Viola Simon Email & Phone Number

Netherlands

Lelystad - The Netherlands

•Administer IT, Academic/Professional/Governmental/Financial/Health Care exams for candidates in EMEA•Ensure candidates experience excellent testing by providing clear exam appointment information.•Provide clear exam/client information to customers as per the company and client policies and procedures.•Perform with professionalism, proactiveness and competence to safeguard the highest standards set by the company and its clients.•Assist candidates with queries/complaints through email/fax/phone.•Investigate complex/specific complaints and provide solutions in a timely manner to ensure customer satisfaction as per the company and client policies and procedures.•Process escalations concerning system problems, customer dissatisfaction, TC technical/ security/operational matters.•Regenerate eligibility files for candidates taking eligibility based exams as per the client eligibility policies and procedures•Provide efficient assistance to candidates experiencing online credential problems, account/navigation issues (such as Prometric and ETS portal).•Investigate exam activities to identify exam discrepancies and provide appropriate solutions.•Process score reports/certificates/invoices and ensure these have reached the destination successfully.•Process exam financial issues (/full/partial refunds etc.)•Coordinate TOEFL (iBT) and GRE (CBT) exam events for candidates with approved Testing Accommodations by ETS.•Maintain close contact with ETS Testing Accommodations Department to ensure a pleasant testing experience for disability candidates.•Arrange Testing Accommodations for disability candidates for all IT+PTC exams to ensure successful and pleasant testing.•Maintain administrative activities in different systems.•Document outbound/inbound activities (email, fax, telephone) to enable track down when needed.•Support co-workers of the RRC in Lelystad as well as those in other Prometric RRCs (Malaysia, UK, Ireland and USA) with complex queries/complaints.

Lelystad - The Netherlands

•Assist PMI candidates by providing information about webinars and courses offered by PMI.•Assist throughout the whole process, from the credential application to one of the many programs PMI offered, to the receipt of the attestation•Assist with queries about Membership, Eligibility, PDU earning procedure, prices, PMBOK guide etc.•Assist guests in case of fraud issues, problems during their exams by liaising with the appropriate department.•Educate guests on PMI Philosophy and Code of Conduct of Project Managers•Assistance was provided both verbal and written, in Italian and English. NOTE: I was operating in two positions simultaneously (Customer Care Agent for PMI and Global Candidate Care Specialist for Prometric - Both under the same roof)

Lelystad - The Netherlands

•The main task on this position was to process IT exam registration, reschedule, cancellation requests and general exam queries from candidates, testing centers and other partners on the phone according to SLA targets, in Italian, English and Dutch Additional Tasks and Responsibilities Office Management Assistant (Temporarily for a bit more than half a year)Assisted the team on the following tasks:•Manage incoming and outgoing post•Keep the office area and tools well organized and tidy•Welcome and guide visitors •Handle general queries to office suppliers and facility providers •Make sure the invoices were documented in orderFinancial•Process and monitor daily Payment Activity Reports of exams booked by Credit Card within EMEA region.•Keep the administration log book of these reports in order, up-to-date and in chronological order.•Collect Credit Card payments manually when applicable•Maintain regular contact with the Credit Control Department and make sure that payments have been finalized by testing centers in a timely manner.Training•Train new colleagues on customer service representative tasks, responsibilities and skills on regular basis.International Program Coordinator - International Program Coordination Team•Maintain and update company’s Internal Exam and Client Information System.•Maintain regular contact with Account Management Team and Client Services Management Team•Escalate exam and client specific queries and exam specific investigations to these Teams

Lelystad - The Netherlands

•Process and handle general voucher queries through email and phone according to the SLA targets, both in English and Italian.•Process voucher purchase requests from Testing Centers, companies and Partners with our most significant IT clients, such as Microsoft, IBM, Cisco etc.•Print and send the voucher packages per post or email to the APTCs, companies and other partners.•Keep voucher purchase administration system in order and up-to-date.

Lelystad The Netherlnads

•Take care of all fax and email IT exam general queries and concerns as well as exam registration, reschedule, cancellation requests by Authorized Prometric Testing Centers (APTC) within EMEA Region •Provide support in the Italian language in my role as a coordinator to all fax and email IT exam queries and registration requests from APTCs in Italy.•Coordinator for all IT exam registrations and administration process (coming in by fax) for John Bryce Testing Center based in Israel (APTC Testing Center Code ISC at that time) and APTCs in Middle East.

Shkoder, Albania

•The main duty as an Occupational Therapist was to organize different recreational activities for the inhabitants, organize little excursions in the nature, have a walk outside, or have lunch or a drink in the city and try to identify their interests and hobbies and give them the opportunity to practice them.•As a social worker, the main duty was to listen with much attention and care to the social problems and concerns the inhabitants had, support them and coach them to deal with and handle these concerns as much as possible in a pleasant and efficient manner. Also managed to reconnect many of them with their families and relatives.

Shkoder, Albania

Developed and provided courses in the English language for Albanian students of different age categories, and courses in the Albanian language for members of several foreign organizations with permanent projects in Albania.

Shkoder, Albania

Translator/Interpreter and Coordinator for the OEZ (OostEuropa Zending) Foundation – Headquarters in Rotterdam, The Netherlands, with permanent project in Albania at that time. This Foundation with Evangelical background developed different numerous projects in Albania especially in the Elderly Health Care Sector in the country.

Shkoder And Tirana - Albania

Translator/Interpreter and Coordinator for different foreign NGOs (Non-Governmental Organizations) with projects (especially) in the Health Care Sector in Albania

Tca - Aptc / It Channel

In 2007 I got certified as a TCA (APTC Testing Center Administrator) for the Information Technology Channel.

Education record

Integration Programs – HBO/Higher Education Level - Dutch Language at ROC Flevoland in Lelystad - part of integration programme.

Education record

Education record

Education record

English Language Translation, Education,Teaching And Tutoring, State Exam Of English Language At The State University Of Tirana (Albania) - The Faculty Of Foreign, 9.5

National Recognition / License - English Language Translation, Education,Teaching and Tutoring

Education record