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Ghizlane Lanez

@ghizlanelanez

L2 Technical & Operations Specialist at Foundever, supporting PlayStation and Stokke accounts and resolving complex delivery, billing, and technical escalations.

Germany

Message

At Foundever, I supported PlayStation and Stokke accounts as an L2 Technical & Operations Specialist. I managed technical, financial, and logistical escalations, handled returns and delivery issues, and resolved billing discrepancies.

Earlier, I worked across business development, account management, and hotel operations at AXYS Group, Hilton Hotels & Resorts, EXAPEINT, BESTMARK, and EMC2. My work included B2B client support, contract verification, invoicing, project coordination, and front-office team management.

Experience

Work history, roles, and key accomplishments

L2 Technical & Operations Specialist

Foundever

Sep 2020 - Sep 2025 (5 years)

Managed complex Tier 2 technical, financial, and logistical escalations for PlayStation and Stokke accounts. Owned end-to-end RMAs, resolved delivery blocks, processed refunds, and partnered with logistics and senior management to meet service metrics.

Escalation Management Account Management E commerce logistics RMA Refunds Billing Discrepancies Cross functional Coordination Training Mentorship

Business Development Manager

AXYS Group

Dec 2012 - Mar 2018 (5 years 3 months)

Maintained back-office data logs for sales, revenue, and client account history. Audited sales contracts, controlled invoicing pipeline, and communicated with B2B accounts to resolve financial discrepancies.

Records Management Contract Verification Billing Controls Client Liaison B2B Invoicing Financial Discrepancy Tracking

Guest Relation Manager & in charge of the Front Office

Hilton Hotels & Resorts

Jan 2008 - Nov 2012 (4 years 10 months)

Managed and scheduled the complete Front Office team including Reservations, Reception, Club Floors, and Concierge. Partnered with Housekeeping, F&B, and Sales to streamline operations and trained staff on service standards.

Team Leadership Scheduling Cross functional Coordination Training Upselling Revenue Management Customer Service

Business Development Manager

EXAPEINT

Mar 2007 - Dec 2007 (9 months)

Planned, budgeted, and coordinated large-scale commercial projects including airports and premium resorts. Negotiated new B2B business deals and engineered accurate commercial pricing quotations.

Project Coordination Budgeting Negotiation B2B Pricing Commercial Projects

Sales & Marketing / Key Account Manager

BESTMARK

Apr 2004 - Feb 2007 (2 years 10 months)

Interviewed, hired, and supervised the enterprise key account management team. Managed corporate client prospecting, product presentations, and contract closures, and led marketing campaigns and product launch events.

Team Management B2B Sales Key Account Management Marketing Campaigns Product Launch Issue Resolution Reporting

Back Office Manager

EMC2

Apr 2000 - Feb 2004 (3 years 10 months)

Assisted the General Manager with administrative routines and project supervision. Coordinated client site visits, prepared official sales offers, and led weekly team alignments.

Executive Support Project supervision Sales Pipeline Client Nurturing Team Alignment Administrative