Masha Staal, Ma Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam Area, Netherlands

■ Interne Controle: meeluisteren, beoordelen een coachen van Front Office medewerkers. Daarbij nauw betrokken bij het optimaliseren van de kwaliteit binnen en buiten het IC team. Onder andere verantwoordelijk voor het opstellen van het kwaliteitsplan IC. ■ Voorlichter DPGB: verantwoordelijk voor het geven van voorlichtingen aan budgethouders, vertegenwoordigers en zorgverleners over het PGB op locatie. Dit kan de gemeente of het zorgkantoor betreffen.■ Integraal medewerker: Backoffice werkzaamheden zoals bijvoorbeeld het verwerken van een zorgovereenkomst, wijziging, declaratie en andere juridische documenten.• Telefonisch vragen behandelen van budgethouders, zorgverleners en andere instanties zoals gemeenten en zorgkantoren.• Juridisch advies bieden aan budgethouders.• Het correct afhandelen van gecompliceerde gesprekken, bijvoorbeeld wanneer klanten ontevreden, geagiteerd of verward zijn.• Het oplossen van complicaties in dossier, wettelijke documenten corrigeren. • Waar mogelijk oplossingen bieden met betrekking tot uitbetaling van zorgverleners.• Inzetbaar op afdeling relatiebeheer en voor het geven van interne opleidingen.

The Hague Area, Netherlands

• Providing technical support.• Handling calls from customers who wish to leave the provider.• Able to handle difficult conversations, customer dissatisfaction and ensuring that subscribers feel that they are taken seriously, as well as improving company revenue via reduced Churn rates.• Going beyond customer retention by up-selling services to customers who not only decide to stay but become advocates of the brand after receiving a high standard customer service.• Direct impact on profitability with an average of 38,54% retention/churn rates.• Working in a call-centre environment.

Zaanstad Area, Netherlands

■ Developing, implementing and leading several projects for Odibaan such as;• Setting up a small call-centre environment for contacting company doctors and maintaining contact with customers and clients.• Developing teaching materials to train and prepare young adolescents for the job market. • Leading a small Customer Service team and working on continuous improvement on customer satisfaction.• Developing new Marketing Strategies.■ Writing advertising and marketing texts, including press releases, catalogues, brochures and Social Media content.

Koog Aan De Zaan, The Netherlands

Translation work: English/Dutch - Dutch/English.■ Skills:• Writing, editing.• Web editing.• Copy-writing.• Translating.• Interpersonal skills, social skills, communication skills, people skills, analytic skills.• Administrative skills, telephone skills.• Developing Marketing Strategies.• Management.• Computer skills (Windows environments, Word/Excel/Powerpoint, Content Management Systems).

Amsterdam Area, Netherlands

Teaching English as a Foreign Language at the Fashion School helped me develop my interpersonal and social skills. ■ My tasks contained:• Teaching English.• Maintaining contact with students, parents, colleagues and external Instances.• Developing, writing, editing Lesson plans.• Responsible for the development of the Dyslexia Protocol.• Managing a safe and stable environment for my students.• Staying up to date within the fashion industry.

Amsterdam Area, Netherlands

Teaching English as a Foreign Language at the Hotelschool helped me develop my interpersonal and social skills. I also provided mentoring to a first year class of 30 students. ■ My tasks contained:• Teaching English.• Maintaining contact with students, parents, colleagues and external Instances.• Developing, writing, editing Lesson plans.• Responsible for the development of the Dyslexia Protocol.• Managing a safe and stable environment for my students.• Staying up to date within the Hotel, Tourism and Hospitality industry.

Amsterdam Area, Netherlands

I was working at Castell to support myself during my full-time Bachelor course.This was my second time working at this wonderful company and I enjoyed it very much. I was welcomed back as a long lost family member and learned a lot about my own (mostly social) skills. ■ Main skills: • Communication.• Hospitality.• Teamwork.

Amsterdam Area, Netherlands

Wolverhampton, United Kingdom

I won a writing contest set out by the Express and Star (the biggest regional newspaper in the UK) and was granted with a 6 month intern-ship because of this. I was able to see and follow all the procedures and eventually was allowed to choose which division I wanted to spent most of my time. Consequently, I worked at their Marketing division for two months and their Travel and Leisure department for another two months.

Utrecht Area, Netherlands

Zaandam, The Netherlands

I worked at Texaco Pouw to support myself while being a full-time student for my Bachelor Course. They were very flexible and allowed me to stay as an employee event though I had to be in England for large amounts of time since I was studying at the University of Wolverhampton.■ Skills I learned:• Administration.• Social skills.• Maintaining communication with colleagues and visitors.• Keeping stock.

Zaanstad Area, Netherlands

Purmerend, Netherlands

Amsterdam Area, Netherlands

I only worked briefly at Hotel Krasnapolsky since I started my Bachelor course in August and couldn't work full-time anymore because of this.I nevertheless enjoyed my time there and was able to develop many of my hospitality, communication and social skills.

Amsterdam Area, Netherlands

Working for Aeon Plaza was wonderful. I believe my professional foundation started here at Hotel Die Port van Cleve and they taught me everything I know now about hospitality and tourism. My interest for languages and cultures was sparked here and I fondly look back at my time working there.I developed a training system for this hotel on; how to deal with aggressive/angry guests, how to make guests leave with a smile and how to approach guests with an open and friendly appearance. ■ Skills I developed at Die Port van Cleve:• Supervising / Managing a team.• Interpersonal skills, social skills.• Administrative skills, telephone skills.• Hotel bookings.• Receptionist duties.• Working with booking systems such as Fidelio.• Computer skills (Windows environments, Word/Excel/Powerpoint, Content Management Systems).• Hospitality skills, communication skills, cultural diplomacy, people skills.• Analytic skills.• Teaching.

Amsterdam Area, Netherlands

I worked at Holiday Inn as a Floor Supervisor at the Housekeeping Department. My job was to supervise the housekeepers, check their work and advise them on what they could improve. I learned a lot about working closely with others while being in a supervisory position. ■ Skills:• Supervising / Managing a team.• Advising, interpersonal skills, people skills.• Diplomacy.

Zaandam, Netherlands

This hotel is located next to the Ahold offices and because of this we received a very broad mixture of guests. I quickly learned that a business oriented guest needs to be treated differently from a leisure oriented guest. ■ Skills:• Interpersonal skills, social skills.• Administrative skills, telephone skills, hotel bookings, receptionist duties.• Working with booking systems such as Fidelio.• Computer skills (Windows environments, Word/Excel/Powerpoint, Content Management Systems).• Hospitality skills, communication skills, cultural diplomacy, people skills.• Analytic skills.

Amsterdam And Westzaan, The Netherlands

I worked at Hotel/Restaurant de Prins in Westzaan as a trainee as part of my Hotel Management course at the Hotelschool. My responsibilities here were working in the kitchen as a sous-chef and as a waitress in their restaurant. Additionally, I worked at Restaurant Castell (January 1998 - December 2001) and Restaurant 't Seepaerd (February 2000 - December 2001) in Amsterdam to support myself during my full-time Hotel Management course at the Hotelschool in Amsterdam.

Master Of Arts (Ma), English Language And Literature, General

Activities and Societies: Poetry clubMy main focus during this course was on English Literature, Women's Writing and Contemporary.

Icelt, In-Service Certificate In English Language Teaching, Teaching English As A Second Or Foreign Language/Esl Language Instructor

2 year intensive study, including a 6 month intern-ship at the Hotelschool in Amsterdam. This degree allows me to teach English worldwide.

Bachelor Of Arts With Honours (Bahons), English Language And Literature, General, 2:1

Activities and Societies: University of Wolverhampton Hockey TeamDuring this course I also took some modules focussed on Journalism..

Bachelor Of Arts (Ba), International Degree In English And Education (Idee)

During this course I obtained my Grade Two English Teaching Qualification.

Propedeuse, English/Language Teacher Education

Hotelmanagement, Hotel, Motel, And Restaurant Management

MBO Bol niveau 4/Intermediate Vocational Education