Thomas Romain

Formlabs: one of the leading 3D printer manufacturers in the world.

- Team Management - Managing an international team of 10 people divided between Berlin and Budapest offices, succeeding in delivering the best support to the Key Accounts & Enterprise customers.

- Working in close coordination with other departments on a variety of projects:

- Direct Sales:
First contact point for customer's escalations
Working on sales campaigns communication

- HR:
Recruitment of new members for the team, writing job descriptions

- AP/Finances:
Organising and redefining the Partner's payments workflow (Enterprise contracts), resulting in improving customer experience and operational excellence.

- Team Management - Managing an international team of 15 people divided between Berlin and Budapest offices. succeeding in delivering the best support to the partners.

- Working in close coordination with other departments on a variety of projects:

- Channel Sales:
First contact point for partner's escalations
Working on sales campaigns communication

- HR:
Recruitment of new members for the team, writing job descriptions

- AP/Finances:
Organizing and redefining the Partner's payments workflow, resulting in improving customer experience and operational excellence.

In addition to Channel Services Agent position, working as a Coach, closely with EMEA Channel Services Team Lead:

- Onboarding of newcomers
- Creation of internal documents to improve processes and make it clear for the team
- Tickets distribution
- Always available to help and support the team - First contact point for agents
- Creation of new workflows and processes for new products

- Technical support (troubleshooting) for partners via phone & emails (around 30 tickets a day) in English and French.
- Onsite trainings
- Built a trusty relationship with resellers
- Worked in close collaboration with Engineering Team (Technical escalations)

Online travel agency
- Sales (via phone/email): Winter holidays/Summer holidays in France and International
- Customer care (via phone/email): Follow-up of customers during their vacations