Customer Service Quality Assurance

Christophe Midavaine

** ************** **** ****** **** 5PN

(M) 075******** (E)

**********.*********@*******.***

Summary

Skilled trilingual French/Dutch and English customer

service agent/ team leader with experience in the call

center industry. Familiar with MS office.

Highlights

High customer service standards

Skilled in call center operations

Talented client relations manager

Call center management experience

Conflict resolution proficiency

Exceptional multi-tasker

Strong time management skills and the ability to

prioritize a busy workload

Fluent in French, Dutch/ Flemish and

English

Proficient with Microsoft Office Suite

Familiarity with Key Performance

Indicators (KPIs)

Customer Relationship Management software (CRM)

. Service solutions expert

. Dedicated to process improvement

. Exceptional workflow management

. Adheres to customer service procedures

. Cheerful and energetic

Accomplishments

Cross-trained 5 new call center representatives.

Consistently commended by superiors for resolving

volatile customer situations quickly and courteously.

Exceeded corporate target for customer satisfaction for

4 months in a row.

Experience

10/2012- present FG Wilson Belfast (temporary contract)

It Analyst

Remote support of desktop operating systems and

applications including Windows, Lotus Notes and MS

Office.

Remote support of production applications including SAP and Auto-CAD.

Remote support of IT infrastructure including networks, active

directory and Unix.

Incident management of high impact IT Issues impacting production

07/2012 - 10/2012 Teletech Belfast (temporary contract)

Customer Service Representative

Effectively managed a high-volume of inbound and

outbound customer calls. Addressed and resolved

customer product complaints empathetically and

professionally.

Provided accurate and appropriate information in

response to customer inquiries. Gathered and verified

all required customer information for tracking

purposes. Maintained up-to-date records at all times.

04/2012 - 07/2012 Cofidis (Temporary Agency Randstad) Tournai

(Belgium)

CSA/ Credit Controller

Performed daily maintenance of the loan applicant

database.

Closely monitored the performance of current portfolio

of specialty loans and made changes to achieve

performance targets.

Identified problem areas within the loan portfolio,

analyzed risks and suggested appropriate solutions.

Answered clients' questions about the purposes and

details of financial plans and strategies.

Interviewed clients to determine current income,

expenses, insurance coverage, tax status, financial

objectives, risk tolerance and other information needed

to develop a financial plan.

Collected member loan payments.

Maintained confidentiality of bank records and client

information. Maintained friendly and professional

customer interactions.

04/2011 - 02/2012 Mercedes-Benz Brussels (Belgium)

Customer Representative / sales support financial

Services B2B

Identified prospective customers using lead generating

methods and performing an average of 60 cold calls per

day. Sold car leasing and renting products to

businesses and affinity groups within assigned

territory using consultative selling techniques.

Developed and maintained long-term relationships with

policyholders and small business entities. Made

reasonable procedure exceptions to accommodate unusual

customer requests.

Worked with upper management to ensure appropriate

changes were made to improve customer satisfaction.

Properly directed inbound calls in phone queues to

improve call flow. Effectively managed a high-volume of

inbound and outbound customer calls.

Made reasonable procedure exceptions to accommodate

unusual customer requests.

03/2010 - 04/2011 Homeserve Ghent (Belgium)

Customer Representative / assistant team leader

Sold home and other various insurance products to

individuals and affinity groups within assigned

territory using consultative selling techniques.

Participated in various incentive programs and contests

designed to support achievement of production goals.

Managed and recorded all leads from outbound telephone

marketing. Collected customer feedback and made process

changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate

unusual customer requests. Addressed and resolved

customer product complaints empathetically and

professionally.

Provided accurate and appropriate information in

response to customer inquiries. Led a team of customer

service representatives to increase service center

profitability. Facilitated information flow between

customer service, account management operations,

quality assurance, training and payroll departments to

guarantee call center objectives were met.

Developed all process controls and metrics for daily

management of the Call Center. Sold auto, home, life

and other various insurance products to individuals and

affinity groups within assigned territory using

consultative selling techniques. Identified prospective

customers using lead generating methods and performing

an average of 60 cold calls per day. Developed and

maintained long-term relationships with policyholders

and small business entities.

12/2008 - 01/2010 CallCenter Plus Bornem (Belgium)

Call center manager / Entrepreneur

Contacted new and existing customers to discuss how

their needs could be met with specific products and

services.

Conducted business to business telephone sales. Set

weekly goals for 7 inside sales representatives.

Cross-trained and backed up other customer service

managers.

Created training manuals targeted at resolving even the

most difficult customer issues.

Adhered to all confidentiality requirements at all

times.

Met all customer call guidelines including service

levels, handle time and

productivity.

Recruited, managed and mentored an average of 2 new

customer service representatives per year.

Promptly responded to inquiries and requests from

prospective customers.

Assumed ownership over team productivity and managed

work flow to meet or exceed quality service goals.

Strong leader of customer support staff.

Scheduled staff shifts to cover peaks and lulls in

customer inquiries. Interviewed, hired and trained new

quality customer service representatives. Trained staff

on operating procedures and company services.

Provided accurate, specific and timely performance

feedback for CSRs. Effective liaison between customers

and internal departments.

Developed rapport with the customer base by handling

difficult issues with professionalism.

01/2003 - 10/2008 Call in Style BVBA Mechelen (Belgium)

Customer care Team Leader

Prepared reports and communication for senior

management and clients. Formulated and enforced Service

Center policies, procedures and quality assurance

measures.

Provided incentive to increase productivity by offering

employees awards for best customer service.

Led the selection and implementation of a new phone

system.

Oversaw call center employees to ensure customer

satisfaction goals were consistently met.

Provided cross training to 7 staff members.

Conducted performance reviews for all Customer Service

Representatives to reduce resolution time and improve

customer satisfaction rates.

Trained staff on how to improve customer interactions.

Assisted with the development of the call center's

operations, quality and training processes.

Managed call center from initial start-up to full

operational status.

Led a team of customer service representatives to

increase service center profitability. Developed all

process controls and metrics for daily management of

the Call Center. Met or exceeded service and quality

standards every review period.

01/2002 - 12/2002 Intrum Justitia Ghent (Belgium)

Team leader Inside sales department B2B

Acted as a liaison between outside sales

representatives and accounts.

Contacted new and existing customers to discuss how

their needs could be met with specific products and

services.

Managed call center from initial start-up to full

operational status.

Developed new client retention strategies resulting in

an increase of over 7%. Improved call center

functionality and service capacity by resolving

customer complaints efficiently and quickly.

Led a team of customer service representatives to

increase service center profitability. Met or exceeded

service and quality standards every review period.

Facilitated information flow between customer service,

account management operations, quality assurance,

training and payroll departments to guarantee call

center objectives were met.

Developed all process controls and metrics for daily

management of the Call Center. Properly directed

inbound calls in phone queues to improve call flow.

Assisted with the development of the call center's

operations, quality and training processes.

Analyzed call volume and average call time to monitor

Customer Service Representative performance and

productivity.

Trained staff on how to improve customer interactions.

Informed customers about sales and promotions in a

friendly and engaging manner.

04/2001 - 10/2001 Renaissance Cruise Lines Port Canaveral (USA)

Purser / Public relations

Greeted, registered and assigned cabins to passengers

of cruises.

Issued room keys and escort instructions to bellhops.

Kept records of room availability and guests' accounts,

manually or using computers. Made and confirmed

reservations. Performed bookkeeping activities, such as

balancing accounts and conducting nightly audits.

Posted charges for rooms, food, liquor, or telephone

calls, to ledgers manually or by using computers.

Verified customers' credit and established how the

customer would pay for the accommodation. Computed

bills, collected payments and made change for guests.

Contacted housekeeping or maintenance staff when guests

reported problems.

04/1991 - 04/2001 Mon Idee M/S

Second to the captain

Worked as a second of the captain on my father's ship,

and transported goods over the European canals for many

years.

Education

1991 Zusters Maricolen, BrugesBelgium

Sales/Commercial Bachelors degree

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