Customer Service Manager
Resume:
Noelle Gross
** ******** ***., ********, **, ****2 ? Cell: 857-***-**** ?
**********@****.*** ? www.noellegross.com
Summary
Client oriented individual with 5 years experience in international
communications, services and global operations within the education
industry. Superb creative, analytical and organizational skills with
proven results in improved customer satisfaction, program design and
increased efficiency. Extremely effective in dynamic, entrepreneurial
organizations and multicultural settings.
Education
Master of Business Administration (MBA), August 2010
HULT INTERNATIONAL BUSINESS SCHOOL, London, UK and Boston, USA
. Concentration: Solutions Marketing (Metrics Design), Entrepreneurial
Process Design, International Negotiations
. Management Consulting Project: NATURA, leading Brazilian cosmetics
manufacturer and marketer.
Bachelor of Arts in Communications, May 2004
FRANCISCAN UNIVERSITY OF STEUBENVILLE, Steubenville, OH,USA
Professional Experience
Catherine Malandrino, NYC, NY 09/2010-Present
Intern, Domestic Sales
. Assist with showroom operations, market appointments and PR events.
EF EDUCATION, Cambridge, MA 2005-2009
Multinational private company employing over 29,000 people in 50 countries
worldwide. EF operates a group of 15 subsidiaries and non-profit
organizations centered on language learning, educational travel, cultural
exchange and academic programs.
Student Services Manager, Hult International Business School (2008-2009)
Division of EF Education. Academic institution specializing in
international business programs with over 200 employees worldwide.
Locations in Boston, Shanghai, Dubai, London and San Francisco.
. Managed department operations and provided service to more than 130
international MBA students on a daily basis.
. Planned, delivered and improved key programs leading to a 15% increase
in student satisfaction.
. Internal consultant for program launches and service operations in
Dubai, Shanghai and London, advising on strategy design and
implementation in order to maintain corporate culture and policy
across diverse regions.
. Managed copywriting for global department print/online projects to
enhance brand communications and design. Execution of all projects
within deadline, budget and strong attention to detail throughout.
. Head of PR, relationship management and fundraising for charity
outreach efforts in order to raise brand profile in local community.
Led and motivated team of students and administration in annual school
fundraiser resulting in 40% increase in funds raised over a 2 year
period and strengthened relationship between charity president and
Hult Sr. Managers.
Student Affairs Coordinator, Hult International Business School (2007-2008)
. Developed, marketed and managed all student events including annual
orientation for 130 students and graduation with 500 guests in
attendance and within a budget of $40,000. Lead negotiations with
vendors.
. Primary contact for all student-related needs requiring the ability to
communicate with over 35 nationalities and deal appropriately with
sensitive issues, considering cultural and language barriers.
. Managed immigration matters as Government-Designated SEVIS Officer,
ensuring 100% compliance.
. Streamlined communications between stakeholders through creation and
distribution of weekly e-newsletter.
Regional/Special Projects Manager, Cultural Care Au Pair (2005 - 2007)
Division of EF Education. US government-designated program that provides
intercultural childcare for American families and promotes cultural
exchange. Offices in 35 countries worldwide.
. Managed 20 Regional Coordinators and 200 volunteer host families and
au pairs throughout a 4 state region. Accountable for all staff and
client communications in fast paced, highly sensitive environment.
. Marketed au pair candidates, identifying client needs and promoting
best-fit au pairs (100% placement success rate).
. Worked directly with the President and VP to manage any projects
relating to confidential operational issues.
. Selected to develop and launch niche program by identifying suitable
candidates and balancing sales approach in compliance with government
legislation.
. Provided superior customer service in problem resolution managing
communications effectively in escalated cases.
. Verified monthly payroll and expense reports for field staff to
ensure accuracy in compensation.
Affiliations and Skills
Languages Spanish (basic) and Italian (basic)
Technologies PC, MS Office, Work, Excel, Power Point, SEVIS, Basic HTML
coding
Affiliations TEFL Certified Instructor, ASW, Internations, Hult
International Women's Association (President and Founder, London
Chapter), Hult Yearbook Committee (Creative and Communications
Head), Luxury Society, Luxury & Lifestyle Professionals Network
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