Vanessa Zacca Montreal, Quebec

Mobile: +1 438 459 0359

Profile Overview Email: zacca.vanessa@gmail.com

I am a proactive, goal-driven individual, who is passionate about customer

excellence (B2B and B2C). I strive to create brand/company loyalty while putting LinkedIn: Scan QR Code
the customer first. My experience is rooted in launching successful startups in the
Middle East using both my knowledge and ambition.

PROFESSIONAL EXPERIENCE
May 2022 – May 2023
StoreUs.com (Signature
Technologies – Dubai, UAE)
Team Lead – Customer Service
 Managed a team of customer service representatives.
 Onboarded and managed relations sellers/businesses.
 Assigned tasks and managed team capacity, supporting where required. CORE DOMAIN STRENGHTS
 Standardized processes for tracking customer requests/complaints. • Content Management
 Developed weekly/monthly reports for e-commerce manager and CEO.
• Vendor Management
 Coordinated with logistics team for order management (to increase customer
satisfaction). • B2C and B2B Sales &
 Contacted sellers/merchants to raise and resolve order issues. Engagement
 Engaged with customers and businesses on a daily basis (both B2B and B2C) • Team Leadership
 Ensured customers were followed-up with for customer retention (pre/post • Customer Excellence
sales, abandoned-cart, loyal customers).
• Cross-Selling and Up-selling
 Suggested e-commerce platform enhancements to attract new customers.
 Increased sales and revenue by performing cross-selling and up-selling. Promoting Change and
 Enhanced the customer service/retention by providing timely support, order • Platform Enhancement
follow-up, and post-sales support.
 Guide/educated customers and businesses on using the platform
(onboarding – purchasing life cycle)

Oct. 2021 – May 2022 EDUCATION

KuwaitAgro (Kuwait) • Bachelor’s degree in Business
E-Content Supervisor Administration (specialization
 Managed product offering portfolio across the website and other platforms. in logistics and transport)
 Managed the implementation and vetting of promotions. Holy Spirit University of Kaslik
 Executed marketing activities in collaboration with the content team. (USEK) – Lebanon
 Created executive reports and proposed enhancements (both technical and
non-technical).
 Coordinated with the vendor on existing bugs and to discuss enhancements. LANGUAGES
 Coordinated with current and potential suppliers (B2B). Arabic: Native
 Formalized website content and internal processes. English: Fluent
 Led and managed the launch of Arabic content on the website from scratch
French: Working Proficiency
 Ensured high quality and uniform product visuals.
 Ensured the product descriptions are complete, correct, and consistent.
 Followed-up with vendor on ongoing/planned enhancements.
 Ensured deadlines are met, to provide the best customer experience .
 Translated all content of product offering from English to Arabic.
May 2020 – January 2022
E Voilà (Lebanon)
E-Commerce Customer Success & Digital Marketing
Team Lead – (Part of FlagM Group)
 Provided knowledgeable answers to customer phone, social media accounts and e -mail inquiries
regarding products and brand (beauty products, food supplements) .
 Ensured promotions are updated onto the platform.
 Engaged with customers (B2C) and new/existing suppliers (B2B)
 Increased customer retention and loyalty (reported increase in customers/loyal customers in excel)
 Resolved stock/order issues with suppliers
 Updated product offering list as per supplier/manufacturer requirements.
 Coordinated with suppliers to ensure all stock of pending orders will be fulfilled on time.
 Enhanced the platform’s product offering list to include details other competitors have not included .
 Followed up with logistics department to fulfill all customer requests in a timely and competitive
manner.
 Engaged with graphics designers to develop and prepare engaging content for social media.

2018 – 2020
General Pharm (Lebanon)
Senior Customer Service and Sales Executive
 Received and submitted pharmaceutical orders from customers in a professional and timely manner.
 Performed follow-up on client orders to ensure customer order is fulfilled and service is beyond
satisfactory (B2C).
 Managed a daily list of client and sales orders (for pharmacies) to ensure the order flow is processed
on time for fulfillment of delivery.
 Executed telephony sales of pharmaceuticals for pharmacies across Lebanon while coo rdinating with
sales department (B2B)
 Promoted specific products to clients to increase sales of the company.
 Coordinated with other channels for job fulfillment (sales department, logistics, accounting) .

2016 –2018
Various Roles (Lebanon)
Sales and Customer Service
(parttime)