Serge Luono
Richmond Hill,ON
Summary
I' 'm a seasoned manager with more than 8 years experience .I have a passion for identifying and growing new and existing market segments for different product and services.
Results-oriented Market Development Manager known for high productivity and efficient task completion. Specialize in strategic market planning, customer relationship management, and competitive analysis. Excel in leadership, communication, and problem-solving skills to drive market growth and develop successful strategies.
Overview
15
15
years of professional experience
Work History
Regional Engagement Officer
Digital Outsource Services(Supergroup)
07.2024 - Current
- Analyzed key performance indicators to identify effective strategies.
- Monitored and reported on operational performance metrics.
- Organized client meetings to provide project updates.
- Implemented strategies to take advantage of new opportunities.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Analyzed market trends to inform business decisions and strategies.
- Set specific goals for projects to measure progress and evaluate end results.
- Conducted performance evaluations and provided constructive feedback.
Market development manager
Digital Outsource Services (Supergroup)
Capetown
01.2016 - 06.2024
- Manage processes relevant to regional market development, player retention and customer service
- Managing resources to ensure appropriate 24/7/365 attention is paid to the regional market
- Manage internal relationships to drive the achievement of regional strategy
- Monitor and maintain the quality of our regional market and underlying countries
- Involvement in marketing planning including tier movement, winners, losers, purchasing, relationship building and win back strategies
- Identify, plan and implement projects to complement marketing strategies
- Recommended policy changes to improve marketing tactics and strategies.
- Identified opportunities for product expansion into new markets.
- Expanded personnel skill sets by mentoring marketing team both individually and in groups.
- Created marketing policies and procedures, evaluating and revising to maximize team efforts.
Service manager
Digital Outsource Services ( Supergroup)
Capetown
10.2013 - 01.2016
- Manage Service Centre Hosts' performance (productivity) ensuring that the team delivers on metrics and daily targets as per agreed KPI's:
- Average inbound contacts per shift per agent
- Average outbound contacts per shift per agent
- Monitor and drive associated revenue per agent per shift
- Pitched in to complete various duties during peak periods or employee absences.
- Implemented customer feedback mechanisms to gather insights and improve service offerings.
- Created employee work schedules to keep shifts properly staffed.
- Coordinated with sales and marketing teams to develop service offers and promotions.
Team Leader
Digital Outsource Services (Supergroup)
Capetown
02.2013 - 10.2013
- Continually monitor volumes and work within the team
- Evaluate query type and escalations and identify 'common themes' or shared customer issues
- Respond appropriately by escalating to appropriate manager, stakeholder or technology partner
- Assign agents priorities based on workload and priorities
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Facilitated training sessions for new employees on company policies and procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
VIP representative
Digital Outsource Services
Capetown
01.2011 - 07.2013
- Superior customer service to VIPs via live chat, e-mail and telephone
- Create and form personal relationships with VIP customers
- Ensuring that VIP queries and requests are handled professionally and in line with standards set
Customer service representative
Digital Outsource Services
Capetown
01.2010 - 01.2011
- Providing world-class customer service by responding to customer queries by telephone, email and online chats
- Processing and resolving of incoming and outgoing contacts in a multimedia environment
- Processing pertinent information into relevant databases
- Building customer's relationship as well as cross selling of products and services
Education
Postgraduate diploma - management practice and business management
University of Capetown (Graduate School of Business)
Capetown05.2019
Bcom degree - Internal Auditing
University of South Africa
Capetown11.2010
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Product positioning
- Marketing communications
- Social media marketing
- Data-driven decision making
- CRM software proficiency
- Financial forecasting
- Customer segmentation
- Analytical skills
- Brand development
- Social media strategy
- Market penetration
- Detail-oriented
Hobbies and Interests
- Running
- Hiking
- Reading
Resumeobjective
I'm a seasoned manager with more than 8 years experience. I have a passion for identifying and growing new and existing market segments for different product and services.
Timeline
Regional Engagement Officer
Digital Outsource Services(Supergroup)
07.2024 - Current
Market development manager
Digital Outsource Services (Supergroup)
01.2016 - 06.2024
Service manager
Digital Outsource Services ( Supergroup)
10.2013 - 01.2016
Team Leader
Digital Outsource Services (Supergroup)
02.2013 - 10.2013
VIP representative
Digital Outsource Services
01.2011 - 07.2013
Customer service representative
Digital Outsource Services
01.2010 - 01.2011
Postgraduate diploma - management practice and business management
University of Capetown (Graduate School of Business)
Bcom degree - Internal Auditing
University of South Africa
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