Karine Métivier
Berlin
Summary
Over 20 years experience working in client focused environment. Worked in Property Management and Business Development until I transitioned into Customer Service. I have strong interpersonal skills and I excel in problem solving situation. Talent for understanding and addressing customer needs. Possesses knowledge of customer service principles and proficiency in problem-solving and active listening. Dedicated to fostering positive customer relationships and driving satisfaction through effective solutions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Resolution Specialist
The LEGO Group
08.2023 - Current
- Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
- Responsible for addressing escalated complaints and provide solution
- Provided accurate information about promotions, timeframe, delays, general queries
- Resolution of OST related task/cased
- Providing guidance and resolution to advisors
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- in contact with carrier
- Support Bricklink
Multi Language Advisor
The LEGO Group
06.2022 - 07.2023
- Providing customer service in French and English
- Engage with our customer across various channels including phone, email, and live chat
- Assess and solve problems quickly and confidently using the latest CRM tools
- Represent the LEGO brand through our unique tone of voice
- Prioritize and multitask to meet our customers’ expectations
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
Membership & Business Development Manager
Middle East Solar Industry Association (MESIA)
11.2017 - 10.2021
- Business Development and relations with members
- Responsible of increasing Membership Sales & Recruiting new members
- Monthly Report, Administration & Financial tasks
- Day to day operations
- Manage members survey, newsletter and conduct interviews for the monthly newsletter
- Organize membership activities and events
Property, Leasing & Owners Association Manager
Palma Holding
07.2016 - 09.2017
- Head of Property Management, leading a team of two Property Managers, and two Leasing Advisors
- Head of Owners Association, leading a team of four consisting of a Team Leader, FM Technician, Customer Service Representative and Group Assistant
- Board & Annual General Assembly Meeting Manager
- Management of subcontractors for maintenance, minor/major repairs and daily operations
- Marketing & Business Development
- Annual Budget Planning & Monthly Reporting
Property & Administration Manager
Neritum Limited
07.2013 - 06.2016
- Property & Administrator Manager for a high net worth Family Private Office
- Service Contract Management for the UAE, UK and Thailand
- Leading a team of four people (driver, two cleaning ladies and maintenance manager)
- Management of maintenance, minor major repairs and daily operations
- Recommendations, improvements and cost savings
- Tenant Management, leasing, renewal, notice to vacate, reinstatement, rent collection for the UAE Assets
- Management and issuance of insurance policies for properties and vehicles for all jurisdictions
Property Manager
CBRE Middle East
11.2011 - 06.2013
- Property Management for Al Maqtaa Village, a residential compound containing 170 units
- Leading a team of subcontractors maintenance workers and one assistant
- Tenant relations management, leasing, renewals, notice to vacate, reinstatement
- Management of maintenance, security, cleaning team, lifeguards (direct and indirect reporting)
- SOP implementation and KPI review for subcontractors
Property Manager
John Buck International, a Mubadala Company
11.2008 - 10.2011
- Property Management/Asset Management for the Abu Dhabi Media Zone twofour54
- Sustainability Manager – think green initiative
- Soft Service Manager: Leading a team of cleaners, security, pest control and hygiene services
- Service contract negotiations
- Management of maintenance, minor major repairs, and daily operations
- Policies & Procedures review and implementation
- Service provider training and special projects
Assistant Property Manager
Redcliff Metivier
10.2004 - 09.2008
- Assistant Property Manager for a commercial & retail property
- Management of utilities, rent collection and conducted viewings of units for prospective tenant
- Management of maintenance, minor major repairs, and daily operations
- Identification and provision of in-house signage (elevators, repertory, new tenants, floors)
- Development and implementation of the evacuation plan for emergency purposes
Education
Business Management -
University of Montreal - HEC
Montreal, QC01.2021
Fashion Marketing -
College Lasalle
Montréal, QC01.2005
Skills
- Time management
- Multi-tasking
- Critical and analytical thinking
- Excel at working in fast paced environment
- Conflict resolution, de-escalating situation
Certification
- RERA Broker Certification, Dubai, UAE, 2017
- Owners Association M-100 Certification, Dubai, UAE, 2017
- BOMA Go Green Training, Montreal, Canada, 2007
Languages
French
Native language
French
Proficient
C2
English
Proficient
C2
German
Elementary
A2
Timeline
Customer Resolution Specialist
The LEGO Group
08.2023 - Current
Multi Language Advisor
The LEGO Group
06.2022 - 07.2023
Membership & Business Development Manager
Middle East Solar Industry Association (MESIA)
11.2017 - 10.2021
Property, Leasing & Owners Association Manager
Palma Holding
07.2016 - 09.2017
Property & Administration Manager
Neritum Limited
07.2013 - 06.2016
Property Manager
CBRE Middle East
11.2011 - 06.2013
Property Manager
John Buck International, a Mubadala Company
11.2008 - 10.2011
Assistant Property Manager
Redcliff Metivier
10.2004 - 09.2008
Business Management -
University of Montreal - HEC
Fashion Marketing -
College Lasalle
- RERA Broker Certification, Dubai, UAE, 2017
- Owners Association M-100 Certification, Dubai, UAE, 2017
- BOMA Go Green Training, Montreal, Canada, 2007
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