Fanny RODRIGUEZ
Senior Customer Support Specialist at ESW
29 years old
Driving License
Madrid Spain
Professional Status
Unemployed
Available
Senior Customer Support Specialist
ESW
Since September 2020
- CC Senior agent: Replying to customer in timely manner, helping resolving several types of issues (tracking, delivery, order issue), adapting tones on message depending on type of customers/clients (luxury, gamers, professionals) -
- CC Senior agent: Replying to customer in timely manner, helping resolving several types of issues (tracking, delivery, order issue), adapting tones on message depending on type of customers/clients (luxury, gamers, professionals) -
- Trainer: Creation of all training materials, quizzes, and exercises. In charge of training sessions, organization of trainings, keeping all information and steps done on training progress documents.
- Trainer: Creation of all training materials, quizzes, and exercises. In charge of training sessions, organization of trainings, keeping all information and steps done on training progress documents.
- Monthly quality reviews on CC team tickets, reporting to manager.
- Monthly quality reviews on CC team tickets, reporting to manager.
- PoC for clients: Person in charge/Point of contact for several retailers on Customer Care topics. Working internally with all teams weekly (attending weekly/monthly meetings, giving improvement ideas and advice, reporting issues and monthly reports).
- PoC for clients: Person in charge/Point of contact for several retailers on Customer Care topics. Working internally with all teams weekly (attending weekly/monthly meetings, giving improvement ideas and advice, reporting issues and monthly reports).
- Person in charge of daily use documents (updating processes, contacts...)
- Person in charge of daily use documents (updating processes, contacts...)
French Customer Service Representative / Chargée de clientèle marché Français
Expedia Group - HomeAway
November 2019
to June 2020
Full-time
Madrid
Spain
Airbnb Customer Experience - Social Media Specialist / Chargée de clientèle - Spécialiste en réseaux sociaux
Voxpro - Powered by Telus International
October 2018
to October 2019
Full-time
Cork
Ireland
- Replying to user on Facebook and Twitter (in public and private)
- Using Sprinklr and Slack tool
Airbnb Customer Experience specialist / Chargée de clientèle Airbnb
Voxpro - Powered by Telus International
Since February 2018
Full-time
Cork
Ireland
- Assist user when using the platform
- Resolve issue during reservation
- Mediation with Hosts and Guests
Communication & Press Manager Freemusic Festival / Chargée de communication et relations presse au Festival Freemusic
Association A DONF
April 2017
to June 2017
Part-time
Montendre
France
- Managing of press and events
- Managing social media and community
Press Manager / Chargée des relations presse
Label Id / Le dB
January 2017
to February 2017
Internship
Narbonne
France
Communication Manager (Internship) / Chargée de Communication (Stagiaire)
BENEFIK
Since October 2015
Internship
Montlieu-la-Garde
France
- PAO : réalisation de catalogues produits, guide, et notices d'informations
- Mise en place d'une Newsletter interne
- Animation des réseaux sociaux (Facebook, Twitter, Instagram)
- Chargée de la communication interne du réseau BENEFIK
Commercial Internship / Stagiaire commerciale
La Nouvelle Une
April 2015
to June 2015
Internship
Montendre
France
- Chargée des partenariats
- Prospection et fidélisation
- Mise à jour du portefeuille client
Project Manager for student / Accompagnatrice d'élèves dans le cadre du dispositif des Cordées de la Réussite
IUT Angoulême
September 2014
to June 2015
Student Project
Angoulême
France
- Partage d'expérience avec des élèves de 3ème "Découvertes Professionnelles"
- Commercialisation de pâtisseries
- Apport de connaissances sur la commercialisation et sur la création d'entreprise
Press manager (Volunteer) / Chargée des relations presse (Bénévolat)
A Donf
Since 2014
Volunteer Work
Montendre
France
- Organisation interview presse-artistes pour le festival Free Music
- Accueil presse
- Gestion interview presse
Communication & Press manager (Internship) / Stagiaire en communication et relation presse
A Donf
February 2013
Internship
Montendre
France
- Stage d'observation de 2 semaines
- Recensement des moyens de communication du festival Free Music
- Élaboration d'un partenariat avec le "Campus en festival" (Angoulême)
- Organisation de soirées découvertes du festival à Bordeaux et La Rochelle
Responsable d'atelier d'animation
Festival 16 000 Toons
October 2013
Volunteer Work
Angoulême
France
- Responsable d'un atelier "jeux"
- Encadrement d'enfants autour d'une tablette numérique
Master 1 Information Communication, parcours Relations Publiques
Université Paul Valéry Montpellier III
September 2016
to February 2017
Communication and customer relation - Vocation Degree / LP Chargé de Communication et Relation Client
IUT Rodez
September 2015
to June 2016
Admise mention Assez Bien.
Received with Honors
Received with Honors
Marketing Techniques Degree / DUT Techniques de Commercialisation
IUT Angoulême
September 2013
to June 2015
Economics & Social Degree / BAC Economique et Social
Lycée Marguerite de Valois (Angoulême)
September 2011
to June 2013
Obtention du BAC en 2013 avec mention Assez Bien et mention Section Européenne Anglais.
Degree received in 2013 with Honors, European Section: English.
Learn more
Degree received in 2013 with Honors, European Section: English.
- England / Angleterre
- Spain / Espagne
- Italy / Italie
- Ireland / Irlande
- Croatia / Croatie
- Scotland / Écosse
- USA / États-Unis
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Français (langue maternelle)
Certificat Voltaire : 688/1000Expert
-
Espagnol (niveau B2)
Intermediate
-
Anglais (niveau B2 - C1)
Cambridge English Certificate 2011 (niveau B1)Advanced
-
Word, Excel, PowerPoint
Expert
-
Teams
Expert
-
Photoshop
Good
-
Slack
Expert
-
InDesign
Advanced
-
Training
Advanced
-
Quality
Advanced
