Demetra Frangs

• First point of contact for customers with an approach that goes beyond Customer Service and takes into account the overall Customer journey by building long lasting relationship between client and company as a whole.
• Collaborate between Customer, Commercial Team, Operations, Marketing and Colleagues to obtain optimal and satisfactory results.
• Influence how the Customer perceives the company by acting as the voice for the Customer.
• Owner of the Q2C process of the Customers, ensure swift and pro-active communication on the progress of the Quotation to Cash Process.
• Involved in Customer visits for respective accounts and representing the the Commercial Operations team which involves traveling .
• Handle price, contract, samples, actively drive Customer forecast and communicate closely with the commercial team in the field and monitor forecast consumption.
• Office Manager being part of my dual role, I am accountable for formulating, implementing and maintaining general operating processes and procedures in order to achieve optimal efficiency and effectiveness for the Business Unit being the liaison between the different parties and head office in the Netherlands.
• Play a key role in the organization of delegates, clients and VIP colleagues' travel and accommodation arrangements. As well as organization and negotiation of various events, meetings, group activities during and outside of the prestigious GulfFood event

Achievements:

Successfully kept sales at a steady rate during the calendar year, despite the difficulties during Covid. Managed to negotiate a 20% discount for our Dubai Office lease for 2020 and 2021

Responsibilities:

• Maintaining the entire Whissle Gourmet portfolio, including Sales, Client Relations, Supplier Relations, Marketing, HR, Staff Training, Stock Management.
  
• Managing supply chain from operations, financial tracking and customer relations.
• Coordinate between handling agents, external suppliers, Emirates Flight Catering and deliveries for specified orders with attention to detail.
  
• Keep track of accounting and delegate responsibility to key stakeholders ensuring timely execution.
• Create a pipeline for new products with clients and suppliers and understanding the correct process according to International flight standards.
• Maintain a relationship between current clients and improve on their needs including Vista Jet, Private Flight Catering, DeliSky and Emirates Flight Catering.
• Attain new business by marketing to possible leads for new clientele and customize packages of catering to their specific VIP needs.
• Arrange new suppliers for clients to choose from, while maintaining Emirates strict Health and Safety procedures in compliance with HACCP.
• Coordinate scheduling to maintain the correct handover of active flights and orders.

Achievements:

Established company process aligned with the airline’s processes, added exciting suppliers to the brand. The project is now thinking to expand into new channels as a result and increased monthly sales by 25%

Responsibilities:

• Event coordination and management for specific high end and/or corporate events with a capacity of the venue to seat up to 900 banqueting style.
• Issuing detailed quotations for clients, at site visits for discussions on specific events which would include either cocktail party, banqueting, conferencing or create a tailor-made event. This would include structuring systems in the venue specifically, for the event to run smoothly and efficiently.
• Coordinating technical needs for show productions, organization of waitrons and staffing to include security and barmen, catering, décor for each event, bar stocked according to clients specification, as well as ensuring health and safety obligations are adhered to.
• Managing event set up according to the requirement of each client. This included the post event services such as cleaning to ensure a smooth turned around for the next event.
• Handling client queries and troubleshooting on the day of the event to ensure all runs smoothly.
  
• Coordinate food tastings of the specific menu client selection and ensuring the client is satisfied with quality under the guidance of my expertise in event food catering.
• Compiling running orders for each event including technical, hiring, décor, catering, entertainment and staff.
• Liaising with the Client to ensure they are fully aware and informed regarding the production of their event.
  
• Ensured that the Venue was well maintained and all necessary maintenance carried out on a continual basis.

Key Achievements:

• Established Room Five Private Function and Events Venue from concept to success in 5+ years. Built the business from 'an idea', into a well-reputed and profitable reality, with increased profit margins yearly and maintained repeat business with clients including Standard Bank, RMB Private Bank, Barclays, Nestle, Discovery Health, Deloitte, DSTV, Estee Lauder, to name a few.

Responsibilities:

• Organizing of functions, issuing quotations, ensuring payment of suppliers, ordering and hiring of catering and décor equipment according to the client’s specifications.
• Meeting with clients to discuss, specify and confirm what is needed for their corporate, non-corporate or wedding event.
• Being present at the event to ensure all details including bar, catering, staffing and décor are executed correctly and the set-up, is according to the agreed contract.
• Ensure that the catering is followed according to the client’s schedule and their needs are fully met.
• Created interesting ideas of catering for the client to pair with their specific type of event and theme.

Key Achievements:

• Generated a 20% increase in new business by putting key systems in place which made business run more efficiently.
• Managed a team of Chefs, Event Managers, Cleaners, Waiters, Barmen and Drivers, to work in a cohesive environment and made sure all catering and events were executed correctly and on time in the fast paced and high pressured environment.
• Provided catering and hospitality for international artist’s show riders, at musical concerts in VIP executive suites including Maria Carey, Pharrell Williams, Foo Fighters, Rihanna

Responsibilities:

• Report to the Cabin Crew Director with responsibility for utilizing strong organizational skills, operating under extreme pressure and dealing with short notice flights while being on continuous standby.
  
• Maintaining complete confidentiality and worked in a multicultural environment and managing resources.
  
• Dealt with Heads of State, Royal Family and VVIP’s with extremely high professionalism and discretion.
  
• Ensured that the needs of individual passenger preferences were executed and in place.
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• Dealt with any medical issues efficiently as well as managing safety and service procedures together with the captain.

Key Achievements:

• Executed all high pressured requirements and needs of VVIP clients with the utmost professional high standards at short notice with complete discretion of high profile passengers.
• The ability to work with Heads of State, Royal family's and Government officials
• Successfully completed annual Safety and Emergency Procedures and First Response Training and Examinations

Responsibilities:

• Provided high standard customer service to frequent flying passengers in First Premium Class, including a la Carte Service as well as Silver Service on specific routes, while ensuring their comfort and safety throughout the flight while coordinating with the cockpit crew.

Key Achievements:

• Operated on Boeing 777-200, 777-300, Airbus 330, A340-300, A340-500 and successfully completed Annual Safety and Emergency Procedures and First Response Training and Examinations.
  
• Top Duty Free Sales Award on regular occasions.