Amy Lace
Miami Beach,FL
Summary
Results-driven professional with expertise in client relationship building and customer communication, significantly enhancing digital tool adoption at SMS Travel Inc. Notable achievements include spearheading marketing strategies that boosted enrollment in Carrier Ethernet Academy’s training programs. A strong work ethic combined with technical knowledge fosters tangible business growth and elevates customer satisfaction.
Overview
9
9
years of professional experience
Work History
Client Support Coordinator
SMS Travel Inc.
Miami Beach, FL
01.2018 - 01.2024
- Focusing on supporting the smooth operation of the company's computer client-related digital tasks guiding the business owner through the use of digital tools
- CRM onboarding: Set up systems to help data entry and management, onboarded customer travel booking data, and other records in the CRM
- Customer service support: Answered inquiries via email correspondence
- Supported document preparation in the form of travel itineraries, provided flight, hotel, tour, and other travel booking information for clients
- Administrative support: Assisted with general office duties, managed information, and ran special requests for the owner
- Marketing support: Assisted with created promotional content for sales leads
Field Support Manager EMEA
Carrier Ethernet Academy
Johannesburg, South Africa
01.2015 - 01.2016
- This role required a blend of technical understanding, marketing acumen, and strong interpersonal skills to effectively promote and expand the reach of CEA's training programs in a diverse region of EMEA
- Research and identify potential clients within the EMEA region who could benefit from MEF certification and training
- This includes service providers, equipment vendors, and enterprises looking to leverage Carrier Ethernet technologies
- Client Engagement: Develop and maintain relationships with key stakeholders in the telecom industry, including decision-makers at telecom companies, to promote CEA's training offerings
- Customized Solutions: Tailor training programs to meet the specific needs of different organizations, ensuring that the training is relevant to their business operations and technological infrastructure
- Marketing: Strategy Development: Worked on the creation and implementation of marketing strategies aimed at increasing awareness and enrollment in CEA's MEF training courses
- This involved digital marketing, content creation and participation in industry forums
- Supported Regional Marketing: Assisted the MEF EMEA Marketing Co-Chair in executing regional marketing communications initiatives
- This involved messaging and organizing webinars that highlighted the benefits of MEF certification
- Event Participation: Attended and represented CEA at key international MEF events
- Promoted the training offerings and gathered market intelligence, including understanding industry trends, and emerging technologies
- Recruitment: Recruitment Drives: Organized and led recruitment efforts to attract participants to the MEF training programs
- This involved working with human resources, in house training directly with corporate clients to find suitable candidates for certification or tailored training opportunities
- Additional Responsibilities: Training Support: Ensured trainers have the materials and support they need for effective delivery of courses in the region
- Feedback Loop: Collected feedback from training participants and local markets to refine offerings, ensuring they met the evolving needs of the industry
- Industry Knowledge: Kept abreast of developments in telecom, particularly around Carrier Ethernet and related technologies like SD-WAN, to inform strategy and course content
- Networking: Leveraged presence at international events to build a network that can be beneficial for both recruitment and business development after my contract was complete
- This role required a blend of technical understanding, marketing acumen, and strong interpersonal skills to effectively promote and expand the reach of CEA's training programs in a diverse region of EMEA
Retail Sales Clerk
BCBGMaxAzria
Miami Beach, FL
01.2016
- As a summer hire, I performed several key functions that were essential to the retail store
- Customer Service: Assisted customers in finding products, answered questions about merchandise, and provided recommendations based on their needs
- Handled customer inquiries, complaints, or issues with professionalism and patience
- Sales Transactions: Operated cash registers, handled payments (cash, credit cards, gift cards), and processed exchanges or refunds
- Product Knowledge: Stayed updated with new products, promotions, or changes in pricing
- Cleanliness and Organization: Organized products and maintained a clutter-free environment to enhance the shopping experience
- Security: Monitored for shoplifting or security issues, reported suspicious activities
- Team Collaboration: Worked collaboratively with other store employees to ensure operational efficiency
- Participated in staff meetings, training sessions, and team activities
Education
Fundamentals of Graphic Design -
California Institute of the Arts
01.2025
Bachelor's Degree - Business in Motion Pictures
University Of Miami
Coral Gables, FL01.2023
Associate's Degree - Mathematics
Miami Dade College
Miami, FL01.2023
Diploma - Marketing Communications
Institute Marketing Management
01.2006
National School of Performing Arts -
National School of Performing Arts
South Africa01.2001
Skills
- Client relationship building
- Customer-facing communication
- Strong work ethic
- Verbal and writing communication
- Empathy and patience
Languages
English
Full Professional
Timeline
Client Support Coordinator
SMS Travel Inc.
01.2018 - 01.2024
Retail Sales Clerk
BCBGMaxAzria
01.2016
Field Support Manager EMEA
Carrier Ethernet Academy
01.2015 - 01.2016
Fundamentals of Graphic Design -
California Institute of the Arts
Bachelor's Degree - Business in Motion Pictures
University Of Miami
Associate's Degree - Mathematics
Miami Dade College
Diploma - Marketing Communications
Institute Marketing Management
National School of Performing Arts -
National School of Performing Arts