Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Gloria Assou

Fort Worth,Texas
Gloria Assou

Summary

Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.

Overview

16
years of professional experience

Work History

Louis Vuitton

Manager - Client Services Center for Canada E-commerce and Retail Stores
09.2021 - Current

Job overview

  • Guided a team of 15 client advisors, along with a team lead, to achieve digital business sales surpassing $3 million over the course of two years.
  • Initiated and established an omnichannel continuous improvement strategy within the Canadian clients services team, significantly enhancing client satisfaction by halving outreach response times and dispute resolution from 48 to 24 hours.
  • Developed digital marketing communication strategies for VIC clients, resulting in $500K revenue within a year.
  • Drove the Canadian division to surpass call quality benchmarks, maintaining ratings over 85% and enhancing team performance to meet critical CSC KPIs
  • Transformed team performance in the first year of leadership, elevating answered call rates by 10%, securing a 90% call handle rate, and decreasing abandoned calls by 40%
  • Employee retention: < 10% employee turnover
  • Managed consistent operational procedures across region and proactively identified opportunities to optimize back of house operations
  • Drove enterprise collaboration across functional teams and retails stores focusing on delivery and continuous process improvement
  • Conducted daily in-depth data analysis for business optimization, including digital sales metrics, handle rate, employee adherence, client contact topics, and other relevant factors.
  • Delivered regular business presentations to the Executive Team, covering results, action plans, optimization strategies, and business pivoting suggestions.

Louis Vuitton

Team Manager - Digital Correspondence
07.2020 - 09.2021

Job overview

  • Developed, implemented, and launched Apple Business Chat for omni channels as well as for official website for the US and Canada, which led to the creation of the Correspondence Team (Over $4 million in sales since implementation.)
  • Resolved high tension communication cases in partnership with Louis Vuitton's legal team by finding immediate solutions, increasing customer confidence and a decrease of escalations to the executive office.
  • Oversaw a dedicated team of 36 client advisors, ensuring dynamic and consistent customer engagement across social media interactions, website chat, and email communications.
  • Developed personalized communications scripts for official emails, marketing campaigns, and website chatbots templates to address clients inquiries in the US and Canada.
  • Implemented and executed a digital correspondence training program, adapted for remote work, for the entire Customer Service Center (over 200 client advisors and managers) in anticipation of COVID-19 measures.
  • Drove staff performance by creating a positive work environment and administering recognition/rewards programs

Louis Vuitton

Team Lead - Care Services
10.2019 - 07.2020

Job overview

  • Directed a team of 20 customer service associates and pioneered a comprehensive training program that enhanced expertise in product collections, material knowledge, repair processes, communication protocols, company policies, and safety regulations
  • Supported the roll out of a new integrated system used by Workshops and Retail stores to track the progress of each repair
  • Implemented a new digital intake repair process, resulting in a reduction of repair wait time from 12 weeks to 8 weeks.
  • Conducted training sessions on product knowledge for teams, ensuring customers received accurate information, demonstrating exceptional instructional skills.
  • Oversaw omni-channel care service requests, ensuring timely intake and resolution within the recommended time frame.

Fendi

Acting Store Manager - Pop-up Store
01.2014 - 10.2016

Job overview

  • Led the end-to-end operations of new store launches, overseeing staff recruitment, implementing visual merchandising strategies, and orchestrating event marketing campaigns
  • Coordinated exclusive in-store events and appointments for Very Important Clients (VIC), contributing to the achievement of an impressive $1 million in annual sales revenue
  • Managed daily store operations, ensuring optimal efficiency, and streamlined workflow
  • Managed inventory levels by ordering stock as needed, tracking sales trends, and adjusting orders accordingly

Fendi

Sales Associate/Key Holder - NYC Flagship store
06.2012 - 01.2014

Job overview

  • $1 million club seller, merchandising ambassador
  • Managed and developed VIC clients expanded client book
  • Worked as part of the management team to train, supervise, and develop all store associates in customer service, clientele, company history, product knowledge, visual merchandising, and store operations

Bally Switzerland

Key Holder
01.2009 - 01.2011

Job overview

  • Store Provided support to the store director and management, assisted clients, and drove business results and store goals. Generating over 1million Euros in revenue yearly.

Education

University of Poitiers
Poitiers, France

MBA from Business Administration
09.2012

Skills

  • Native proficiency: French, English,Russian
  • Interpersonal Skills
  • Cross-functional Collaboration
  • Performance Management
  • Effective Communication
  • ICONICS
  • PowerBI
  • Calabrio

Timeline

Manager - Client Services Center for Canada E-commerce and Retail Stores

Louis Vuitton
09.2021 - Current

Team Manager - Digital Correspondence

Louis Vuitton
07.2020 - 09.2021

Team Lead - Care Services

Louis Vuitton
10.2019 - 07.2020

Acting Store Manager - Pop-up Store

Fendi
01.2014 - 10.2016

Sales Associate/Key Holder - NYC Flagship store

Fendi
06.2012 - 01.2014

Key Holder

Bally Switzerland
01.2009 - 01.2011

University of Poitiers

MBA from Business Administration

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Gloria Assou