Lorenna Le Breton
Customer Experience| B2B And B2C|Leardership And Training | Finance Backend Control
Haarlem
Summary
Certified Teacher and Translator experienced in People Management, Training, Customer Support Experience, Finance Control and Content Analysis. Very motivated to help clients, investigative and eager to learn new tasks, detail oriented and passionate about facilitating productive development and understanding between business partners.
Overview
2026
2026
years of professional experience
6052
6052
years of post-secondary education
4
4
Languages
Work History
Key Accounts CS Specialist
World Courier Inc.
11.2024 - Current
- Collaborating with cross-functional teams to achieve the clients' expectations on time and within budget.
- Creating shipments to ensure seamless medical delivery of biopharmaceutical products worldwide, with a focus on temperature-control in order to guarantee efficient transportation solutions for vital medications, vaccines, and research samples.
- Providing reports for forecast analysis and ad-hoc reporting in support of decision-making.
- Gathering, organizing and input information into digital database.
B2B Global Support Agent
Via Europe
9 2023 - 07.2024
- Managed 20+ accounts
- Followed up with clients about resolved issues to maintain high standards of customer service
- Collaborated closely with sales teams to provide pre-sales support
- Created and checked waybills to ensure the shipments were according to clients' provided information
- Sought ways to improve processes and services provided
Customer Support Team Lead
VanMoof
10.2022 - 09.2023
- Guided the support agents in order to de-escalate cases
- Improved and created SOPs
- Monitored quality and quantity and provided feedback to the team
- Provided training and workshops to the team and to new starters
- Provided technical help to customers via email, chat and phone
- Operated systems such as Freshdesk, Odoo, Slack, Slite, Adyen, Magento, Firmhouse, etc
Finance Back End Controller and Shift Coordinator
VanMoof
04.2022 - 10.2022
- Followed up with outstanding payments to obtain funds and reduce aging balances
- Provided training and workshops to the team and to new starters
- Improved and created SOPs
- Managed shifts and created schedules
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors
Customer Support Team Lead
DutchBand
11.2020 - 03.2022
- Helping customers with the best customer-friendly approach and solutions
- Leading a team of 7 to 10 people by offering them guidance and coaching
- Dealing with escalations over the phone and via email
- Providing guidance and feedback sessions to my team
- Providing trainings and workshops
- Operating systems such as Freshdesk, Odoo, Slack, Slite, Adyen, Magento, Firmhouse, etc.
Customer Support Agent
Dutchband
09.2020 - 11.2020
- Helping customers with the best customer-friendly approach and solutions
- Provided technical help to customers via email, chat and phone
- Operated systems such as Freshdesk, Odoo, Slack, Slite, Magento, etc
Freelance English and Portuguese Teacher
Elycio Talen Language School
01.2020 - 11.2020
- Provided Brazilian Portuguese and European Portuguese verbal exams to the KLM Royal Dutch Airlines staff
Freelance Master Validator and Translator
Effect.AI
03.2020 - 09.2020
- Provided translation for important food industry companies and automation tech guidelines
Content Analyst
UENI Ltd.
10.2019 - 01.2020
- Building websites and editing content for Brazilian companies
K2 Assistant Teacher/ EAL Teacher
Gifted Minds International School
03.2019 - 08.2019
- Teaching and assisting young children from Kindergarten 2
- Teaching EAL students in Primary Education with literacy issues
English Teacher
Wise Up English Course
06.2018 - 08.2018
- Teaching English to adults
- Using the Discourse Analysis Approach and Blended Learning
- Participating in school events and engaging with the students
English Teacher
Brasas English Course
02.2014 - 06.2018
- Teaching English to kids, teenagers and adults
- Making use of the Audio-Lingual Method
- Participating in the school's events and engaging with parents and students
Education
TOEFL ITP Total Score: 550 - English Proficiency Exam -
Senac - Hospitality Course - undefined
Escola Técnica Electra - High School - undefined
Skill English Course - undefined
CELTA Cambridge Course - Certificate in Teaching English to Speakers of Other Languages -
BLTC (British Language Training Centre)
Bachelor's Degree in Modern Languages (ENG/PT) -
UVA Universidade Veiga De Almeida
Skills
Training Teams
Investigation
Customer satisfaction
Lead Qualification
Strategic Thinking
Customer Relationship Building
Organizational Skills
Problem-solving
Analytical Thinking
Teamwork and Collaboration
Timeline
Key Accounts CS Specialist
World Courier Inc.
11.2024 - Current
Customer Support Team Lead
VanMoof
10.2022 - 09.2023
Finance Back End Controller and Shift Coordinator
VanMoof
04.2022 - 10.2022
Customer Support Team Lead
DutchBand
11.2020 - 03.2022
Customer Support Agent
Dutchband
09.2020 - 11.2020
Freelance Master Validator and Translator
Effect.AI
03.2020 - 09.2020
Freelance English and Portuguese Teacher
Elycio Talen Language School
01.2020 - 11.2020
Content Analyst
UENI Ltd.
10.2019 - 01.2020
K2 Assistant Teacher/ EAL Teacher
Gifted Minds International School
03.2019 - 08.2019
English Teacher
Wise Up English Course
06.2018 - 08.2018
English Teacher
Brasas English Course
02.2014 - 06.2018
Senac - Hospitality Course - undefined
Escola Técnica Electra - High School - undefined
Skill English Course - undefined
B2B Global Support Agent
Via Europe
9 2023 - 07.2024
TOEFL ITP Total Score: 550 - English Proficiency Exam -
CELTA Cambridge Course - Certificate in Teaching English to Speakers of Other Languages -
BLTC (British Language Training Centre)
Bachelor's Degree in Modern Languages (ENG/PT) -
UVA Universidade Veiga De Almeida
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