Jean-Luc Fink Email & Phone Number

Région De Lausanne, Suisse

• Gestion indépendante demandes des clients et prospects par téléphone et e-mails, en français, allemand, anglais, parfois en italien• Suppléant en cas d’absence pour le marché allemand, voire italien• Traitement, confirmation et facturation des commandes• Organisation, calculation et suivi des livraisons• Emission et envoi des documents import-export (déclarations de douane, listes de paquetage -packing listes, certificats d’origine)• Traitement des non-conformités clients et partenaires logistiques, plaintes• Emission de notes de crédits.• Envoi d’offres commerciales, échantillons, catalogues• Assistance auprès du directeur des ventes et de l’attaché commercial

Geneva

Customer service administration• Handling customers' requests and complaints in French, German and English, via email , Social Medias (Facebook, Twitter), post, phone, reviews (Trustpilot), comments (iPerceptions) and direct contact in the office, collaborating efficiently with mediator (Ombudsman), replying to legal insurances, lawyers, prosecutions office and court• Contacting suppliers (hotels, airlines, car rental companies, insurances)• Providing support to our outsourced call centers Supervision and management• Teaching, training, coaching, recruiting and supervising• Assuring a good communication, support and cooperation between the different departments• Elaborating projects, statistics, reports, presentations, analysis, quality control and procedures, tasks' dispatching • Managing administrative tasks (meeting set-up, planning, procedures, organisation of team-building activities)Website improvement and communication support• Reviewing and updating our terms and conditions, checking and reporting irregularities • Creating, reviewing and updating our FAQ section, checking and analyzing FAQ hits and key words• Creating, reviewing and updating our templates, newsletters, mailings, mass e-mails Accomplishments: - Flexibility in adapting the department in a constantly growing company and online environment, by dealing with an average of 30 issues per month at the beginning, to 200 issues currently, creating a team- Elaboration of method to measure the number of loyal customers within the complainers; compilation of the data, report and analysis of the results, with proposals for improvement solutions- Maintenance of a high percentage (+90%) of files completed within keys performance indicators (KPI)- Creation and organisation of team building activities (“Amazing Race”/Safari-selfie)

Geneva

Travel agent tasks• Manual ticketing IATA, Nego fares (outside the automated system)• Handling the Airlines Schedule change and revalidating Air ticket• Handling invoices and manual refunds; sending cancellation invoices to our Insurance supplierAccomplishments : Local participation in the training and coaching of outsourced call center agents (business trip)

Région De Genève, Suisse

Preparation of commercial offersBookingsInvoicingCall centreWelcome and accompaniment VIP groupPerformance of duties quickly and accurately under time constraints and pressureAccomplishments : - On site sales of last available rooms during the workshop, leading to an unexpected and substantial income - Take over the freshly created department of complaints, working independently

Tourism Management Diplomaes, Tourism Management, 5.1 / 6.0

Activities and Societies: Member of the students' association for activities' organization (2000) IATA DIPLOMA, Geneva (2001) CERTIFICATE.

Evaluation Commerciale Et Bureautique (Ecb), Employé De Commerce, Assistant Administratif, Assistant De Direction, Confirmé

Activities and Societies: Langues : • Anglais Supérieur (C1) • Français Avancé (B2, presque C1) • Allemand Avancé (B2) Compétences.

Zentrale Mittelstufenprüfung Des Goethe-Instituts, Études Allemandes, Gut

Hörverstehen: befriedigend Leseverstehen: sehr gut Schriftlicher Ausdruck: gut Mündlicher Ausdruck: gut

Certificat D'Études Commerciales, Etudes Commerciales

Results: excellent French 5.75 Accounting 6.00 Law 5.75 French correspondance 5.50 Logiciel Word 6.00 Commercial arithmetic 5.50 Political.

Demi-Licence Ès Lettres, English Language And Literature/Letters

Anglais - Géographie - Histoire de l'Art