Yvonne Gaelle Adelaide Pallawoh

 Ensured compliance with brand standards, policies, and procedures.

 Provided exceptional guest services by managing inquiries, special requests, and in-room dining orders efficiently.

 Maintained in-depth knowledge of hotel features, services, room details, and promotions to assist guests effectively.

 Handled telephone operations, including directing calls, managing wake-up requests, and resolving guest concerns with professionalism.

 Coordinated with various departments to fulfill service requests and ensure smooth operations.

 Managed administrative tasks, updated directories, and ensured accurate reporting in operational systems.

 Responded to emergencies and followed hotel protocols to ensure guest safety.

 Assisted in recruiting and training agents responsible for outgoing calls to France to secure client appointments and promote health insurance affiliation.

 Designed and delivered tailored training programs using various instructional materials and methods.

 Prepared training resources to enhance employee understanding and performance.

 Monitored employee progress, provided feedback, and identified additional training needs.

 Developed comprehensive training manuals and materials to support team development.

 Managed incoming calls from SFR customers in France, providing support for fiber (FTTB) telephony, internet, and television services.

 Delivered exceptional customer service, resolving inquiries and complaints promptly to maintain satisfaction.

 Identified customer needs through active listening and offered personalized solutions to enhance their experience.

 Assisted customers in selecting products and accessories, leveraging upselling and cross-selling strategies to exceed sales targets.

 Highlighted product features and benefits to secure high-value sales aligned with customer requirements.

 Maintained a welcoming and professional demeanor to foster positive customer relationships.

 Acted with commercial responsibility, balancing customer satisfaction with business objectives.

 Recruited and trained outbound call agents for securing client appointments in the French health insurance sector.

 Identified training needs, tailored programs to address skills gaps, and improved employee performance.

 Monitored progress, provided actionable feedback to management, and recommended additional training.

 Developed comprehensive training materials and exercises to enhance employee understanding and efficiency.

 I technically supported customers from Canada, France and Belgium by handling incoming calls, offering assistance in both English and French

 Additionally, I provided guidance and troubleshoot on the usage of children android toys and gadgets via emails and outgoing calls

 I communicated with Canadians customers via outbound and inbound calls in both English and French languages, presenting MASTERCARDs and insurance solutions

 My target was to improve customer satisfaction by identifying suitable solution for both current and prospective customers