Kennis, opleidingen en ervaring:

Opleiding: HBO/ HTS

Stages en werkervaring: Customer Service Agent, ACN Communications
2010 – 2011

Handling incoming calls and e-mails from independent representatives and customers, resolving representative and customer issues at first contact as much as possible, escalating to the appropriate department according to procedures, logging all incoming calls for the ACN digital video phone.

Main daily task are account inquiries, payments and shipping details, direct debit data handling and escalations.

Volunteer Assistant English Teacher – In Holland Amstelveen
2009 – 2010

Approached by an ex colleague to Assist him with his English Class twice a week and also take 1 hour of those classes in each session, preparing topics for the hour and in class task work, also inter-conversational sessions with the adult students, also accessing their work during the lesson and giving feedback.

Skills I gained and strengthened through this role are: report reading/feedback, correspondence, public speaking and presentations/ Assignment work, accessing individual progress of each person.



Retail Customer Care Representative at TomTom
2006 - 2009

In this role, I had daily contact with retailers, giving them pre-sales advice and assisting in challenges they may have with the customers and devices, including booking in devices that needed to be returned for repair. I also assisted in daily escalations to and from the logistics department and dealt with selected cases sent via supervisor. I also acted as a mentor for the UK team.

Skills I gained and strengthened through this role are: report reading, escalations, complaints correspondence, electrical troubleshooting, computer diagnostics and repair, client relations, Word, Excel, Powerpoint.

Customer Service/After Sales Advisor at TW4
2005 - 2006

I started out in this position by handling customer queries and taking orders, dealing with payment and membership administration, answering members email and taking the correct action for Time Life section of the company. I was later trained to work in the National Geographic department, again handling customer queries and taking orders, dealing with payment issues, administering memberships, answering members emails. This time, however, I was doing this for a more international and specific group of customers.

Skills I gained or strengthened in this role are: complex report reading, client correspondence/relations.

Customer Contact Agent at Motivation
2004 - 2005

In this role I was responsible for contacting customers who have expressed an interest in physical surveys. It consisted of transferring correct applicants to Unex system, to assist in receiving and sending of different mailed items, via regular post, which is based on size, weight and distance.

Skill I gained or strengthened in this role: call management, data entry.


Air Miles Advisor at Cygnific B V | Amsterdam W F C
2003 - 2003

In this role I was responsible for booking flights for members using the frequent flyer award miles, confirming and cancelling flights, checking miles have been added and escalation investigations when needed. To do this I needed to maintain good customer relations at all times, even when under pressure.

Skills I gained or strengthened in this role: account management, call centre, time sharing option/interactive system productivity facility, data entry.


Reservation/Booking Agent at Intercontinental Hotels and Groups
1999 - 2003

Here my role consisted of booking hotel rooms daily worldwide. Calls were mainly from the UK but I was also helping people from EMEA (Europe, Middle East & Africa) in English. My role also included small problem solving, maintaining good customer services at all times and transferring calls to the correct department when prompted.
Skills I gained or strengthened in this role: geographical knowledge, call centre, business.

Opleidingen en cursussen: Education Qualifications
College of North West London 1995 -1996 Certificate in British Airways Ticketing

Greenhill Collage Harrow 1990 -1991 Certificate in Business Management

Adult Training centre 1990 – 1991 Computer Literacy

Westminster Collage 1988 – 1990 Hotel and Catering, food prep City & Guilds 706/1

Preston Manor High School 1982 – 1988 GCSE: English written and oral, Music, Art &Design C.P.V.E: RSA Stage1: Computer lit & Information Technology, Catering & Food Technology, CSE: Math, English, Art, Social studies

Overige informatie:

Rijbewijs: Geen

Eigen vervoer: Nee

Persoonlijke eigenschappen: I am seen as an independent person, who Is flexible in all areas and willing to work and think outside the box, I currently am looking for a position where I can guide and be a mentor within the team,

Hobby's en interesses:

Gewenste contractvorm: Fulltime