Customer Service Project Manager

Resume Zeina Gharzouzi Document Transcript

** ******** ********* ******* * Objective To work in an environment in sales or advertising that would allow me to continue to surpass objectives and where I can also have fun using my experience in negotiation, marketing and communications. My knowledge in these fields, as well as other related fields like sociology, psychology and consumer behavior will enable me to offer a better support for the success of any business. Zeina Gharzouzi (438) 392- 1991 Strengths Passionate for communications with a capacity for persuasion, trilingual (French, English and Arabic), creative and strategic. Effective at building healthy internal/external relationships to support client and organizational goals. Viewed by clients as an individual with integrity and who is worthy of their trust. Strong computer skills, as well as a great sense of initiative and managing multiple files with ease. I work well with tight deadlines. Autonomous and a decision- maker, I really enjoy teamwork and am perceived as a motivator. I like to combine all kinds of disciplines to find new ideas and solutions that are outside of the box. Accomplishments in Specialty Leasing and Partnerships 2010 Surpassed the Specialty Leasing and Partnerships budgeted revenues: - For Rockland Centre: 37% - For Bayshore Shopping Centre: 14% - Galeries de Hull: 25% - For Rockland Centre; surpassing the year- to- date Specialty Leasing budget by 2009 34% and the Local Partnerships budget by 860%. - Was able to lease all 4 new exterior billboards on the Rockland Centre parking deck billboards, all year long during a year where the billboard market has suffered, in some cases, losses of revenues of over 50%. - For Rockland Centre, surpassed the budgeted revenues in Partnerships by 99% 2008 - Built and presented the customer service and merchandising training to retailers. - For Montreal Eaton Centre, surpassed the budgeted revenues by 25% 2007 - For Place Montreal Trust, surpassed the budgeted revenues by 4% - Recovered all delinquencies within 6 months of arrival in the new job. 2006 - Restructured the financial situation of tenants in difficulty. - Increased by 35% the number of tenants that leased on a yearly basis. - Surpassed the revenues forecast by 6% for the Montreal Eaton Centre. - Surpassed the budgeted revenues by 16% for Place Montreal Trust. Experience 2006 - 2011, Manager, Specialty Leasing and Partnerships Ivanhoe Cambridge Inc. Job description for ROCKLAND CENTRE, BAYSHORE SHOPPING MALL, GALERIES DE HULL, MONTREAL EATON CENTRE, PLACE MONTREAL TRUST AND CENTROPOLIS: Increase the Specialty Leasing and Partnerships revenue budget for various shopping malls. Tasks : Created and developed local- based partnerships and alternative marketing opportunities. The objective of the partnerships are to enhance the shopping experience of consumers through out- of- the- box branding opportunities and events that are in sync with the mall positioning such as: product launches, experiential kiosks, signage, sampling, exhibits and representation Negotiating contracts and ensuring contract compliance throughout the term. Equal emphasis is placed on both the revenue and the quality of the products and presentation within the centres. Research of trends for both retail uses and merchandising techniques; coordination of displays (setups and takedowns), monitoring of displays. 2003- 2006, Marketing Coordinator and Marketing Director by interim - Rockland shopping Centre - Ivanhoe Cambridge Inc. In collaboration with the Marketing Director: Created various strategies to communicate the Rockland brand, throughout the 35 millions dollar redevelopment project, during the time of the various interventions with the customers and the retailers. Elaborate various orientations and marketing strategies aiming to reinforce the position of the center in the surrounding market Develop the annual marketing plan and supervise the execution of campaigns with the collaboration of the advertising agency and in charge for the managing the marketing budget. 2001- 2003, Assistant, public relations and marketing - Rockland shopping Centre Westcliff Project manager (fashion shows, catalogues, special events, job fair) Planning and preparing promotional and media events as well as advertising bookings Managing the budget and creating effective working tools Analyzing trends Draft and prepare internal reports and do the media placement 1998- 2001, Customer service representative - Yves Rocher Canada Customer service: place orders, manage complaints and make payments in (French, English and Arabic). Trainer in consumer psychology, product knowledge, new procedures and how to deal with clients from different ethnicities. Education 2005 ICSC John T. Riordan 1992- 1995 C.E.G.E.P. Vanier Marketing II Institute Social science with mathematics 1997- 2000 H. E. C. Montr al Spoken languages: French, English and Arabic. Bachelors of Management (Marketing, Written languages: French and English. International commerce, computers) 1995- 1997 U.Q.A.M. Sciences Juridiques (Law) Passions One of my passions is retail trends in the world, be it a brand new store concept or new and innovative strategies to attract customers or the latest in product design. I thrive on ambiguity, relish in technology and love working in a field where learning never ceases. What gets me excited most of all is mixing different ideas from different fields and coming up with an out of the box idea! Interests: Karate (2nd brown belt), Bikram yoga, movies and psychology. My Facebook fan page: Zeina s Daily inspirations: http://www.facebook.com/home.php#/pages/Zeinas- daily- inspirations/235*********?ref=nf *****.*********@*****.***