Alexandra COELHO
Imbringen
Profil professionnel
Sales and customer management professional with experience in both B2B and B2C environments. I have more than twenty years working with corporate clients and several years managing field teams and service quality in the residential market. I enjoy supporting customers, solving issues and working closely with different departments. I am organised, calm, reliable and comfortable in multilingual environments. I adapt quickly and I like to bring clarity and structure to my work.
Vue d'ensemble
30
30
years of professional experience
10
10
years of post-secondary education
Expérience
Sales Manager – Client Relations , Coordination
POST Telecom SA
2021.10 - Current
- Managed the operational performance of 15 retail sites, ensuring service excellence and customer satisfaction.
- Handled sensitive cases, resolved incidents and implemented corrective actions to maintain a reliable customer experience.
- Coordinated daily with field teams, technical departments and commercial units to ensure consistent service delivery.
- Prepared reports, monitored KPIs and drove continuous process improvement.
- Trained teams, supported skills development and facilitated adoption of digital tools.
Section Manager – B2B Sales Support
POST Telecom SA
2020.07 - 2021.10
- Supported Sales and Key Account Managers to ensure high‑quality commercial offers and customer journeys.
- Coordinated with Presales, Project Managers and IT to resolve complex cases and streamline processes.
- Improved process reliability, reduced errors and strengthened operational quality.
- Led a major CRM migration project: planning, deployment, training and user support.
B2B Training Services – User Development, Support
POST Telecom SA
2018.11 - 2020.06
- Structured the service and optimised processes to improve data quality and operational efficiency.
- Coordinated with Sales, PMs and IT to support performance and customer experience.
- Designed training materials and delivered workshops and training sessions.
- Supported users in the field and facilitated adoption of digital tools.
Key Account Manager B2B
LUXGSM SA, POST Telecom SA
2001.09 - 2018.10
- Managed and developed a portfolio of strategic B2B clients with a strong focus on satisfaction and long‑term retention.
- Conducted regular field visits, monitored service quality and coordinated with technical teams.
- Analysed needs, proposed tailored solutions and optimised customer value.
- Negotiated contracts, renewals and commercial agreements.
- Contributed to growth through upsell, cross‑sell and improved customer journeys.
Administrative Employee
LUXGSM (CMD SA)
Luxembourg
1999.09 - 2001.09
- Processed and validated customer files with full administrative accuracy and compliance.
- Managed back‑office operations: service activation, request follow‑up, data updates and archiving.
- Coordinated daily with B2C and B2B teams to ensure consistent information flow.
- Handled documentation, filing and administrative tasks in line with internal procedures.
Administrative Employee
Paul Wagner et Fils
Luxembourg
1996.09 - 1999.09
- Managed billing processes, including verification, processing and follow‑up of customer and supplier files.
- Performed various administrative tasks: filing, archiving and service organisation.
- Provided secretarial support: correspondence, mail handling, agenda management and team assistance.
Formation
Gestion de projet - Fondamentaux et sa Certification -
House of Training
Talent Management -
POST Telecom SA
2019.01 - 2019.12
Train the Trainer -
POST Telecom SA
2016.01 - 2016.12
Les clés du coaching - Coach professionnel -
House of Training
2020.01 - 2021.01
Lycée Technique de Bonnevoie, section technique -
LTB
1991.01 - 1997.01
Apprentissage CATP - Employée de bureau, Services Généraux - Comptabilité
LTB
1996.01 - 1997.01
Compétences
- Human‑centred leadership
- Ability to unite and motivate
- Operational rigor
- Reliability
- Precision
- Attention to detail
- Strong organisation
- Effective priority management
- Fast adaptability
- Multilingual communication
- Continuous improvement mindset
- Calm and impactful presence
Interests
- Travel & cultural discovery
- Running, hiking, badminton, Zumba
- Reading and drawing
- Interest in technological innovation and personal development
Language
Portuguese
NATIVE LANGUAGE
English
Upper-intermediate
B2
French
Bilingual
German
Bilingual
Italian
Working proficiency
Technical Skills
MS Office (Excel, PowerPoint, Outlook), CRM systems, reporting tools, digitalisation tools, LMS, Jira, ServiceNow (ticketing).
Chronologie
Sales Manager – Client Relations , Coordination
POST Telecom SA
2021.10 - Current
Section Manager – B2B Sales Support
POST Telecom SA
2020.07 - 2021.10
Les clés du coaching - Coach professionnel -
House of Training
2020.01 - 2021.01
Talent Management -
POST Telecom SA
2019.01 - 2019.12
B2B Training Services – User Development, Support
POST Telecom SA
2018.11 - 2020.06
Train the Trainer -
POST Telecom SA
2016.01 - 2016.12
Key Account Manager B2B
LUXGSM SA, POST Telecom SA
2001.09 - 2018.10
Administrative Employee
LUXGSM (CMD SA)
1999.09 - 2001.09
Administrative Employee
Paul Wagner et Fils
1996.09 - 1999.09
Apprentissage CATP - Employée de bureau, Services Généraux - Comptabilité
LTB
1996.01 - 1997.01
Lycée Technique de Bonnevoie, section technique -
LTB
1991.01 - 1997.01
Gestion de projet - Fondamentaux et sa Certification -
House of Training