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Emilie WINDENDAEL

WATERLOO

En résumé

A bilingual (French and English) customer focused professional with strong computer skills. I have a Diploma in "Information and Documentation for Companies" and have enjoyed a wide variety of work experience in the customer service industry.

Mes compétences :
Data Entry
Software skills
Report writing
Managed the database
Hybrid maintenance support
Call handling
Responsible for classifying account files
Microsoft Word
Microsoft PowerPoint
Microsoft Internet Explorer
Microsoft Excel
Microsoft Access
Lotus Notes/Domino
Database Maintenance
english
Service client

Entreprises

  • FREELANCER - CONSULTANT - English teacher

    2014 - maintenant
  • EMC - Associate Schedule & Dispatch Specialist

    Bezons 2014 - 2014 Associate Schedule & Dispatch Specialist

    * Perform phone screening of calls accepted from Technical Support, Field support or Customers. ;
    * Prioritize calls with customer, orders parts and dispatches corrective maintenance Customer Engineers as appropriate. ;
    * Tasked with calendar managing multiple disciplines such as Partner and hybrid maintenance support. ;
    * Creates service requests for field engineers as needed. ;
    * Monitors and balances the workload of all assigned corrective maintenance engineers. ;
    * Identify appropriate resource and dispatch for those calls that can't be reconciled remotely. ;
    * Orders parts for the service engineers to expedite call handling. ;
    * Tracks employee utilization data and updates appropriate systems with service information/details in addition any other pertinent customer information.

    Trend Micro - Cork, Ireland :
    Technical Support Helpdesk Analyst:
  • Trend Micro - Helpdesk analyst

    Rueil Malmaison 2011 - 2014 * Effectively interact with other members of the team to provide solutions to customer service and minor technical issues.
    * Study trends in incoming cases or unusual cases and report issues to management.
    * Maintain and monitor Partners' contact information within the systems.
    * Help maintain operational efficiency in the team by validating support request and queue management tasks.
    * Perform monthly event driven surveys and provide input & assistance to drive CSAT.
    * Maintain the technical support section of the partner portal and other documentation for the team.
    * Participate in project work undertaken by the team. ;
  • Isaacs Hotel - Receptionist

    2008 - 2011 Receptionist: Operate an efficient and customer focused reception service whereby all customers/calls are dealt with in a timely professional and friendly manner. The duties include managing reservations from websites/phone/e-mail, informing and helping customers, handling customer complaints, validating invoices and payments, creating and maintaining an efficient filing system, co-ordinating customer travel arrangements. Use of Portfolio software.
  • Starwood Hotels and resorts - Reservation Sales

    2007 - 2008 Reservation Sales Associate: French and English point of contact to make or modify customer reservations throughout the global Starwood hotel chain.
  • The Victoria Hotel - Receptionist

    2007 - 2007 Receptionist: Answered phone calls, made reservations, checked in/out guests, cashed out, managed the database using Hotsoft software.
  • WHK Greeting Accounting - Filing Clerk

    2005 - 2005 WHK Greeting Accounting - : Responsible for classifying account files and data entry.
  • Credit Agricole - Bank Counter Clerk

    Montrouge 2003 - 2003 Credit Agricole - : Provided customer service and assisted customers with account queries. Involved in data entry, reception and administrative services.
  • Perigord Museum - Librarian

    2003 - 2003 Museum of Perigord - : Duties included classification, indexing, data entry, database maintenance and creation of a new classification with pre-historic theme.
  • Conseil Général de la Gironde - Librarian

    Bordeaux 2002 - 2002 Conseil General de la Gironde - : Duties included classification, indexing, assist with the use of a thesaurus and synthesis, creation of a classification system for maritime subjects.

Formations

  • I To I - TEFL Course Provider (Waterloo)

    Waterloo 2014 - 2015 TEFL -Teaching English as a Foreign Language
  • Université Michel De Montaigne Bordeaux (Pessac)

    Pessac 2001 - 2003 DUT Information et Documentation d'entreprise
  • IUT Michel De Montaigne Bordeaux 3

    Bordeaux 2001 - 2003 DUT Information et Documentation

    IUT Michel de Montaigne, Skills developed: Documentalist/Librarian and software skills, report writing, indexing, classification, information sourcing, management & documentation ;
  • Lycée Jay De Beaufort

    Perigueux 1998 - 2001 Baccalaureate Degree

Réseau

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