Customer Care
Resume:
PERSONAL INFORMATION
Laila Khan Rabuffetti
Via N Sauro 6 Legnano Milan Italy
**********@*****.**.**
Sex Female
Date of birth 25-12-1963
WORK EXPERIENCE
From 2001 – 2013
Customer care relations
Fiat Auto Spa. Viale Luraghi, Arese 20020 Milano Italy
Motorcar industry
Liaising with customers and dealers in regards to authorisation and extension of courtesy cars.
Ensuring vehicles are repaired and returned to customers in accordance to the procedure set by the company.
Giving assistance and support to dealer in regards to the cost, discounts and deliveries of spare parts
Ensuring repairs are carried out in the most cost effective manner.
Representing the company in relations with clients, ensuring their satisfaction and loyalty, providing them with the support and advice needed .
Determine the nature of the report and the resolution of the case from the standpoint of full customer satisfaction and in accordance with the procedure required.
Communicating with internal interlocutors the issues reported by clients and ensuring a proactive management of the complaint or request.
FROM 1990 – 1998
FROM 1982 – 1990
Airline Industry
Leading Stewardess.
Singapore Airline Ltd . Airline House, 25 Airline Road Singapore 8i9829. Singapore.
Coordination and management of business and economy class services.
Public relations and service in the first class.
Flight stewardess.
Public relation and services in business and economy class.
Education
From 1981 - 1981
Private secretary ship
Stamford Group of Colleges
Shorthand, typing and business study
From 1978 - 1981
Singapore - Cambridge General Certificate of Education ‘O’
Telok Kurau Secondary School. Singapore
English, English literature, Malay, Science Math and History
Mother tongue(s)
English
PERSONAL SKILLS
Other language(s)
UNDERSTANDING
SPEAKING
WRITING
Listening
Reading
Spoken interaction
Spoken production
Malay/Indonesian
C2
C2
C2
C2
C2
Singapore Cambridge General Certificate of Education
Italian
C2
C2
C2
C2
C1
Instituto Dante Alighieri.
Communication skills
Good and effective communications and people management gained through over 27 years of experience with Fiat Auto Spa and with Singapore Airlines.
Organisational / managerial skills
Leadership – responsible for a team of 11 people.
Job-related skills
Good management on difficult and angry customers. I am able to identify potential challenges, solve problems on the spot, to react instantly to manage situations and ‘difficult’ customers even over the telephone.
s
Computer skills
Good command of Microsoft word, Outlook and Excel
Driving licence
B
Awards
Certificate of appreciation from Singapore Airline for working beyond the call of duty.
ANNEXES
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