Emilie WINDENDAEL

En résumé

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

• Angelique THIMOQUE

• Aude ROBIN

• Benoit GIMBERT

• Corinne HANON

• Fanny PÉGARD

• Guillaume PERUCHA

• Sarah MORILLE

• Stéphanie GASSER