - Airwair International Ltd
Remote
2023.12 - 2026.04
- Deescalated tense situations for improved customer relationships.
- Managed high-volume customer inquiries in a professional manner.
- Fostered trust and loyalty through honest communication with customers.
- Established rapport with customers to encourage repeat business.
- Navigated multiple software systems proficiently, enhancing task completion speed.
- Enhanced customer satisfaction by addressing and resolving complaints swiftly.
- Maintained detailed records of all interactions, comments, complaints, and actions taken for future reference.
- Promoted cross-departmental collaboration for improved service delivery.
- Improved operational efficiency by streamlining customer care processes.
- Handled sensitive information confidentially to protect customer privacy rights.
- Offered current, accurate advice on optional solutions for concerns.
Assistant Store Manager
Dr. Martens - Airwair International Ltd
Gent
2018.01 - 2023.12
- Assisted in recruitment process to build a high-performing retail team.
- Enhanced customer service by training store staff on product knowledge and sales techniques.
- Maintained health and safety standards within the store to ensure compliance with company policies and legal requirements.
- Ensured timely stocking of products on shelves to maintain a well-stocked shop floor.
- Resolved customer complaints efficiently, ensured customer satisfaction.
- Completed administrative tasks such as generating reports on sales trends, losses or thefts without delay or errors.
- Collaborated closely with Store Manager to develop marketing strategies that drove footfall into the shop.
- Streamlined inventory management for optimal stock level maintenance by implementing an efficient tracking system.
- Handled employee concerns discreetly; fostered healthy working environment.
Assistant Store Manager
Sacha Shoes
Brussel
2016.11 - 2017.11
- Assisted in recruitment process to build a high-performing retail team.
- Improved store appearance for enhanced shopper experience through regular cleaning and organising of displays.
- Facilitated smooth operation with effective scheduling and task delegation.
- Ensured timely stocking of products on shelves to maintain a well-stocked shop floor.
- Completed administrative tasks such as generating reports on sales trends, losses or thefts without delay or errors.
- Resolved customer complaints efficiently, ensured customer satisfaction.
- Monitored stock levels and ordered popular items to meet customer demand.
- Mentored staff on handling and resolving customer concerns.
- Kept updated inventories for reliable stock management.
- Supported management in recruitment and staff development processes.
- Scheduled staff rotas to meet business demands within budget.
- Handled grievances professionally to maintain staff satisfaction levels.
Sales Associate
Vanden Borre
Brussel
2016.04 - 2016.10
Sales Associate
Sacha Shoes
Brussel
2014.10 - 2016.02
Interior Designer (vakantiejob)
IKEA
Brussel
2013.01 - 2014.01
Onderhoudsman (vakantiejob)
Puratos
Groot Bijgaarden
2012.01 - 2013.01
Visual Merchandiser (vakantiejob)
Belona
Groot Bijgaarden
2012.01 - 2013.01
Education
Certificate of Higher Education - Opleiding Verkoper
EFPME Uccle
Brussels 2014.01 - 1 2016
Étallage en Standenbouw
KTA Jette
Brussels, Brussels Capital 2013.01 - 1 2015
Publiciteit en Étalage
KTA Jette
Brussels, Brussels Capital 2011.01 - 1 2013
Voeding en Verzorging
KTA Jette
2010.01 - 1 2011
Algemeen Secundair Onderwijs
KTA Jette
2009.01 - 1 2010
Skills
- Computer : Word, Excel, Microsoft Dynamics, Microsoft MPOS, Adobe Illustrator, Adobe Photoshop, D365, Store Force, Power Bi, Google, Drive
- Client confidentiality understanding
- Fluency in multiple languages
- E-Commerce experience
- Ticketing system operation
- Social media platform usage
- Knowledge of CRM software
- Product knowledge mastery
- Order processing
- Account administration
- Composure under pressure
- Complaint resolution
- Customer needs analysis
- Salesforce CRM
- Customer follow-ups
- Multi-channel engagement
- Dispute Resolution
- Office 365 usage
- Customer account management
- Delivery coordination
- Filing systems knowledge
Talenkennis
Dutch
Fluent
French
Native
English
Fluent
Timeline
EMEA Customer Care Expert - Netherlands
Dr. Martens - Airwair International Ltd
2023.12 - 2026.04
Assistant Store Manager
Dr. Martens - Airwair International Ltd
2018.01 - 2023.12
Assistant Store Manager
Sacha Shoes
2016.11 - 2017.11
Sales Associate
Vanden Borre
2016.04 - 2016.10
Sales Associate
Sacha Shoes
2014.10 - 2016.02
Certificate of Higher Education - Opleiding Verkoper
EFPME Uccle
2014.01 - 1 2016
Étallage en Standenbouw
KTA Jette
2013.01 - 1 2015
Interior Designer (vakantiejob)
IKEA
2013.01 - 2014.01
Onderhoudsman (vakantiejob)
Puratos
2012.01 - 2013.01
Visual Merchandiser (vakantiejob)
Belona
2012.01 - 2013.01
Publiciteit en Étalage
KTA Jette
2011.01 - 1 2013
Voeding en Verzorging
KTA Jette
2010.01 - 1 2011
Algemeen Secundair Onderwijs
KTA Jette
2009.01 - 1 2010