Ellen Monsees Email & Phone Number

Schiphol, Noord-Holland, Nederland

Maarssen, Utrecht, Nederland

Intermediair. Onboarding van professionals en coördinatie het proces rondom het opstellen van het contract tussen werkgever en professional.

Almere, Flevoland, Nederland

Coördineren en plaatsing van vluchtelingen en hun huisdier.

Klm Occ (Operations Control Centre)

Commercial Desk is a team of 17 (24/7), part of Marketing Customer Care & Recovery and is the main link between the Commercial and Operational organizations with regards to Commercial advice and Service Recovery issues in case of disruptions.We are based in the OCC. During disruptions we make sure that the best decisions/solutions taken towards our customers. We take care of our customers, "while it happens"; meaning being pro-active; customers are being recognized and the best rebook options and service recovery are offered on the spot to avoid complaints and claims afterwards.We are doing our utmost to influence/challenge other decision makers in the OCC, to make sure the customer is number 1.Also individual cases (especially Premium and PRM) are taken care of by us. If any complaints during the trip we try "to repair" on the spot, by for instance doing something special during their journey (a present, better seat, extra attention from crew via iPad).We support Amsterdam hub and outstations to make sure handling a disruption is going smooth and customers are being constantly informed of the situation. We write and supply tailor-made apology letters, according Write2Delight principle. We are the central contact within the commercial organization for service recovery exceptions and we encourage frontline staff to feel empowered. We keep Social Media updated with any (possible) disruptions to avoid negative buzz plus we protect VIP's and social media influencers. We regularly deliver a so-called WoW factor, in order to make customers have a positive feeling for KLM (RPI) and to promote KLM with family/friends (NPS = Net Promotor Score). Twice a day we publish a commercial/operational bulletin informing the complete KLM population worldwide about what's going on. In case of heavy disruptions, we publish an extra or flash bulletin. Co-writer of the monthly Heartbeat bulletin with more in-depth stories of our customers in a disrupted operation.

Schiphol Centre

Schiphol Centre

Amsterdam

Tour Producer Incoming Touroperating MCI (Meeting, Conventions and Incentives)Selling travel arrangements for business groups from Scandinavia and Finland (Scania, Forbo, Volvo etc). Specialized in Special Interest Groups and groups over 100 persons.

Amsterdam

General Sales Agent voor Canada 3000 (charter) and Lithuanian Airlines (IATA) and Airpass USA/Canada.

Education record

Activities and Societies: Languages (Spanish, English and Dutch), Presentation/communication, Sepr (outgoïng Tourism.

Reading History And English