HPE order management specialist (French and English)

• Feb 2023 - Present

IT Service Desk Analyst French and English

• Apr 2021 - Apr 2023

The position is about providing Remote first-line support to client's end-user on a variety of moderate to complex technical issues to their hosted IT systems. Among the most mentionable tasks: ▪ analyzing and resolving incoming client's/users' queries received via email, Lync or ITSM ticketing system ServiceNow; ▪ testing and validating periodically procedures concerned to come into effective, as notifying knowledge gaps in documentation; ▪ decision making after consulting the existing knowledge base (KB) and identifying priority and impact (severity) of each case; ▪ attention to details in identifying any user/client's special request and recording properly all incoming queries (diagnose and classifying created incidents and changes); ▪ put knowledge and training to work in resolving as many requests as possible on initial contact or within established time limits (SLAs); ▪ collaborate with co-workers (internal or multinational) in order to resolve user's issues and make sure the team reaches the service performance indicators; ▪ escalate and timely hand off to other assignment groups the requests/incidents/changes where no procedure in force or applicable solution was found by L1; ▪ act as SPOC between end-users and customer third parties (escalation groups), monitoring and following up cases until resolution; ▪ Mainly accounts and permissions administration duties: Creation/modification/deactivation/deletion of Windows, Administrator and intranet applications’ accounts, such as for Remote access to VPN; Passwords management; Internet rights and accesses to restricted web sites; Network shared drives access rights’ addition/modification/deletion); Installing applications remotely; Office 365’s mail accounts (personal, Functional or Resource mailboxes, Meeting Rooms, Distribution lists and Contacts’ creation/modification, transfers and authorisations). Show less

HR Associate French and English

• Jan 2021 - Mar 2021

The remote position occupied provides for monitoring of all related workforce administration processes of the HR Outsourcing & Solutions (HRO&S) from the moment the offer is made up, to the moment the new candidate joins the firm, during and up to termination of employment: ▪ Managing the administrative part of the hiring process (offers, returned offers, instructions for the first day, system updates in SAP and broadcasts to 3rd parties); ▪ Processing and monitoring requests, during employee's contract with the client, submitted via email (CCM ticketing system) or employee's HRS Portal regarding personal data changes or job data changes (promotions, career ladder, salary, position, title, FTE, planned working time, corporate clauses, and so on); ▪ HR support for the client's employees or client's local HR department regarding personnel forms, written notifications, archiving / recording of signed outputs or supporting documentation; ▪ HR customer service offered on the employee references, files requested by employees, as intermediate or termination work certificates, work attestations, invitation letters, reference letters (Docusign e-signature platform); ▪ Managing the termination process (prepare, check, analyze, system action and sending of all the necessary documents to the internal/external departments/parties). Show less

Front Office Hotel Spa Receptionist

• Jun 2020 - Dec 2020

▪ Accurately book/change/cancel/check-in/check-out spa appointments by using spa&salon management platform (Booker): ensure check-in and payment process are handled in accordance with company policy by processing cash, credit card and account transactions; ▪ Maintenance tasks: spa opening and closing according to the Hotel Standard Operating Procedures; ensure all areas of the Spa are kept cleaned and organized; ensure all spa, health club and wellness equipment is maintained in good working order; providing an adequate stock of supplies;▪ Assist in developing promotional events, which focus on increasing spa's clientele: provide accurate and updated information to clients (spa treatments, beauty products, packages, services, memberships, facility features,, currently available promotions and discounts in services); ▪ Customer service duties: develop professional and personalized relationship with customers; assist in getting client feedback on level of services delivered; maintain complete confidentiality in all guest matters in accordance with company policy; ensuring complete guest satisfaction; dealing with complaints. Show less

Front Office Hotel Receptionist

• Feb 2020 - Jun 2020

▪ Greeting and customer relationship: winning of loyalty by constantly practicing persuasiveness and selling skills; handling complaints both individually as through teamwork or consulting superiors; ▪ Execution and monitoring of Check-in and Check-out procedures, as well as of bookings coming from the Global reservation systems (Booking, HRS, Hotelbeds, Agoda), travel agencies, airline companies or with other of different profiles, whether made via telephone or email;▪ Efficient and coherent management of the hotel with the help of the Oracle Hospitality Suite8 hotel management software: Checking the rooms and the hotel status (current occupancy, free rooms, adults/children); recording additional information about customers / companies / agencies, reservations, postings of articles and services;▪ Execution of financial management tasks (invoicing of services and advance payments, counting the cash register, charging of virtual credit cards and pre-paid bookings, holiday vouchers, laundry services, night audit procedure) and the keeping and issuing of financial and purchasing management documents (order forms, Control of inventory and lost items, monetary, cash report, fiscal invoices, etc.);▪ Provision of tourist and cultural information to hotel guests, related to the city or public transport, as well as additional free or chargeable hotel services (taxi, restaurant, spa, mail, parking, flowers, airport transfer). Show less

Computer Operator

• Oct 2019 - Jan 2020

Working on-site as a Computer Operator for an independent online book-marketing retailer of the Romanian author Bogdan Lacatus, specialized in self-help and personal development (books and online courses), forseen duties of an online bookseller: ▪ Customer service and support (via email, author's websites, social media page profile on Facebook, Instagram, phone line and messages); ▪ Processing customers' book orders via 'WordPress' interface platform for selling and shipping the physical books; ▪ Monitor and archiving books's orders and deliveries; ▪ Facilitating contact between customer and supplier (courrier) for successful delivery rate; ▪ Elaboration of the daily sales report; ▪ Undertaking general book maintanance duties, such as unpacking, stock checking, replenishment, and tidying; ▪ Dealing with phone or virtual complaints and delivery issues (return packages); Show less

Travel Agent

• Jul 2019 - Oct 2019

The main duties of a becoming Travel Consultant in a work from office regime: ▪ Introduction to administrative and juridical organization of the travel sector in accordance with EU & Belgium specific laws; ▪ Training and administrative work of the buying & selling activity in relation with clients & suppliers; ▪ Identification, advising and follow-up clients' requests concerning their need for travel and/or organisation of their holidays; ▪ Helping clients plan their trips abroad (according to their budget), giving advice on destinations and booking of transportation such as airline flights (BlueAir tickets via Skyspeed, WizzAir our RyanAir reservation platforms) or bus and train connections (FlixBus, FlixTrain, SNCB/NMBS, Thalys); ▪ Providing information on practical issues such as insurance, required visas, vaccinations, luggages and other travel conditions from the position of BlueAir airline company's agent and call centre in Benelux; ▪ Informing clients about the inpredictable changes in their travel plans; ▪ Concluding the accounting and financial relationship with supplier and buyer by using the invoicing system 'Servico'; ▪ Face-to-face, telephone and email customer service and support practiced in two foreign languages (French, English) in this specific activity sector. Show less

Front Office Hotel Receptionist

• Jun 2018 - Sep 2018

The work on-site consisted in: ▪ Meeting, greeting and providing a welcoming atmosphere for hotel guests; ▪ Check-in/Check-Out process and procedure, monitoring and invoicing in SAP for Hotel Management system; ▪ Monitoring reservations made via GRS (Booking, Expedia, Agoda, Hotelbeds, Last Minute) or email (with travel agencies and airline companies KLM/British Airways) for individual or in-group guests; ▪ Counting cash float and printing 'Cash and CC' report; ▪ Charging Virtual Credit Cards, prepaid bookings, minibar, laundry etc.; ▪ Checking commissions, vouchers (Carlson Wagonlit Travel's) and emails on a regular basis; ▪ Answering requests on Booking.com, inbound phone calls inner and outside the hotel; ▪ Completing Morning Reports (with rates, occupancy, VIPs, airline arrivals, Events), Housekeeping Report and Stationary Order documents; ▪ team work with other hotel departments (special amenities communication with F&B/Kitchen; late check-outs, extensions or special requests with HSK; possible dangers with hotel security; technical malfunctions with maintenance team); ▪ Giving out information and advice on places of interest and sightseeing spots (Brussels’ touristic city map as visual guidance); ▪ Helping out houseguests with special requirements and dealing with queries (promoting hotel facilities, up selling, taxi orders and restaurant reservations, wake up calls, room changes, pass on phone messages); ▪ Practice of customer loyalty strategies; ▪ Handle complaints, especially as a teamwork; Show less