ParismaintenantProviding first line support to clients as part of a team supporting niche high-margin products.
I am responsible for delivering high quality telephone support on all data/technical/systems/financial/markets functionality issues relating to Reuters Transactions products.
One of the main roles is ensuring the accuracy of the data which is collected in Reuters CRM system and focusing on reaching the targets Reuters has set around Service for its clients in resolving problems.
In the Transactions desk I specialise in supporting Reuters products aimed at the FX and Money markets essentially Reuters Dealing 3000.
- I support Reuters Dealing 3000 users through out their functionality queries in order to customise their workspace (EMEA zone).
- I provide troubleshooting on connectivity issues and technical hardware deficiencies.
- Also as a frontline support I liaise with different teams (Field Service, Distribution Management, 2nd level specialists, Account Team, Client trainers) when issue requires escalation and ensure client is keeping informed of the progress
The benefits from this position so far are:
• Aiming for excellence in service to customers for every queries
• Logical approach to problem solving
• Interacting with other Reuters products such as Reuters 3000 Xtra, Next Generation Trading Products (Reuters Trading for FX, R. T. for Fixed Income, R. T. for Notification Service)
• Gain of knowledge on financial markets specially Foreign Exchange and Money Market
• Able to work under pressure due to the financial risks involved in every transaction
• Interested in the technical aspects of delivering Financial trading capabilities
• Studying global financial markets via company’s e-learning programme (8 exams to be passed)
• Great awareness from real time news and exposure to economic events
Shopzilla
- Account Executive
Los Angeles2006 - 2007Managing around 250 accounts small & medium size, budget was <500€/account/month. Clients were based in France.
My position involves mainly 3 roles:
Technical role
- Troubleshooting - Responding to existing customer requests regarding technical issues (integrate data feed from HTTP location or create FTP one, images not showing, products not correctly displayed, etc…)
- Interacting with technical and product groups to ensure advertising campaign issues are resolved in a timely manner
Customer Service role
- Providing high quality customer service to Shopzilla paid search advertisers utilizing clear and concise telephone and email communication skills
- Responding to existing customer requests regarding advertising opportunities, billing inquiries and click activity reporting, etc…
Sales role
- Ability to explain advertising benefits of Shopzilla to prospects that have registered and convince Non-Revenue accounts to fund
- Analysing with customers the return on investment of their campaign in order to gain more sales and to improve their visibility on the website. Convince to increase the campaign budget if the return on investment if profitable
- Ensuring retention/winback in order to growth net numbers of accounts
The benefits from this position are:
• Gain of E-Commerce knowledge & Internet businesses
• Excellent telephone manners as well as Excellent written and interpersonal communication skills
• Analytical and research skills, attention to detail solving technical issues using comprehensive tools
• Gain of Project management skills: ability to work independently, to self-motivate, to take on new challenges and to reach targets
• Ability to work under pressure and towards targets
• Able to multitask working daily with 5 applications on one screen
• Ability to convince and sell
