Customer Service Representative

CURRICULUM VITAE

Personal Information

Name : Agnes Simone van Oyen

Date of birth : 12-12-1975

Address : Edisonstraat 97-2

2561BC Den Haag the Netherlands

Phone number : 003**********

E-mail : **********@*****.***

Marital Status : relationship

Work Experience

Mar 2016 – current

Sep 2013-Mar 2016

Customer service Agent mortgages/ team captain ING bank

Answering call / Working conform the Agile Methodology

Work content: answering inbound calls on mortgages, general info, end of interest period, payments, intakes on advice appointments first-time mortgages, increasing of the mortgages intakes planning, contact with the advisers. Give information on insurance products connected with their mortgages, when possible give end to end service. Developed a workshop Client experiences and Expectations, coaching new colleagues

Customer Service Agent Flying Blue Cygnific/ KLM/AF

Answering calls and e-mails / working conform the Lean Six Methodology

Work content: answering inbound calls, making a booking, changing or cancelling a booking, offering products on board of the flights like seats or meals, answering general questions on member’s accounts, enrolments, answering e-mails and handling Personalized Assistance e-mails.

Jan 2010-Jun 2012

Customer Service Agent with a Travel Insurance Nationale Nederlanden

Assessing and processing claims.

Work content: Settlements of claims, correspondence with clients via letter or email or by phone, answering complaints, contact expertise companies when in doubt, contribute to departmental objectives.

March 2009 – Dec. 2009

Team captain private Stocks and Bonds Department ING Bank

As team captain, partly responsible for daily management of the Department. (36 FTE)

In 2009 moved up from telephone advisor to team leader.

Work content: contact for telephone advisors detect problems, address them if needed, information provision to telephone advisors with PowerPoint flashes and weekly e-mails or by coaching on the job, direct contact with BackOffice, Product Management, Development Management and customer service to provide better processes for the customer.

Oct. 2005- April 2009

Customer Service Agent Stocks and Bonds ING Bank

Handling mostly high end clients and Option traders.

Work content: assisting customers in placing stock and options orders, providing requested information about investing, information of stocks or stock exchange information, sales of other financial products, including savings / mortgage leads.

Sept. 1996 – Feb. 2000 Other Work experience

Dec 2001- Apr 2005 Telephone operator at a Cab Company in Utrecht

Oct 2001-Nov 2001 Administrative assistant outpatient clinic of a hospital in Zeist and Utrecht

Mar 2000-Apr 2001 Leader at a Children’s day-care /after school projects Stichting Utrecht-Oost

Aug 1999-Feb 2000 Trainee for occupational therapy in an elderly home, guiding residents in their daily activities, like baking, arts and crafts reading, exercising in a chair, day trips to botanical gardens.

Aug 1998- Jul 1999 Trainee for occupational therapy at a resting home for elderly people guiding residents in their daily activities.

School Certificates

Year

Studies

Location

1998-2000

Activity/ Occupational Therapist

ROC Utrecht MBO4+

1988-1994

2016

High school/ Havo (English, Dutch, economics 2, Chemistry, Biology, Maths - statistic Maths)

WFT basis (course on general banking, laws rules and regulations) + WFT Mortgage Credit (rules regulations laws)

KSG de Breul te Zeist

Home study, Official certificates from the Dutch Government Financial Department.

Languages

Expression Skills

Writing Skills

Dutch

vernacular

vernacular

Engels

Excellent

Excellent

Workshops/training

2016

2013

ING training on mortgages

Extended 6 weeks training on booking systems and communications skills

2009

Communications and coaching’s-training

2009

Nibe WWFT Basis Financial Dienstverlening

2006

Training on the Job extern, interview techniques for commercial purposes / compliance

2006

Teletrain: course Inbound as a selling opportunity

2006

ING beleggen training Stocks and Bonds elite line

2005

ING Beleggentraining Basis Beleggen (stocks and bonds communications skills)

Computer knowledge

Windows, Word, PowerPoint, Outlook, CMS en Total view, Office 365.

Hobbies and Interests

Travelling, cooking and baking, organizing dinner and game nights, reading, swimming, sailing, dancing, going to the theatre or movies.

Extra information

In 2005 I travelled and worked for several months in Australia.

Have no objection when it comes to travel times to and from work or moving. Grew up in my parents Pharmacies and work for them during my high school and college times, handling bills doing reception work.

Contact this candidate