Summary
Work History
Education
Skills
Languages
Timeline
Generic
Susan Mallen

Susan Mallen

Nyon,Vaud

Summary

Organised and trustworthy Customer Care Associate with proven track record of providing exceptional customer service. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. A natural facilitator, with a warm personality, Eager to maintain a full-time position that utilizes interpersonal skills, open-mindedness, and the promotion of a positive attitude.

Work History

Customer Care Specialist

Sanofi-Aventis, Suisse
Geneva
06.2020 - 02.2023
  • Handled over 50 emails per day with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Registered and updated accurate customer information on database.
  • Assisted manager in implementing and updating procedures to sustain quality and compliance standards.
  • Communicated with suppliers regarding customer orders to verify availability and timeline of delivery.
  • Established positive relationships with clients by going the extra mile to build rapport.
  • Ensured good coordination between customer service, distribution, logistics, and sales.

Sales Coordinator

Sateri
Nyon
09.2019 - 05.2020
  • Key contact point for customers, export, and finance teams, promptly managing 10+ complex sales orders per day including accurate processing of documentation from intake until receipt of payment.
  • Cultivated strong customer relationships by delivering exceptional customer service.
  • Participated in weekly conference call with sales administration and logistics in China
  • Following up on credit limits and providing information related to annual volume rebates

Regional Packaging Coordinator

JT International Germany GmbH, Japan Tobacco Inc
Trier, Germany
01.2018 - 01.2019
  • Highly skilled, disciplined project coordinator. Managed activities within lifecycle of complex printed packaging projects, processing multiple projects in different stages.
  • Collaborated between Sales & Marketing, Supply Chain, R&D, plus other internal and external suppliers, successfully acting with urgency to meet required deadlines.
  • Understood importance of keeping project pricing down and planning projects in advance
  • Employed active listening and product expertise to successfully resolve inbound queries and maintain customer happiness.

International Customer Service & Sales

Etikett.de/ CCL Label Ltd
Trier, Germany
01.2017 - 01.2018
  • World's biggest manufacturer of self-adhesive labels online.
  • Performed informal and formal needs assessments for individual customers to recommend suitable goods and services.
  • Took over 12 calls per day and escalated complex inquiries to appropriate members of staff, improving customer loyalty and satisfaction.
  • Built rapport with customers by phone, email, and in person by using positive language and actively listening to customer concerns.

Customer Service Associate

Japan Tobacco International SA
Geneva
01.2008 - 01.2016
  • Organised and planned delivery of finished goods to JTI customers globally
  • Built rapport with customers by phone, email, and in person by using positive language and actively listening to concerns.
  • Handled over 20 complex requests per day with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Communicated with suppliers regarding customer orders to verify availability and timeline of delivery.
  • Ensured accurate and timely invoicing within scope of company pricing policy and procedures.
  • Collaborated with JTI's Business Service Centre and Credit Team to identify and resolve payment or credit issues.

Customer Service/ Logistics Coordinator

Sanofi SA/AG, Sanofi Aventis Group
Geneva
01.2002 - 01.2007
  • Organised and managed successful and on-time delivery of consignment stock and direct deliveries to Russia and countries in Adriatic zone.
  • Facilitated a courteous and professional liaison between warehouse teams and intercompany departments.
  • Controlled pricing, commercial conditions, and credit lines. Established invoices and documentation required for pre-payment.
  • Provided professional customer service, offering can-do attitude to all requests.

Customer Service Representative

Stauffer Chemical BV
Geneva
01.2001 - 01.2002
  • Validated multiple sales forecasts from international markets resulting in the creation and release of orders to production.
  • Collaborated with teams to resolve supply-demand conflicts
  • Prepared and submitted required documentation, including documentary credits
  • Rapidly mastered complex supply chain processes and procedures, enabling the successful training of new personnel.

Customer Service Representative

Intertrust Management SA
Geneva
01.1998 - 01.2001
  • Independent and autonomous delivery of personalised and value-added customer service for an international paper trading company.
  • Served as key contact, maintaining strong relationships and ensuring expectations were met or exceeded.
  • Built customer rapport by providing friendly, genuine service.

Administrative Assistant

International Foreign Exchange Corporation SA
01.1996 - 01.1997
  • Ordered office supplies and researched new deals and suppliers.
  • Made travel arrangements and booked accommodation for staff members.
  • Acted as main contact for internal and external clients.
  • Coordinated and facilitated company social outings and lunches, showing up to event venues in advance to make preparations.

English Teacher

Berlitz Language School
01.1994 - 01.1996
  • Engaged with students through conversational language, simplifying curriculum into relevant, understandable information.
  • Recommended effective additional learning resources, aiding continued student confidence and abilities.
  • Adapted diverse teaching methods to boost student focus.

01.1989 - 01.1994
  • Voluntary suspension of professional activity to be with my twin daughters.

Field sales representative

Aberdeen Journals Ltd
Aberdeen, Scotland
01.1986 - 01.1987
  • Publishers of 2 of Scotland's biggest-selling newspapers
  • Exhibited first-class customer service in client-facing interactions.

Telephone Sales Representative

Specialist and Professional Press
Surrey, England
01.1984 - 01.1986
  • Publishers of Amateur Photographer, world's N1 weekly photographic magazine)
  • Successfully generated new business via telephone sales, achieving profit growth targets.
  • Acted as first point of contact for customer issues and queries, answering customer enquiries with excellent customer service skills.

Education

Cambridge Certificate to teach English as a Foreign Language - Teacher

Elcra Bell SA
Geneva
1994

BA - Language & Communication

Open University, United Kingdom
1993

Higher National Diploma (HND) - Communication Studies

College of Commerce
Aberdeen, Scotland
1989

Skills

  • Meticulous, high-quality, professional
  • Customer-focused, quality and performance-driven,
  • Solid analytical and problem-solving skills, with orientation to process improvement
  • Excellent collaborator with intercompany teams
  • Excellent verbal and oral communication/ interpersonal skills
  • Able and driven to understand and manage customer's needs
  • Self-starter with proven ability to learn new and complex skills quickly
  • Excellent telephone and email etiquette
  • Staff motivation
  • Detail-orientated
  • Protecting information
  • Dedicated team player

Languages

English
Native
French
Fluent
German
Beginner (A1)

Timeline

Customer Care Specialist

Sanofi-Aventis, Suisse
06.2020 - 02.2023

Sales Coordinator

Sateri
09.2019 - 05.2020

Regional Packaging Coordinator

JT International Germany GmbH, Japan Tobacco Inc
01.2018 - 01.2019

International Customer Service & Sales

Etikett.de/ CCL Label Ltd
01.2017 - 01.2018

Customer Service Associate

Japan Tobacco International SA
01.2008 - 01.2016

Customer Service/ Logistics Coordinator

Sanofi SA/AG, Sanofi Aventis Group
01.2002 - 01.2007

Customer Service Representative

Stauffer Chemical BV
01.2001 - 01.2002

Customer Service Representative

Intertrust Management SA
01.1998 - 01.2001

Administrative Assistant

International Foreign Exchange Corporation SA
01.1996 - 01.1997

English Teacher

Berlitz Language School
01.1994 - 01.1996

01.1989 - 01.1994

Field sales representative

Aberdeen Journals Ltd
01.1986 - 01.1987

Telephone Sales Representative

Specialist and Professional Press
01.1984 - 01.1986

Cambridge Certificate to teach English as a Foreign Language - Teacher

Elcra Bell SA

BA - Language & Communication

Open University, United Kingdom

Higher National Diploma (HND) - Communication Studies

College of Commerce

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Susan Mallen