Manager Customer Service
Resume:
Marie-Katrin Frei
**** ********* ***, *** ***, North Hollywood, CA, 91601
Mobile: 424-***-**** Email: ***********@*******.***
Profile (Swiss nationality)
Dual-lingual (English and German) professional with leadership and team player excellence.
Multitasked with strong organizational and interpersonal skills, advanced MS Office
Focused on customer service and working to deadlines.
Career:
Date: Oct 13 – Jun 15
Company: ASIG - Aircraft Service International Group, London Heathrow
Position: Resource Planning Analyst
Key duties & responsibilities:
Work with Planning Manager to ensure that correct staffing levels are delivered through effective and efficient roster plans
Support the commercial team with RFPs and budgeting new and existing customers
Produce indicative staff utilisation figures (draft rosters, utilisation statistics etc) using flexible models for the purpose of costing new handling contracts
Undertake long- and medium-term staff utilization planning (seasonal planning) for all duties according to the requirements of customer airlines, traffic programmes and budgetary requirements
Ensure adherence in staff roster plans to legal restrictions on working hours, company policies and union agreements
Utilise specialist software for the analysis and production of resource plans
Assist with the integration of new customers into the rostering and reporting systems
Assist with the implementation of new or updated software for roster administration and reporting
Date: May 07 – Sep 13
Company: ASIG - Aircraft Service International Group, London Heathrow
Position: Roster Administrator
Key duties & responsibilities:
Responsible for creating and updating shift rosters (swaps, leave, sickness, overtime, new staff, leavers etc.) for check-in and boarding staff of customer airlines and ensure a covered operation
Answer telephone queries from staff related to pay, leave, rosters, training and sickness
Calculate shift pay and overtime pay, including deductions and track sickness for pay roll according to contracts
Date: June 06 – Apr 07
Company: Mintel International Group LTD, London
Position: Project Manager / Account Manager
Key duties & responsibilities:
Key account manager for Quality Assurance in Europe for Coca-Cola and Carlsberg. This involves constant contact with Client, providing all the administration to support the account, providing the client with regular status reports, ensuring that agreed service levels are maintained and improved.
Date: May 04 – May 06
Company: Jai Kudo Eyewear, Enyo LTD, London
Position: Customer Service Administrator Frames, Invoicing
Key duties & responsibilities:
Responsible for taking phone orders for frames from German and English speaking customers. Raising credit notes for faulty or returned frames.
Date: March 04 – April 04 Relocation to London
Date: December 01 – February 04
Company: Allianz Suisse Life & Pensions, Zurich
Position: Product Manager and Project Office
Key duties & responsibilities:
I managed the Project Office that deals with IT Projects within the company. This involved initiating and updating project plans (MS Project), project controlling, creating reports for management, writing newsletters for the intranet, organising meetings and preparing presentations.
Date: November 00 – November 01
Company: Cargologic, Zurich Airport
Position: Customer Relations and Contracts Manager
Key duties & responsibilities:
Date: June 99 – October 00
Company: Cargologic, Zurich Airport
Position: Team Leader Cargo Handling and Rapid Channel (Express Cargo).
Key duties & responsibilities:
Leadership of 15 employees and of the daily operation
Date: February 96 – May 99
Company: Cargologic, Zurich Airport
Position: Administrator Cargo Tracing and Cargo Handling
Key duties & responsibilities:
Administrator Cargo Tracing and Cargo Handling (including a three-month period of secondment to Swisscargo in Milan)
Date: August 95 – January 96
Company: Swissair, Manchester UK
Position: Flight Operation and Ticketing
Date: February 95 – July 95
Company: Swissair, Zurich Airport
Position: Commercial work experience Cargo Reservation
Date: August 94 – January 95
Company: Swissair, Paris
Position: Passenger Reservation
Date: August 92 – July 94
Company: Swissair, Zurich Airport
Position: Air Traffic Apprenticeship
Education
Date: August 90 – July 92
College: Juventus Business school in Zurich
Degree: Diploma of Business Administration
Date: February 1999 – June 2002
College: Zurich Business School
Degree: Master of Advanced Studies in Business Management
Other Achievements
First Certificate Cambridge [in English], December 1993, Zurich
Leadership training, 05.2000 – 10.2001
Advanced vocational training insurance, 09.2002 – 11.2002
University London City, Courses for adults, Project Management (March 2005)
Personal Details:
Date of birth 26th October 1974.
Nationality Swiss.
Married.
Full driving licence.
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