Mes compétences :
Gestion des ressources humaines
Team building
Recrutement
Quality Management
Hoteles y Agencias de viaje
Formation
Management
Sales
Gestion de la relation client
Hotel de lujo
Customer service
Entreprises
Splendia
- Customer service & Sales Manager
2015 - maintenant- Achieving Sales goals
- Setting incentives & payroll
- Establishing budget, roadmap & KPIs
- Monitoring flow quality (calls and emails)
- Leading team meetings and one to one meetings
- Updating documentation
- Dealing with important Customer Service related issues
- Interviewing candidates and recruiting
Splendia
- Senior Customer Consultant
2010 - 2015- Supporting and supervising customer service team
- Ensuring excellent customer service was delivered by agents
- Increasing Sales
- Controlling daily statistics (level of team's sales)
- Training new employees
- Planning shifts
- Handling inbound and outbound calls ( pre-booking and post-booking )
CPM Barcelona
- HR MANAGER
2006 - 2010- Establishing and filling in contracts
- Registering new employees to Social Security and INEM
- Managing internal and external recruitment.
- Contacting and negotiating with temporary agencies (hourly rate)
- Assessing team leaders' achievements and organizing training sessions.
- Preventing occupational risks
Grupo HOTUSA
- Trilingual tourist agent
2006 - 2006- Organization of touristic tours for french groups
- Follow up of the accounts
Air France
- Hostess - VIP lounge
Roissy CDG 2005 - 2006- Management of the VIP lounge at the Airport
- Management of employees : cleaning ladies and waitresses
- Managing the stock of drinks and food.
- Passenger services, flight information and ticketing
CPM Barcelona
- Customer Service & Sales Manager French - Belgian - Swiss
2003 - 2005- Increase of sales
- Coordinating and managing Customer Service team ( 20 employees )
- Dealing with admin procedures and HR
- Hiring and training new employees
- Organizing one to one and team meetings
