Casserie Gaffud
Philadelphia,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proficient in account management, customer support and operations management, while adeptly aligning business operations with organizational objectives to support growth and success. Dedicated to collaborative efforts with internal teams to ensure compliance, establish standardized procedures, and provide comprehensive training to elevate client experiences and enhancing partnerships. Committed to delivering exceptional service to the business and clients while pursuing professional growth.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Account Manager - Business & Charter Aviation
MedAire, An International SOS Company
11.2023 - Current
- Act as first contact for high profile, private aircraft owners, ensuring their needs and preferences are met with the utmost attention and care in a timely manner.
- Responsible for East Americas territory (including Canada) for a book of 67 accounts and total value of $3.1 million.
- Implemented customer-centric strategies to enhance satisfaction levels, secure client renewal, resulting in a measurable increase in customer retention and loyalty while also contributing to business sales objectives.
- Perform comprehensive travel risk assessments for clients through scenario planning to identify potential urgent cases, anticipate challenges, identify international requirements, and build customised operations procedures for these scenarios.
- Consistently met and exceeded quarterly sales targets (renewal, onboard equipment and flight crew training), 98% client retention, while actively identifying and capitalizing on opportunities for additional revenue opportunities.
- Experience in selling program based packages, medical and security consulting, travel risk software platforms, customisable web portals and insurance benefits partners.
- Take the lead in driving and facilitating cross-border initiatives with international regions within the organization and partner companies that range from international on-the-ground security, business travel insurance, and travel management companies.
- Developed and maintained strong working relations with both industry peers and clients in private aviation. Attended industry events within the Americas - NBAA, Women in Aviation, etc.
- Contributed to achieving team objectives by developing marketing materials aimed at increasing client awareness and clear understanding of the organisation's vast capabilities that were published to client outreach material and on company website
- Partnered with internal departments (IT, Marketing, Quality) to provide custom digital product experience and build programs around unique client needs and language needs.
- Prioritised improvement of internal processes and data management by implementing innovative solutions via Salesforce, centralising material and developing user guides.
Account Executive (Americas)
International SOS
11.2021 - 11.2023
- Dedicated to internal project to synchronise marketing systems (Eloqua) with Salesforce/Service Cloud to automate marketing communications and identifying related material based on program features and stakeholder type.
- Leverage CRM systems (Salesforce) to develop an automated account management platform to optimise internal processes, client communication and provide a client dashboard to build account and document client history
- Assisted in the development of training material, user guides and templates to be provided during the global implementation of the platform and SOPs
- Traveled to Europe to collaborate on enhancements and provide training of the new system and CRM resources that led to global adoption within the organisation.
- Monitored project progress and performance metrics, identifying areas for improvement, and implementing corrective actions as necessary
- Leading regular project status meetings to track progress, identify client risks and feedback, and provide team’s mitigation strategies to technical stakeholders, and provide progress updates to leadership
- Primarily responsible for managing high-touch/strategic accounts within the team's client portfolio of national accounts, overseeing all aspects of account management (ex. Patagonia & World Race Productions). Collaboratively managed accounts with a team of 5 for national accounts for a total of 334 accounts and value of $7.3 million.
- Additionally, developed and executed tailored strategies to foster strong client relationships and drive account growth and retention
- Successfully upsold 13 accounts from basic programs to full-suite programs or premium add-on services. delivered security consulting solutions for destination specific assessments in high to extreme risk locations, rescue missions, and filming location based on client request.
- Met and exceeded service level goals to achieve standards and expectations on platform enhancements, process improvements, and KPIs to address client inquiries logged through Salesforce.
- Enhanced team dynamics by delivering training sessions, establishing standardized processes, fostering collaboration, and organizing social events, all geared towards achieving collective goals and cultivating a positive work environment
- Crisis Response Coordination: Proficient in coordinating cross-functional teams and external partners during crisis events, ensuring seamless collaboration and alignment of efforts towards resolution
- Efficiently track client inquiries via Service Cloud and Salesforce to ensure organized case management, facilitating seamless collaboration among internal and external stakeholders.
Client Success Specialist
International SOS
11.2021 - 11.2022
- Responsible for providing day-to-day client and sales team support through client training, onboarding, program upgrade migrations and audit active client procedures for medical and security situation response.
- Responsible for travel risk management platforms and tools, such as incident monitoring systems, travel tracking software, and communication platforms, to facilitate efficient client support and assistance in low to high risk scenarios.
- Efficiently track client inquiries via Service Cloud and Salesforce to ensure organized case management, facilitating seamless collaboration among internal and external stakeholders. Managed 435 cases from client across the Americas, which equated to 30% of overall team of 7 cases.
- Deliver virtual training, education, and best practices to clients on solutions in regards to travel activity, ensuring comprehensive understanding and effective implementation to minimise potential risk to the organisation and travelers.
- Identify areas of opportunities to support client organisation's internal travel policies by introducing them to digital resources, build custom policies to relate to the available resources and solutions to increase internal compliance.
- Contributed to a positive work environment by providing assistance in complex requests, mentor team members by training calls and collaborated on knowledge base articles or documented processes to increase standardisation.
Operations Manager
Amazon
12.2020 - 11.2021
- Directed end-to-end delivery operations for large fleet of 100 to 250 fleet, ensuring on-time delivery performance and customer satisfaction targets were met for the Greater Philadelphia region.
- Implemented strategic initiatives to optimize delivery route, identify local road restrictions, reduce transit times, and minimize costs while maintaining service quality.
- Collaborated with delivery service providers and contracted drivers to source headcount, resources and identify areas of opportunities for improved production and employee relations.
- Utilized data analytics and performance metrics to identify trends, forecast demand, seasonal needs and make data-driven decisions to improve operational efficiency.
- Coordinated with interdepartmental teams from safety/security, procurement and HR to minimise worker fatigue and build-in regularly scheduled team social events to boost employee satisfaction.
- Managed a team of 12 associates and 3 team leads in a fast-paced distribution center environment.
- Supervised operations staff and kept employees compliant with company and OSHA policies procedures.
- Conducted regular performance reviews, identifying areas for improvement and assist with career development based on each associate's personal goals and skill-set.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Education
Bachelor of Arts - Political Science, International Relations & Frenc
The University of Alabama
Tuscaloosa, ALFrench Language And Literature
Campus Internationale De Cannes
Cannes, France07.2019
French Language And Literature
L'Institute De Touraine
Tours, France08.2018
Skills
- Client relationship management
- Interpersonal communication
- Strategic account planning
- Stakeholder communication and collaboration
- Training and education
- Creative problem-solving and decision-making
- CRM Systems: Salesforce, Service Cloud, AWS
- Microsoft Office Suite
- Sales enablement and operations
- Database management
Certification
- CITI Non-Medical Investigations
- Global Exchange Studies
- AHA First Aid/CPR/AED
Professional Highlights
- Successfully migrated multiple accounts from standard programs to full-suite programs and exceeded client retention targets with an overall rate of 98%.
- Played a key role in an internal project aimed at enhancing daily account management processes, automating processes and client outreach that resulted in global adoption. Assisted with the international implementation by developing user guides, data tracking and traveled to providing training to European teams.
- Collaborated with high-touch clients (NBA, Patagonia, Wheels Up, and more) to develop internal travel policies, implement risk mitigation strategies for international travel activity, large events, and coordinate emergency scenario arrangements.
Timeline
Account Manager - Business & Charter Aviation
MedAire, An International SOS Company
11.2023 - Current
Client Success Specialist
International SOS
11.2021 - 11.2022
Account Executive (Americas)
International SOS
11.2021 - 11.2023
Operations Manager
Amazon
12.2020 - 11.2021
Bachelor of Arts - Political Science, International Relations & Frenc
The University of Alabama
French Language And Literature
Campus Internationale De Cannes
French Language And Literature
L'Institute De Touraine
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