Objectives
The sectors that interest me more specifically are:
Banking / Finance Services / Insurance
Finance / Administration / Auditing / Consulting
Public Services
After a technical training in Tourism in 1996, I decided to go to Spain to learn the Spanish language perfectly in one hand, and to know a new way of
work in the other hand. I lived then there for 7 years.
I worked principally in call centers : for assistance/insurance (from 1998 to 2001), and then for assistance/truck manufacturer (in Spain from 2001 to
2005 and in France from 2005 to 2006) till the suppression of my position after a restructuration of all call centers in Europe.
the evaluation of my experience is the development of competencies as stress management, reactivity, creativity, availability, to manage under pressure
and to take quick decisions. Moreover, the experience in Scania gave me the opportunity to practise foreign languages besides English and Spanish. I
can speak Italian, Portuguese and I have basic knowledge of German, Basque and I understand Catalonian and Galician.
To start up again, I studied a general training in a Business School for two reasons :
- to be promoted as a manager in a call center after 8 years in this area,
- to orientate my professional life to the international cooperation, still in this intention to help the others.
This training gave me the opportunity to realized an enhanced internship in microfinance and business development in Peru where I could meet different
actors (microbusinessmen, NGO, institutions) and understand better the South's problems. However this mission was short in the time, it was intense in
the tasks I did.
Now, I am working as a deputy director in a call center in charge of administrative and customers relationship. The wish to orientate my professional
life to an international career in International Organizations or NGO is still present. I would like to manage projects in the arms of international
cooperation and international relationships with Latin America and especially with Peru.
Education
ESSCA (ESC), Angers, France
January 2007 - May 2008
Master's Degree in Business Administration with the main subjects :
- Economics,
- Right,
- Marketing,
- Finance,
- Management,
- Human Resources.
Universidad de Alcalá de Henares, Spain
September 2003 - June 2004
Certificate of Italian language : proficient in intermediate level,
Certificate of Portuguese language : fluent in beginner/intermediate level.
Institut Moderne Supérieur, Nantes, France
September 1993 - May 1995
BTS Tourisme et Loisirs, graduated in Tourism in 1996
Area of specialisation: conception and marketing
Experience
Deputy director
ATM Assurances
Mission: * To assist the director in the call center's activity for losses management for cell phones, hifi system, unpaid
rents and stolen cycles for different customers (Carrefour, Décathlon, Telandcom, Youg's...)
* To supervise a team of 10 people
* To launch the Spanish deck for the customer Telandcom for the January 1st.
- Administrative management
mail and e-mail management, production of insurance contracts,
to digitize and enter data
- Accounting and financial management
cash flow management
budget management for Spain
- Human management
team coordination
to organize the schedule, the vacancies
Microfinance and economic development consultant
COPEME, Lima, Peru
Mission: Internship in the microfinance and economic development area in a microfinance institution of the secondary
network.
- To corroborate the project of an exportation's offer of ten products for the subsidiary in Cusco as part of the Strategic Regional Plan of
Exportation (PERX), the Development Plan and the Operational Competitive Plan of Exportation,
- To corroborate the consultant works of a commercial analysis study in touch with the "support project to improve the productive offer and
to facilitate the international trade",
- To révise the guide of the Business Game in relation with the MESUN's methodology from the International Labour Organization,
- To prepare an objectives guide of the modules of the Diálogo de Gestiones' methodology of Acción Internacional and the Interamerican
Development Bank.
Assistance coordinator
Scania France, Angers, France
Mission: To launch an technical assistance service sending a mechanic to the breakdown's place to repair the truck or the
coach. Then I had to :
- answer and call,
- listen to the customer and understand his need,
- reassure, inform and advise the customer,
- enter the customer, vehicle, place and breakdown information,
- follow the development of the service,
- speak and write in several languages with foreigner customers and the other assistance call centers.
Assistance coordinator
Scania Hispania, San Fernando de Henares, Spain
Mission: To launch an technical assistance service sending a mechanic to the breakdown's place to repair the truck or the
coach in Spain, in France (by night) and Italy (by night). Then I had to :
- answer and call,
- listen to the customer and understand his need,
- reassure, inform and advise the customer,
- enter the customer, vehicle, place and breakdown information,
- follow the development of the service,
- speak and write in several languages with foreigner customers and the other assistance call centers,
- check the invoices' suppliers,
- reinvoice to the customers
Assistance coordinator
Elvia Assistance then Mondial Assistance, Madrid, Spain
Mission: To launch an technical, medical and house assistance service sending :
- a mechanic to the breakdown's place to repair the truck or the coach,
- a doctor, an ambulance to the Spanish customers abroad or the foreign customers in Spain,
- a plumber, a locksmith, an electrical fitter, a carpinter... for any incident ocurred in the house or the commercial locale.
Then I had to :
- answer and call,
- listen to the customer and understand his need,
- reassure, inform and advise the customer,
- enter the customer, insurance policy, vehicle, place, breakdown, illness information,
- follow the development of the service,
- speak and write in several languages with foreigner customers and the other assistance call centers.
Assistance coordinator
Asitur Asistencia, Madrid, Spain
Mission: To launch an technical and medical assistance service sending :
- a mechanic to the breakdown's place to repair the truck or the coach,
- a doctor, an ambulance to the Spanish customers abroad or the foreign customers in Spain,
Then I had to :
- answer and call,
- listen to the customer and understand his need,
- reassure, inform and advise the customer,
- enter the customer, insurance policy, vehicle, place, breakdown, illness information,
- follow the development of the service,
- speak and write in several languages with foreigner customers and the other assistance call centers.
Languages
-
French
Speaking competence: Native speaker , Written competence: Native speaker -
Spanish
Speaking competence: Native speaker , Written competence: Native speaker -
English
Speaking competence: Intermediate , Written competence: Fluent -
Italian
Speaking competence: Intermediate , Written competence: Fluent -
Portuguese
Speaking competence: Intermediate , Written competence: Fluent -
German
Speaking competence: School level , Written competence: School level
Computing skills
Software
MS Office (Word, Excel, PowerPoint, Access and Outlook)Internet
AS400
Map&Guide (cartography)
AutoCad, beginner
Ciel (accounting program), beginner
Open Workbench (project management)
Languages
TCP/IP networks, notionsAdditional information
I can adapt myself to any computer systemVarious
Social networks