Sales Customer Service
Resume:
ANNA HAN GG AJP, MA, BSc
TEL: +1-669-***-**** EMAIL: **********@*****.***
LINKEDIN: https://www.linkedin.com/in/anna-han-ab979894 Customer-centred and quality results focused global luxury brand retail sales and marketing professional Target-driven, I have a strong record of sales success within demanding and fast paced settings. I maximize profitability and customer experience by persuasively creating up-sell opportunities and delivering service excellence. A knowledgeable brand ambassador, I am quick to engage and to foster loyalty and relationships of trust with discerning clientele, drawing on bi-lingual English and Mandarin communication capabilities. Working flexibly, with a hands-on multi- tasking approach, I have proven project and event management skills and am a supportive collaborator in team working. CORE COMPETENCIES
ü Leadership
ü Sales
ü Business / brand development
ü Product marketing
ü Marketing communications
ü High-end retail
ü Luxury designer goods
ü Jewelry / gemology
ü Account management
ü Customer service
ü Relationship management
ü Sales analysis / reporting
PROFESSIONAL EXPERIENCE
Feb 2017 – Current
Attained Gemological Institute of America’s Graduate Gemologist: Applied Jewelry Professional (GG AJP) qualification and attended Stanford University short courses while awaiting permanent residency status (Green Card); secured Dec 2018 Oct 2016 Relocation to USA
Feb 2014 – Sep 2016 Sales & Marketing Manager EastSong Consulting UK, London, UK http://eastsong-consulting.com/
World’s biggest platform for Chinese shopping activities, connecting 1,500+ partner luxury brands in 14 countries with well-spending Chinese travellers via its network of 15,000+ smartphone app enabled tour guide influencers
• Nurtured and managed relationships with head office decision-makers of luxury brands, such as Cartier, Tiffany, Bulgari, De Beers, Bottega Veneta, Christian Dior and Coach
• Managed portfolio of 100+ client accounts; maintained regular communication via meetings and emails
• Reported directly to company CEO
• Drove business growth by proactively developing connections with luxury brands; high success rate in converting prospects into clients via cold-visiting and following up on existing client referrals
• Strengthened client relationships and raised awareness of EastSong product and service offering, helping to boost Chinese buyer sales, and promoted brands among tour guide network by organizing in-store learning events
• Met all sales targets in securing client brand advertising for smartphone app and printed shopping map
• Managed quarterly updating and distribution of shopping map, in consultation with design agency and distributer
• Enabled partner clients to track tour guide initiated sales and update own content on smartphone app by guiding and supporting in use of company’s CRM portal and editing tools
• Built bridges between partner brands and well-spending customers by end-to-end managing planning and delivery of annual tour guide seminar. This included: o Managed venue set up, floor planning and decoration in consultation with brand exhibitors o Developed event agenda in discussion with internal and invited brand speakers o Secured event sponsorship from c. 20 brands and coordinated invitation process for c. 40 luxury brands Feb – Dec 2013 Assistant Sales Manager Johnson Walker Ltd, London, UK Purveyor of modern and fine antique jewelry, established in 1849 and situated in London’s exclusive Burlington Arcade
• Consistently met team sales targets; held daily meetings to motivate, incentivize and recognize individual and team achievement and to share sales insights
• Secured sales by actively fostering new customer relationships and maintaining communication with existing customer base; provided information on items of interest and assisted with placing of orders
• Increased customer satisfaction by offering value-added services, such as diamond appraisal and after sales repairs
• Streamlined paper-based financial and customer relationship management processes through automation
• Informed senior team understanding of business performance by analyzing and reporting on monthly sales figures Anna Han Page 2 of 2
Oct 2012 – Jan 2013 Sales Specialist: Jewelry & Watch Department Louis Vuitton, London, UK Named world's most valuable luxury brand for six consecutive years (2006–2012). Valued at $25.9 billion in 2012
• Awarded ‘best sales person of the day’ out of 50+ sales staff in flagship Bond Street store for 12 consecutive days
• Delivered exceptional customer service; responded immediately to queries and reserved items for purchase
• Strengthened customer relationships by responding quickly when issues arose; ensured satisfactory resolution by presenting customer with number of possible solutions
• Collaborated within close-knit team; helped secure sales by providing Chinese customer translation assistance
• Ensured that stock items were easily accessible and correctly catalogued by maintaining accurate records, performing daily stock take, and implementing full product list Mar – Sep 2012 Brand Ambassador De Beers Diamond Jewellers, London, UK Flagship store on London's Old Bond Street of world’s premier diamond mining and marketing company: De Beers SA. This began as joint retail venture with global leading luxury goods company: Louis Vuitton Moët Hennessy (LVMH)
• Consistently achieved highest levels of customer engagement and satisfaction among distinguished VIP clientele by providing highly personalized service. This included: o Generating 85% customer email response rate, compared to 55% average, by tailoring and personalizing communications to increase relevance and appeal
o Growing in-store viewing numbers by persuasively engaging and nurturing relationships with customers, each day making 10+ calls and sending 20+ sales follow-up emails in English and Mandarin o Promoting customer use of De Beers iPad app; advising on its use to select rings and other items
• Generated £75k monthly sales (Jul – Aug), double personal target, to secure top sales ranking
• Ensured smooth progression of special orders by taking ownership; sourced and secured required stones in liaison with clients, internal departments and other stores Jun 2009 – May 2010 Internet Marketing Specialist Elite Biotechnologies Taipei, Taiwan Leading Taiwanese skincare and beauty product brand
• Drove 20% online sales increase by redesigning online advertising to promote and market product collections, with focus on key seasonal pieces, rather than single items
• Ensured market competiveness by enabling evidence-based strategic marketing decision-making through research and analysis of comparative selling points of competitor products and advertising
• Streamlined customer order management, reducing order processing and delivery times through increased automation; managed customer expectations through daily communication to apprise of order progress EDUCATION, PROFESSIONAL QUALIFICATIONS & TRAINING
Jan – Mar 2019 How to Stand Out in Knowledge-Based Businesses Stanford Professional Services Marketing Jan – Mar 2018 Hands-on Introduction to Project Management Stanford Project Management Apr – Jun 2017 Continuous Innovation Stanford Project Management Feb 2017– Feb 2019 Graduate Gemologist: Applied Jewelry Professional (GG AJP) Gemological Institute of America Sep 2010 – Dec 2011 MA: Fashion Management & Entrepreneurship Northumbria University, London, UK Sep 2005 – Jul 2009 BSc: IT Management Tamkang University, Taipei, Taiwan
• Won regional first prize in Microsoft Image Cup for design and promotion of location-based smartphone app 2012 & 2013 Customer Service In-house training Louis Vuitton / De Beers ADDITIONAL INFORMATION
PROFESSIONAL MEMBERSHIPS
Gemological Institute of America (GIA)
LANGUAGES
Full written / spoken fluency in English and Mandarin Chinese Enhancing English capability via advanced conversation classes
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