Customer Care Service

Florence A. Roudet

**** ** **** *****

Plantation, FL 33322

Tel: 954-***-****

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

Career Summary and Areas of Expertise

Extensive management experience in high volume call center environment

Monitor, train and coach teams for quality assurance purposes and selling best practices

Customer Relations and Customer Care

Excellent writing (French and English), analytical and proficient computer software skills

Excellent communication (French and English), organizational and negotiation skills

Highly adaptable, flexible, fast learner and motivated

Ability to multi-task

Technical and Special skills

GDS: Extensive Amadeus, Sabre

CRMs and IVRs: Aspect, Dynamics, Genesys

Microsoft Office 365, Amazon WorkSpaces, Citrix

Fluent (written and spoken) English and French

Remote work ready

Professional Experience

Maximus, US -Remote May 2021 - Present

Supervisor-Operations (Projects: CDC-VAX/ Federal Department of Education -Student Loans division)

Supervise the work of customer service representatives (CSR) to ensure adherence to quality standards, deadlines and proper procedures, correcting errors or problems as needed

Interview and recommend hiring and promotion of contact center staff, through partnering with Human Capital

Develop work schedules and assign duties to direct report personnel to ensure efficiency

Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources.

Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Capital on resolving problems.

Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees receive the adequate rest and meal breaks.

Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports.

Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis.

Participate in meetings and recommend changes to policies and procedures.

Assume leadership responsibility for departmental tasks and contact center activities as required.

Support and enforce contact center expectations.

Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.

Assist direct reports with escalated issues or cases as needed

Plane Travel - Pompano Beach, Florida October 01 – March 30, 2020

Office and Logistics Manager

Direct logistics operations, including shipping and receiving of wide range of products daily.

Conduct research to address shipping errors and packaging mistakes.

Manage annual freight budget of $1M.

Handle day-to-day shipping and receiving overseeing more than 50 packages per day.

Work with vendors to schedule more than 10 daily pickups and 10 charters weekly deliveries.

Plan and supervise shipments from production to end-user and scheduled daily and weekly routes.

Expedite resolutions of shipping errors and packaging mistakes.

Assess and target customer needs to forge and cultivate productive relationships and maintain top satisfaction levels.

Administer sales orders, as well as processed and documented transactions.

Lead value-added customer service team that consistently over-delivered on customer expectations.

Direct staff of 8 personnel.

Oversee office inventory activities, including ordering and requisitions, stocking and shipment receiving.

Maintain computer and physical filing systems.

Qatar Airways – Contact Center, Fort Lauderdale, Florida

Customer Service Supervisor March 01 – September 30, 2020

Lead a team of 14 Customer Service Agents (CSA) handling inbound reservations and support calls

Generate revenue through selling, cross-selling, up-selling

Train and coach new and current team members on products, policies and procedures

Ensure high level of Customer Service is attained on all calls and other communications

Coordinate with Operation team to maintain staff roster based on business requirements and continuity

Analyze team reports and calls monitoring to assist in identifying training needs to improve team performance

Set targets and objectives for the team aligned with company objectives

Responsible to meet all KPIs outlined in KPIs scorecards

Hold regular meetings about team performance, discuss tasks delegation and review issues

Recognize and alert upper management of trends in customers calls through calls monitoring

Prepare monthly agent performance report and provide applicable individual feedback

Handle customer calls and complaints that have been escalated over the phone or in writing

Handle high revenue customers and travel agencies requests

Provide floor presence to check, assist and guide staff through complex situations

Quality Lead Agent July 8, 2013 – February 28, 2020

Monitor all CSAs and score them against Qatar Airways Quality score card reaching target goal of 90%

Assist as needed Team Leaders with monthly one-on-one coaching sessions with new and existing CSA to discuss areas of improvement and set goals and objectives

Analyze CSA performance and strategically liaise with training coordinator for necessary briefings and/or trainings

Provide on-going constructive verbal feedback to all CSAs and deliver personalized monthly quality recaps

Conduct briefings on new products and services or changes to existing procedures

Plan and conduct trainings – Specialized in Selling Skills training

Communicate with various internal departments locally and abroad as well as with headquarters in Doha

Air France - Contact Center, Sunrise, Florida

Joint Venture Customer Care Specialist August 2011 – December 08, 2012

Assist legal department and government agencies in resolution of legal and highly sensitive claims (passengers with disabilities, Social Medias initiated cases)

Manage, investigate and process high value customer care claims and complaints on behalf of Senior and Executive management

Ensure that legal claims are processed and handled in a timely manner

Provide quality assurance and statistical analysis on the Customer Care department activities

Establish quality controls with partners to ensure that specific verbiage standards are fully met in the English and French languages

Customer Affairs Specialist September 2005 – July 2011

Act as Customer Care Manager as needed

Assist Customer Care Manager on budgeting, forecasting staff and day-to-day operations

Schedule staff according to operational needs

Team-up with company legal department in order to use correct legal phraseology and minimize possible legal issues

Liaise with the U.S. Department of Transportation for complaints involving disability or alleged discrimination minimizing negative impact and making sure responses to clients are consistent with company policy

Compose up to 5 ad-hoc responses and letters per day to most sensitive complaints (VIP, difficult explanations, Media involvement) on behalf of Sales, Senior and Executive management

Provide revisions to the other letter-writers in the department in both style and substance

Contact important clients to resolve issues diplomatically above supervisory level

Negotiate with internal and external clients to determine the best solutions for the company

Anticipate section needs within the department and redeploy resources in order to ensure productivity and quality

Education

1991-1993: Lycée Bossuet, Lannion, France. BTS Tourisme option “Conception” (Brevet de Technicien Supérieur) equivalent to Bachelor level in Tourism and Hospitality. Graduated in June 1993

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