MARC DALLA LONGA
Summary
Over 10 years of experience in international education, customer relations, and communications.
Driven, passionate and dedicated professional with strong organizational, analytical and leadership skills poised to offer the organization a self-starter with short and long-term success. Motivated leader embracing teamwork with a personal and professional edict that there are no limits and growth is an opportunity for all.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Training Specialist
Hologic, Inc.
10.2024 - Current
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
France Country Lead
Hologic, Inc.
10.2023 - 10.2024
- Team Leader, positive influencer, constructive and KPI driver. First point of contact for country issue escalations.
- Engaging in market specific trainings for team members.
- Monitoring and analyzing customer operations metrics to identify trends, areas of improvement, and making data-driven recommendations
- Managing relationships with the main stakeholders and monitoring service-level agreements.
- Assisting in the development and implementation of customer service policies and procedures.
- Handling escalated customer inquiries or complaints, demonstrating exceptional problem-solving and conflict resolution skills.
- Participating & presenting weekly calls including other internal departments: Warehouse, Logistics, Supply Chain, and other CS markets.
Customer Relations & Operations Coordinator
Hologic, Inc.
01.2021 - 10.2023
- French Market Performances Leader : Identifying plans and resources required to meet project goals and objectives.
- Serving as voice-of-customer (VOC) to advocate and recommend solutions to inquiries, complaints and future business opportunities.
- Resolving customer issues via phone and email in an efficient and timely manner (150+ claims, credits, rebills, and inquiries monthly).
- Leading supply chain movement of goods between multiple sites resulting in lower turn time and increased customer satisfaction.
- Serving as subject-matter expert internally in all diagnostic, surgical and COVID product solutions leading to quick ramp-up of new team members.
Admissions & Sales Coordinator
EF International Language Campuses
07.2019 - 04.2020
- Administered language proficiency testing to assess program eligibility.
- Promoted and sold language & study programs abroad through direct customer contact, database and lead management.
- Marketed and sold over 350 language/study programs resulting in $1.5M in gross sales. Ranked as top 3 sales representatives worldwide in January 2020.
- Spearheaded and led large-scale industry and public events (trade shows, exhibitions, conferences, and info meetings) to build brand awareness and launch new sales strategies.
Bilingual Customer Relations Specialist
SSENSE
10.2016 - 07.2019
- Provided timely support to international clients , reducing wait and response time by 15% within a variety of consumer channels (email, telephony, online, social media).
- Analyzed daily volumes of customer inquiries, product delays/returns and payment histories.
- Maintained centralized product knowledge in fashion and luxury products, providing optimal service and increasing customer satisfaction from 4 to 4.6 (on a 5-point scale).
ESL Educator & Residence Manager
EF International Language Campuses
05.2018 - 09.2018
- Planned and delivered over 1500+ curriculum hours in English lessons to International students (14-18 years); following EF methodology with emphasis on modalities of practical listening, speaking, reading and writing skills.
- Provided over 500 one-on-one conversational English lessons, progress evaluation and ongoing guidance for student course improvement.
- Residence Manager, responsible for the welfare of international students, planning events, arrivals, departures, and schedules. Served as project coordinator with suppliers responsible for student requirements.
Bilingual Customer Relations Representative
PFSweb, Inc.
09.2017 - 05.2018
- Worked for the following key brands in the UK, Australia and France : Heineken, Pandora, Clarins, and Anastasia Beverly-Hills.
- Created effective procedures to manage daily inbound/outbound call volumes for bilingual customers improving their experience and satisfaction.
- Analyzed call center statistics to identify customer trends and proceed with adjustments ensuring Client Service Level expectations are met.
Elementary School English Teacher
Fédération Wallonie-Bruxelles
09.2013 - 06.2016
- Prepared and taught over 50+K comprehensive English curriculum hours to Elementary ESL Learners.
- Created positive educational culture; anticipating/responding to diversity in student's backgrounds, language and identities.
Education
Public Relations And Communication
ESA Graduate Business School
2016
Advanced Diploma in English For Media & Art - English Education
EF International School
2012
Advanced Diploma in English For Media & Art - English Education
EF International School
2012
Erasmus University Program - Spanish Language And Literature
University of Castilla-La Mancha
2008
Skills
- 4 Years Educational Leadership at Primary & Secondary Levels throughout Europe & North America
- 3 Years Private ESL teaching : Primary, Secondary & Post-Secondary levels
- 7 Years Bilingual Customer Relations Experience
- 2 Years Project Management
- 30K Social Media Engagements for Products/Services
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Upper intermediate (B2)
Italian
Elementary (A2)
Additional Information
Personal and professional recommendations available upon request.
https://www.linkedin.com/in/marcmdallalonga
Certification
- University of Cambridge ESOL - Certificate in Advanced English (2012).
- EFCELT University of Cambridge English Level Test - Upper Advanced C2 - Mastery or proficiency (2012).
- Peer Ambassador Leadership certificate awarded by EF Los Angeles (2012).
- Public Relations & Communication Prize awarded by ESA Graduate Business school in association with Belgian Newspaper "L'Avenir" (2014).
Timeline
Training Specialist
Hologic, Inc.
10.2024 - Current
France Country Lead
Hologic, Inc.
10.2023 - 10.2024
Customer Relations & Operations Coordinator
Hologic, Inc.
01.2021 - 10.2023
Admissions & Sales Coordinator
EF International Language Campuses
07.2019 - 04.2020
ESL Educator & Residence Manager
EF International Language Campuses
05.2018 - 09.2018
Bilingual Customer Relations Representative
PFSweb, Inc.
09.2017 - 05.2018
Bilingual Customer Relations Specialist
SSENSE
10.2016 - 07.2019
Elementary School English Teacher
Fédération Wallonie-Bruxelles
09.2013 - 06.2016
Advanced Diploma in English For Media & Art - English Education
EF International School
Advanced Diploma in English For Media & Art - English Education
EF International School
Erasmus University Program - Spanish Language And Literature
University of Castilla-La Mancha
Public Relations And Communication
ESA Graduate Business School
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