Toby Osimen

Led client engagement strategies and managed client communications, resulting in a 60% increase in client satisfaction scores. Analyzed client feedback to develop tailored service offerings, boosting retention rates by 74% over 4 months.

Managed client communications, sales reports, and customer data remotely, improving customer satisfaction metrics and KPIs by 65%. Maintained accurate customer records in HubSpot, Zendesk, Zoho, and Salesforce.

Coordinated with suppliers and internal teams to resolve delivery and service issues, supporting high on-time delivery rates. Led supplier negotiations and performance feedback sessions, achieving favorable terms and improved service levels.

Prepared detailed, accurate reports for senior management and processed Product Supply Authorization (PSA) orders. Analyzed financial data to identify trends, variances, and risks, ensuring GAAP compliance.

Handled customer inquiries and complaints in person, by phone, and by email, maintaining high levels of customer satisfaction. Advised corporate and personal clients on mutual funds, stocks, and bonds, recommending products that fit their needs.

Acquired key accounts including British Airways and Qatar Airways and kept service and client satisfaction high. Identified new business opportunities and built partnerships that expanded market presence.

Resolved customer inquiries by phone and email, consistently meeting internal service-level agreements (SLAs). Worked with other departments to resolve complex client issues with minimal escalation times.

Currently completing a Post-Graduate Certificate in Supply Chain Management, with an expected completion in December 2027.

Earned a Master of Business Administration with a focus on Supply Chain Management, Sustainability, and Operations.

Earned a Bachelor of Science with Honours in Economics and Business Economics.