Project Manager Customer Service
Resume:
David Poussif C U R R I C U L U M V I T A E
Project Manager
1
Mobile
Date of Birth
Nationality
Languages
Blog
ac28lx@r.postjobfree.com
Italian
English, Italian, Spanish, Portuguese
ubuntutravelblog.wordpress.com
Career
Details
Freelance, Travel blogger, Africa
April 2016 – August 2017
eKomi, Project Manager, Berlin
November 2014 – November 2016
Mindpearl – American Airlines, Team Leader and Quality Analyst, Cape Town December 2012 – December 2013
Mindpearl – American Airlines, Customer Relations, Cape Town May 2012 – December 2012
La Casa Escuela de Español, Spanish teacher, Cape Town January 2012 – May 2012
BEST: Board of European Students of Technology, Events Organizer, Milan September 2008 – September 2010
Education Politecnico di Milano: Electronic Engineering – 3 years High School: Matric 2007 I.E.S. “Emilio Prado” – Málaga, Spain Awards: Malaga Mathematical Olympiad – 4th place
Career
Summary
I have plenty of experience in a variety of fields such as managing, tutoring, organizing, customer relations, web design and administration; thanks to my current and previous experiences.
I am also an extremely reliable and hard working person with great organisational skills who works well in a team or by myself. I am not afraid to take on new challenges and always give 100% of myself to any task.
Technical
Skills
Jobs
Description
Computer literate. Mac and PC. Microsoft Office. Word, Excel, Power Point, Access.
Internet. Firefox, Google Chrome, Mozilla, Opera.
Adobe. Adobe Photoshop, Dreamweaver.
Web programming languages: php, html, java script, MySQL. Use of WordPress.
Salesforce, JIRA, Agile Methodology, SABRE, CRM, SAP. Role: Project Manager for UK, Spanish and Italian markets Organization: eKomi
Location: Germany, Berlin
Period: November 2014 – November 2016
Duties:
Assist Sales department with technical documentation and approve contracts.
Create and execute project work plans for Customer Feedback Generation systems for e-Commerce Enterprise customers.
High Level direct communication with clients, before and after contract signing, with consistent and conscientious documentation of project work.
Serve as interface between sales, engineering and product development.
Weekly communication meetings with Team and Supervisors to review projects. Achievements: Demonstrated abilities to CEO through presentation of Test-shop Project David Poussif C U R R I C U L U M V I T A E
Project Manager
2
Role: Team Leader for the Italian market
Company: American Airlines through Mindpearl
Location: South Africa, Cape Town
Period: December 2012 – December 2013
Team members: 12 Italian Customer Sales and Service Representatives Duties:
Managing the day-to-day performance of Customer Sales and Service Representatives in the contact centre. Monitoring adherence to shifts and scheduled breaks, attendance, call quality and handling time.
Leading and coaching the Team. Supervising, developing and motivating the team members.
Providing technical support and handling customer’s escalated calls.
Providing new policies and procedures training to team members and follow up.
Liaising with Managers, Operations, Quality, HR and other Departments within the call centre and airline regarding real-time resource allocation, call volumes, call patterns, advising of issues affecting CSSR performance, proposing solutions to implement changes to maximise productivity and overall contact centre results.
Achievements: Managed a Team of 13 people aged 23 to 42 and their performance. Role: Customer Relations, Italian and Spanish markets Company: American Airlines through Mindpearl
Location: South Africa, Cape Town
Period: May 2012 – December 2012
Duties:
Understanding and remaining updated on airline’s brand, systems and products.
Reporting to Team Leader and follow guidelines to meet require standards of productivity.
Investigating cases of complaints and determining an appropriate compensation and solution for the customer and the airline according to the industry ́s policy and legislations. Achievements: Promoted to a Supervisor position within 6 months. Role: Spanish teacher.
Company: La Casa Escuela de Español.
Location: South Africa, Cape Town.
Period: January 2012 – May 2012
Duties:
Teaching the Spanish language: written and oral.
Presenting the Spanish speaking countries’ culture to the students.
Identifying areas in which certain students struggled the most and introducing innovative ways to explain different concepts.
Motivating. Maintaining certain level of entertainment and enthusiasm in the class.
Preparing and updating material which includes grammar, vocabulary, syntax and listening for any level. Conducting and evaluate examinations.
Achievements: Taught a class of 4 students to have a basic conversation in Spanish in 2 months.
Role: Events Organizer.
Organization: BEST: Board of European Students of Technology. Location: Italy, Milan.
Period: September 2008 – September 2010
Duties:
Organizing events. Assisting on the process of creation and completion of events such as engineering competitions, fund raising and recruiting campaigns, university courses, trainings and leisure events.
Participating on meetings and other forms of communication on a daily basis.
Assuming roles and responsibilities in the structure of the association. Integrate with the team, understand the international structure of the organization and the local groups. Achievements: Single-handedly organized an international trainers' meeting.
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