Experience

Tractive

• Austria
• Computers and Electronics Manufacturing
• 100 - 200 Employee

• Customer Happiness Manager

  • Dec 2019 - Present



Kwick

• Manufacturing
• 1 - 100 Employee

• Founder - CEO

  • Feb 2019 - Present



CanadaStays

• Bilingual Property Manager

  • Sep 2018 - Aug 2019

  Monitored accounts and worked closely with property owners to ensure listing quality is at its highest and is achieving desired results and sustainable profitAssisted owners in accepting or declining incoming bookings requestsConducted follow-ups with clients to answer ongoing questions and give practical online training about our platformProvided support including procedural and administration documentation Monitored accounts and worked closely with property owners to ensure listing quality is at its highest and is achieving desired results and sustainable profitAssisted owners in accepting or declining incoming bookings requestsConducted follow-ups with clients to answer ongoing questions and give practical online training about our platformProvided support including procedural and administration documentation



Booking.com

• Netherlands
• Software Development
• 700 & Above Employee

• Fast Track Team Leader

  • Jun 2016 - Oct 2017

  Developed, motivated and led team members to provide excellence in customer satisfactionCarried out regular staff 1-2-1s, identified any staff issues, training needs and CPDIdentified areas of development to improve key performance indicatorsSupported all agents to ensure adherence to company policies and proceduresSuccessfully enhanced the team’s customer satisfaction results overall from 78% to 84% by developing innovative ideas in order to collect positive feedback from the customersManaged numerous events including team outings from inception to completion; oversaw team budget, attendance and venue booking

• Customer Service Executive

  • Feb 2015 - Jun 2016

  Delivered excellent customer service to all stakeholders; answered all queries and followed up to ensure resolutionActed as liaison between guests and accommodations; negotiated with hotelsCollaborated with team members to complete projects, meeting daily targets through effective time managementAveraged 89% of customer satisfaction and 95% of adherence



The Call Back Academy

• Co-Founder / Guitarist / Backing Vocalist

  • Oct 2010 - Feb 2016

  Toured across EuropePerformed over 300 concertsFeatured on National TV, Radio and MagazinesAttended business meetings with different major labelsPerformed at charity eventsInterracted with listeners on social media Toured across EuropePerformed over 300 concertsFeatured on National TV, Radio and MagazinesAttended business meetings with different major labelsPerformed at charity eventsInterracted with listeners on social media



Golf De Saint Junien

• Assistant Manager

  • May 2013 - Oct 2014

  Managed the daily shift process to ensure all team members adhere to standard operating proceduresDealt with all customer enquiries and complaints in a calm and timely mannerEnsured that all areas were clean and tidy whilst executing the businesses Health and Safety policiesAchieved financial objectives by collating expenses and monitoring annual budgets, analysed variances and initiated corrective actionsDeveloped relationships with internal and external stakeholdersCommunicated, shared and reported statistics to managementConducted 121’s



Ipsos MORI

• International Project Supervisor

  • Aug 2010 - Sep 2012

  Monitored calls to improve quality, minimise errors and track operative performanceStimulated casual team performance, high morale and ownership through coaching and mentoringDeveloped, motivated and led team members to provide excellence during telephone interviewsmanagement and implement performance improvement plans to enhance staff productivityAddressed conflict, escalated issues and disciplinary matters to the office managerTrained new hires in both French and English for specific projectsScript checking including feedback on ways to improve these for better participant experience

• Telephone Interviewer

  • Oct 2009 - Aug 2010

  Conducted computer based interviews with high degree of accuracy and integrity.Followed project specifications.Maintained company dialling standards.Exercised courtesy and professionalism to all respondents.Other duties as assigned by project supervisors.