Madonna Lattouf
Trollhättan,O
Summary
Skilled account management leader prepared to drive client satisfaction and business growth. Proven track record of strategic planning, relationship building, and team collaboration. Strong focus on delivering results through adaptable and reliable approaches. Expertise in customer retention, project management, and cross-functional coordination.
Skilled administrator in managing operations, streamlining processes, and providing administrative support. Proficient in scheduling, data management, and customer service with excellent organizational skills. Knowledgeable account manager with solid background in leading account management teams to achieve client satisfaction and retention. Proven ability to build and nurture client relationships, enhancing revenue streams and fostering long-term partnerships. Demonstrated leadership and strategic planning skills, effectively utilizing communication and problem-solving abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Private Tutorial of Account Management & Client Relations Development
Volunteer
07.2023 - 07.2024
- Managed approximately 30 incoming calls and emails per day from customers
- Helped the team to serve as the main point of contact in all matters related to client needs
- Assisted them in building client relationships to achieve long-term partnerships
- Helped the team to maintain accurate client records, kept track of contract renewals
- Assisted the team to develop strategic marketing plans and ensured KPIs are being met
- Tutored the team to generate progress reports for clients
Project Assistant
M3 GLOBAL RESEARCH
04.2022 - 04.2023
- Used market intelligence while doing market research
- Consistently made 50 cold calls per day to generate leads and build client relationships
- Identified behavioral patterns of customers more prone to churn
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Prepared performance metrics vital to decision-making & driving new insight
- Set relevant KPI targets and established a time frame for achieving them
- Identified opportunities to upsell or cross-sell our services and meeting sales targets
- Managed and negotiated contracts and consent forms, ensuring terms meet both client and company needs
- Built and maintained strong relationships with the panel members
- Addressed and resolved any client concerns or issues that arose
- Monitored account performance, generated reports, and provided insights to clients.
- Analyzed competitors and their business structures
- Contacted and recruited panelists for projects via cold calls
- Scheduled interviews, and managed surveys for Nordic panelists
- Maintained the company's net revenue retention through deep analytics for customer engagement, proactive churn prevention & dynamic account management
- Investigated fraudulent accounts and verified new members
- Set up of sales strategies to European markets (Sweden, Norway, Denmark, France, Belgium)
Student Assistant
UTBILDNINGFÖRVALTNINGEN
05.2021 - 03.2022
- Assisted in preschool, school, and leisure center settings
- Planned and conducted educational activities for children, including those with special needs
- Sorted and distributed mail, maintained files, and handled other general office tasks
- Provided excellent customer service to students and staff at the front desk, addressing inquiries and concerns promptly.
- Greeted incoming office visitors, answered questions, and directed individuals to office locations
Account Manager & Communications Specialist
COMMON EFFORT ORGANIZATION
03.2019 - 02.2021
- Prepared agendas and conduct research
- Wrote various documents, issued reports and invoices
- Communicated with clients by phone, through email and face-to-face to ensure their needs are understood and addressed
- Built strong client relationships to maintain old customers and acquire new customers
- Managed approximately 40 incoming calls, emails and faxes per day from customers
Administrative Assistant
ABC KRAFTEN, staffing and Recruiting organization
07.2018 - 12.2018
- Prepared reports and assisted participants with writing & assignments
- Supported employees by managing communications and document archiving
- Helped with data collection and prepared reports or presentations
- Managed appointments, meetings, and coordinated schedules for staff and participants
- Managed filing system, entered data and completed other clerical tasks.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources
Account Manager
WIDESTREAMS business and technology consulting company
06.2015 - 04.2018
- Booked sales orders & purchase orders in ERP system
- Defined and monitored clear sales performance metrics
- Prepared quotations & invoices
- Prepared Sales pipeline report
- Requested quotations from suppliers & placing orders
- Developed, maintained and increased business relationships with sales leads
- Worked on CRM Software, and provide daily customer service
- Identified and researched potential clients
- Prepared Successful sales methodologies
Executive Assistant to the CEO and the Administration Department
ITG HOLDING, information technology company
05.2013 - 04.2015
- Supported supervisors with administrative tasks
- Assisted in development of business plans and strategies
- Prepared contracts & managed records
- Managed executive's calendar, scheduled meetings, and organized travel arrangements
- Handled correspondence, emails, and phone calls, often acted as liaison between executive and other stakeholders
- Drafted, reviewed, and organized reports, presentations, and other important documents
- Handled sensitive information with discretion and ensured confidentiality
Education
Masters - Communication for development
Malmö University
Sweden09.2021
Master Course - Leadership
Linnaeus University
Kalmar, Sweden06.2019
Bachelor's - Business Administration
Arts & Technology University
Beirut09.2011
Skills
- CRM, HubSpot, Market Research, Agile CRM, MS Office, ERP System, Laserfiche, SaaS, Salesforce
- Customer satisfaction
- Creative solutions
- Data-driven decision making
- Competitor analysis
- Time management
- Excellent communication
LANGUAGES:
Arabic
Native language
English
Proficient
C2
Swedish
Proficient
C2
French
Proficient
C2
Certification
- ISO 19011:2011 (ISO Internal auditor training) ISO Liban July 2017
- ISO 14001:2004 (Environmental management system foundation) ISO Liban July 2015
- ISO 18001:2007 (occupational health & safety assessment series foundation) ISO Liban July 2015
- ISO 19011-2011 (Quality systems internal auditor) ISO Liban July 2015
Timeline
Private Tutorial of Account Management & Client Relations Development
Volunteer
07.2023 - 07.2024
Project Assistant
M3 GLOBAL RESEARCH
04.2022 - 04.2023
Student Assistant
UTBILDNINGFÖRVALTNINGEN
05.2021 - 03.2022
Account Manager & Communications Specialist
COMMON EFFORT ORGANIZATION
03.2019 - 02.2021
Administrative Assistant
ABC KRAFTEN, staffing and Recruiting organization
07.2018 - 12.2018
Account Manager
WIDESTREAMS business and technology consulting company
06.2015 - 04.2018
Executive Assistant to the CEO and the Administration Department
ITG HOLDING, information technology company
05.2013 - 04.2015
- ISO 19011:2011 (ISO Internal auditor training) ISO Liban July 2017
- ISO 14001:2004 (Environmental management system foundation) ISO Liban July 2015
- ISO 18001:2007 (occupational health & safety assessment series foundation) ISO Liban July 2015
- ISO 19011-2011 (Quality systems internal auditor) ISO Liban July 2015
Masters - Communication for development
Malmö University
Master Course - Leadership
Linnaeus University
Bachelor's - Business Administration
Arts & Technology University
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