| Bilingual and proactive professional with proven success spanning France and Ireland for a global provider of products, systems, services and solutions for the industry, energy and healthcare sectors - necessitating strong cultural awareness and the ability to adapt quickly to changing environments. Strong team builder, accustomed to project management and coordinating resources effectively to achieve targets within often stringent constraints. Energetic, dynamic, relishes challenges and demonstrates in-depth analytical and strategic ability to facilitate operational and procedural planning. | |
PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS
Level 2 EFC Analyst
Siemens SIS, Cork, Ireland 2008 - present
Initially employed as Level 2 Agent / deputy Manager for the French team, overseeing team administration and support in relation to internal processes while showcasing advanced IT skills; following success in this role, gained promotion in May 2009 to Level 2 EFC Analyst within the Executive Feedback Centre:
• Managing escalations from VIP customers within strict time and service constraints;
• Coordinating processes between different services;
• Overseeing issues relating to customer feedback and relationship management;
• Leading statistics analysis;
• Facilitated the timely completion of ad-hoc administrative activity.
Key achievements
• Championed improvements to global processes;
• Successfully trained and mentored new staff as Level 2 Agent - playing a key role in their development;
• Coordinated functions associated with quality monitoring and management;
• Maintained, monitored and exceeded Service Level Agreements;
• Played an integral role in the consistent delivery of targets.
Sales Assistant
Centra, Cork, Ireland 2006 - 2008
Championed the continued delivery of service excellence, alongside energy, drive and enthusiasm in support of ongoing business development.
Key achievements
• Forged, maintained and nurtured key client relationships;
• Facilitated the development of a Customer Relationship Management system;
• Adopted a collaborative approach as part of a multifaceted team, promoting the continued drive towards a \'customer-oriented culture\';
• Dealt tactfully and diplomatically with any escalated customer concerns;
• Showcased superior time management, planning and organisational skills.
PROFESSIONAL EXPERIENCE AND SIGNIFICANT ACHIEVEMENTS, CONTINUED
Supervisor
Troyes Direct, Olonne sur mer, France 2007
Provided leadership, motivation and strategic direction to staff - organising, prioritising and delegating functions to satisfy fluctuating business and customer demand.
Key achievements
• Earned a reputation amongst peers as a strong team builder and facilitator, committed towards the continued delivery of service excellence;
• Harnessed superior decision making and judgement skills on a daily basis;
• Consistently met / exceeded often strict sales targets;
• Interfaced daily at a senior level in relation to day-to-day operations;
• Identified staff training and development needs to support ongoing performance management.
TECHNICAL SKILLS
• MS Office suite
• Microsoft Server 2003 / 2008
• Microsoft Exchange 2003 / 2007
• ITIL
• Active Directory
• Citrix Client
• CheckPoint
• TCP IP v4
• Xerox network printing solutions
• Genesys
• Linux / Windows Operating Systems
• Antivirus / Firewall solutions
• HTML, Batch, VBA, JS scripting
• PHP / MySql, Visual Basic, C/ C+ programming
| |
