Team Leader - Customer Support with English and French
I have been working in Customer Support for three years now and I am a Team Leader since June 2012. I have excellent English and French language skills. I studied both languages for 12 years and lately I've been using mainly English in my daily work.
I was able to learn French in high-school and then I decided it is time to improve my verbal skills, thus I decided to leave and study in Switzerland. I started French Foreign Language courses at University of Lausanne and then I came back to Bucharest and continued with Faculty of Political Sciences, French section. Therefore, all my courses at the University are in French.
I am eager to learn new things, but also to apply everything that I learned within the past three years. Starting from a Customer Support Agent position, I learned how to interact with customers and how to empathize with them. I worked on multiple projects, including online gaming, airline companies, Internet service providers, gaming devices and now I am a Team Leader for a world recognized company which manufactures Outdoor Sport Instruments and Dive Instruments.
As a Team Leader, I developed my People Management skills, I learned how to create reports, weekly schedules and also helped the company with translations for some manuals or procedures from English to French and vice-versa. I train the new employees, I make sure that all the ISO Standards are respected when it comes to Quality and Training materials. I know what dead-lines mean for international companies, thus I do my best in respecting them and making sure that every agent respects them as well. I give monthly Quality Feedback to all the agents and I organize the refreshment training when needed.
I also have to deal with complaints coming from the customers and I take over phone calls or take in charge some e-mails when it comes to more difficult customers. I treat them with respect and high priority as I always want to make sure that every customer is pleased with the services we offer.