Université Sorbonne Nouvelle - Paris 3

INSEEC U.

Monash Business School

Operations Manager at Clenergy Australia

Melbourne, Victoria, Australia

- Audit and improve operation systems per area: customer service, marketing, order processing, shipping and handling, overdue invoices/credit limits; develop, implement, enforce and evaluate policies and procedures. Reduced follow up emails by 50% for order processing by implementing  system improvement. • Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality and customer-service standards; resolve problems; complete audits; identify trends.• Suppliers management: establish and review contracts, pricing and service levels of suppliers; manage relationships with key suppliers in Australia.• Serve as escalation point of contact when there are issues related to customer service and shipments of local orders.• Communicate customer issues with the sales account managers and devise ways of improving the customer experience, including resolving problems and complaints.• Work closely with the Finance department regarding the inventory and perform analysis of our inventory and ensure we are utilizing our inventory effectively.• Cost control for service processes: define and follow stringent guidelines to ensure service    budget is minimized.

Clenergy

Operations Manager

- Managed the Australia-wide sales ordering process to ensure 100% accuracy with a high standard of customer service; engaged daily with our logistics department and liaised with customers, engineers and sales managers regarding project requirements; managed warehouse stock in conjunction with operations in Australia and China and conducted stock takes twice yearly: results always matched the database.• Successfully developed and maintained excellent relationships with external stakeholders; the constant communication I have with Clenergy China and Clenergy Australia operations and finance staff led me to develop efficient working relationships with departments in both countries and take the lead to resolve issues.  • Generated reports to help the sales team identify customer performance and opportunities. Organized and conducted service meetings with management according to the format I created to ensure key points are presented and discussed in the most effective way. Meeting frequency changed from monthly instead of weekly.• Managed the inverter claim process with the team in Clenergy China and dealt with escalations reported by the team using experience. Provided clear technical support to end users regarding their solar system; discussed complex technical points with engineering and conveyed recommendations to customers.• Created and implemented processes for inverter stock dispatch and return.

Sales and Service Coordinator

- Dealt efficiently with all customers enquiries (inspection, paperwork or technical issues) by phone or email,• Scheduled and followed up electrical inspections to ensure paperwork is processed in adhered time frame,•	Reviewed, rectified and sent connection forms to relevant retailer/distributor. Invoiced all job packs to Origin according to guidelines while updating databases,•	Sent all invoices and followed up with suppliers payments, liaising with the accounts payable department; gathered all data and issued invoices for solar installers on a weekly basis, ensuring the database was up to date.

AMRS Pty Ltd

Administrative Officer, Origin Solar Project

- Supported in a reactive manner a team of 8 sales persons: created documents for clients presentations, answered prospects and clients enquiries (email and phone), dealt with administrative tasks and reporting,• Liaised with other teams to optimize tools or develop projects (CRM database), updated database and commercial documents,• Assisted in the development of overseas accounts with the salesperson, sent relevant documentation and attended conference calls, meetings and exhibition. • Member of Axa Atout Coeur (company’s charity): participated in food bank volunteering events.

Aurore Pont