Karim Gunglee

Resume created on DoYouBuzz

Experiences

VIP Support :
Assisting most demanded / high valued restaurants with their ERB configuration (Electronical Reservation Book), a booking system provided by TheFork to manage their bookings, restaurant's floor plan etc
Delivering very high quality service is a top priority by having a close follow up with related departments and of course our clients and a professional exchange
Keep a professional speech whilst keeping a good relationship with our most valued customers
Always try to find an extra mile / workaround in any situation
Setting right expectations to our clients
Very high understanding of restaurants & hotels requests due to past personal experience in these areas
Very High Level of Softskills involved on a daily basis
Very high ability to instill Softskills to others
Softwares used : Zoom and similar, SalesForce, Slack, Google engine
Left due to mindset not being aligned anymore with my own

helping customers on how to use the platform, TheFork to book correctly their meal if they are experiencing unexpected behaviors from our system
Technical issues troubleshoots etc

Filter videos images and alike following guidelines/workflows of the company - TikTok
Left for personal reasons

Customer Service - only via chat - for the Disney+ project
helping customers with different issues regarding the platform or general troubleshooting
Project shut down

Sofwtares used : Intranet, proper and confidential to Airbnb, Trello, Slack, amongst other Windows tools
Floor Support: - Helping agents with cases workflow / softskill / empathy wise in difficult situations- Detail the workflow if it is not clear for the agents so they can proceed with a positive outcome of their cases- helping Team Leader for Supervisor Calls- 'coach' agents on some procedures and/or 'How-it'works'
Also 'Loss Angel':- Reviewing monetary losses requests from case managers and evaluating, as per Workflows, if in certain situations, the company needs or not to make potential investments (refund or reimburse a user after bad experience for example)

Trip Plus Agent for Airbnb market
Helping users when they have issues regarding reservation, refunds, mediation, etc
Very High Level of Softskills involved

Non Trip Agent for Airbnb at CPM Barcelona
Helping users when help is needed regarding their profile or inactive reservations

After Airport Representative, was promoted to Driver-Guide for the Spanish Market
Very good Knowledge of the whole Island spots and History
Also was responsible of Groups of Travellers from big Companies like REPSOL, CAIXA etc...

Welcoming and assisting travellers in their check-in and out at the Airport of Mauritius
I was there mainly for French, English and Spanish travellers

Promoted to Bar Supervisor and sponsored for the NTC2 course at the hotel school by the Labourdonnais Waterfront Hotel

Great hotel to work in
This hotel is a Business hotel and we receive mainly business travellers

waiter in the main restaurant then promoted to Barman
very good knowledge of Bar products and history

Guest Relation Officer
- Welcoming and checking out clients of the hotel by introducing the hotel to them, highlights and other points of interests

5 days at the hotel, 1 day at school

learning the ropes of restaurant organization
set tables, stock etc

Skills

Think 'out-of-the-box' mindset

finding workarounds to potential 'bugs' or 'glitches'

Expert
Softskill

Always try to satisfy the clients by explaining the whole situation, and how to remedy to it

Advanced
Language

I speak French and English fluently
I speak Spanish as well, and can have a good converation, but I still need to work more on it !

Advanced
Body Language

Very important skill when face to face with clients

Expert
Proactive

Always trying to anticipate potential issues and solving them before they can happen !

Advanced
Listener

It is important to listen to the customer to respond more accurately

Expert
Perfectionist

Always try to make the best out of a situation and find the best way to solve it

Advanced
Cartesian

I am very Cartesian, there are rules and they need to be applied, exceptions should not be made too often

Advanced
Empathetic

Expert
Adapts easily in new environment

Expert

Microsoft Excel

Knowledge of Excel, always space for improvement - Calculs and other basic manipulations

Good
Microsoft Word

Advanced
Microsoft PowerPoint

Always space for improvement - Can do Presentations, Slide-Shows etc

Good
Mozilla Firefox and Thunderbird

Advanced
Google Chrome

Very fast at going through the internet to look for information

Advanced
Outlook

Advanced

First Aid Trained

Advanced

French : mother tongue

Expert
English (fluent)

Expert
Spanish (fluent)

Good

Education

2nd year of Hotel School (full time) 5 days school from Monday to Friday 8am - 4.30pm)
At hotel after School from 6pm to 1am
Was Bar Waiter then promoted Assistant Bar Supervisor at Labourdonnais Waterfront Hotel

Island of Mauritius

1st Year of Hotel School (part time - 1 day school in a week and 5 days work at the hotel)
Waiter at the Heritage Golf and Spa Resort

Left Paris for family reasons and continued my scholarship in Mauritius in a private French High School

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Customer & Technical Support Oriented

Customer Care Specialist for VIP Department (Barcelona, Spain)

Customer Care Specialist (Barcelona, Spain)

Content Moderator (Barcelona, Spain)

Customer Service Agent (Barcelona, Spain)

Floor Support / 'Loss Angel' (Barcelona, Spain)

Trip Plus French Market (Barcelona, Spain)

Non Trip Agent (Barcelona, Spain)

Driver - Guide (in Mauritius Island)

Airport Representative (in Mauritius Island)

Assistant Bar Supervisor (in Mauritius Island)

Barman (in Mauritius Island)

Waiter then Barman

Guest Relation Officer (in Mauritius Island)

Restaurant Waiter

Communication

Computer Skills

Healthcare

Languages

Sports

NTC 2

Sir Gaetan Duval hotel School

NTC 3

Sir Gaetan Duval Hotel School

High School

Lycée Labourdonnais

Secondary School

College L.Gambetta

Primary School

École Pelleport