April 2008-Present:  Trilingual Customer Advisor, Hewlett Packard, Newcastle, UK   

Responsible for General Motors’ customers who are based in Switzerland. Sole consultant to use French, Italian and English on a daily basis to deal with product enquiries, complaints and assistance with parts and services. Tasks completed in rapid time to a high standard and considerably reducing previous backlog of enquiries by working fast and accurately. Required to have a pro-active working attitude whilst being open-minded, flexible and approachable. Have the ability to be a team player or to work on own initiative as and when required. Provide excellent customer service in a professional, polite and clear manner by paying attention to each individual’s needs. Continuously assist colleagues with their customers and volunteer for overtime. Key Performance Indicators (KPI) constantly increasing with my customers’ satisfaction due to my genuine dedication.

2007 – April 2008:    Customer Relations Executive, Flybe, Exeter, UK             

Handled both verbal and written customer feedback; provided prompt and professional replies in writing or on the telephone; managed appeal for litigation and service recovery effectively. Analysed customer feedback about their experience with Flybe and recorded details in the Customer Relations Management system. Communicated with relevant internal departments on customer feedback and ensured remedial actions and future improvements were taken to secure customer retention. Dealt with most foreign cases considering my language skills and reduced the backlog of enquiries by working to strict deadlines and by volunteering for overtime.

2006 – 2007:              Materials Controller, Flybe, Exeter, UK

Sourcing, buying and expediting material to support the hangar operation. Making sure that all items for BAE 146 aircraft were supplied in a cost effective and timely manner by communicating with several internal and external departments. Dealing with suppliers from all around the world, as well as liaising with the hangar production staff. Achieved good organisational and negotiation skills.

2005 – 2006:              Sales and Service Representative/Trainer, Flybe, Exeter, UK

Delivered a high level of customer-focused service. Handled various inbound and outbound customer requests with speed, efficiency, empathy and care. Effectively used the reservations system to service both existing and prospective customers, and promoted Flybe's products and services. I coached new starters and was the sales representative for the department, attending meetings and resolving any issues raised by the staff. I was relied upon and would always volunteer for overtime. I was highly regarded by Management as I was one of the top performers.

2005 – 2008:              Interpreter/Translator Devon and Cornwall Police, UK

Translator and Interpreter for the Devon and Cornwall Constabulary. Police station & court work.

2004 – 2005:              Telesales Executive, Archant South West, Exeter, UK

Understand the benefits of advertising in newspapers, magazines and on the web to local companies. Strong negotiation skills, with targets hit every week and expectations met and exceeded. Organised, professional and self motivated to succeed in a competitive marketplace. The ability to work on my own initiative as well as within a team environment. Understand the importance of customer care. Confident, resilient and commercially minded.

2003 – 2004:              Ground Crew Supervisor, Exeter International Airport, UK

Followed the correct procedure of manual handling of baggage from the conveyor belt to wheeled containers and from dollies onto arrival belt. Worked in the aircraft holds, loading and unloading baggage in accordance with the aircraft load sheet. Carried out accounting for checked baggage. I was in charge of the main loading bay.

2002 – 2003:              Part-time French Language Assistant, Plymouth College, UK

Assisted  teachers of French to deliver lessons in the classroom and I was involved in lesson planning and other language teaching tasks.

2002 – Present:         Part-time Proof-reader/Translator, LCD Publishing, Exeter, UK

Translate and proof-read magazines from English into French for young readers.

2001 – 2005:              Part-time French Recognised Teacher, University of Exeter, UK

Teaching oral and written French to undergraduate students.

LANGUAGE SKILLS:

Mother tongue:                      French

Bilingual:                                French, English

Fluent:                                    Italian

Good knowledge:                   Spanish

OTHER COURSES TAKEN:

April 2008-Present:                  Product Knowledge, Sales, Customer Care Courses, HP, Newcastle, England

August 2005-2008:                  Purchasing, Sales, Customer Care Courses, Flybe, Exeter, England

2004-2005:                             Sales & Customer Care Courses, Archant South West, Exeter, England

1995-August 2000:                  First aider, fully qualified & experienced Lifeguard, England

IT SKILLS & HOBBIES-OTHER INFORMATION:

Microsoft Office, Internet, Sales Software (Order Booking Assistant), SHARES, AIMS, ERes, Siebel, Lotus notes. Private tutor in French, Languages,Travelling, Basketball, Swimming. Full clean driving licence.

REFERENCES

Available upon request.