Isabelle Rosier
Greenford
Summary
A highly regarded Customer Sales Agent with 23 years of experience in the airline industry specialising in reservation, After Sales, trade support and highly valued customers, fluent in English and French with exceptional organisational and interpersonal skills, and a proven ability to excel under pressure. Seamlessly adapts to all challenges, whether working as a Team player or an individual contributor, being an invaluable asset to any organisation.
Overview
23
23
years of professional experience
Work History
AIR FRANCE UNION REPRESENTATIVE/HEALTH OFFICER
UNITE THE UNION
03.2021 - 09.2024
- Deals primarily with workplace issues
- Negotiate pay
- Represent employees at meetings
- Initiate policy adjustments or changes in working conditions to provide members with a better work environment and opportunities
- Advocated for fair labour practices by representing workers in negotiations.
- Negotiated contracts to improve working conditions for members.
- Collaborated with management to resolve workplace disputes and maintain harmonious relations.
- Enhanced worker safety, implementing new health protocols.
- Guided employment rights, supporting member understanding.
- Improved communication between union members and management through regular meetings.
- Addressed grievances for maintaining a positive work environment.
CUSTOMER SERVICE REPRESENTATIVE
AIR FRANCE
06.2001 - 09.2024
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements
- Assisted customers with Product-related questions, feedback, and complaints
- Maximised customer satisfaction by resolving service issues promptly
- Addressed customer service enquiries quickly and accurately
- Coordinated referrals and escalations to obtain specialised support
- Handled high-volume telephone calls to address and resolve customer queries
- Stayed current on policies, procedures, and standards to offer optimal support
- Gave out information and advice about available products and service options
- Provided information on after-sales services for comprehensive support
- Assisted in fulfilling customer orders in person, via email and by telephone
- Processed refunds, exchanges, and service requests for customers
- Listened to individual complaints with an open mind and asked detailed questions to understand issues and solve problems
- Typically handled 7 complex requests by email within 2hrs to answer, investigate and resolve customer queries, elevating customer satisfaction with immediate support such as special needs requests (medical device, assistance, oxygen), flight changes, requests for musical instruments, and sports equipment
- Handled all telephone calls 15-25/4.5hrs per the Service Standards and Service Signatures
- Used the reservation systems to process telephone sales for individual clients
- Promoted Air France, KLM and Delta products and services to generate revenue
- Assisted customers and clients over the telephone or through emails with specialist support and after-sales services, such as reservation changes, special requests for passengers with special needs or reduced mobility, and medical cases
- Provided relevant information to clients to enhance customer service and loyalty
- Responded to customer and client emails and chats in line with the proper service level agreements (SLAs)
- Assisted customers and clients with their online booking and other web queries
- Reported customer feedback on web functionalities and content
- Deescalated customer complaints by searching for a solution that balances the interests of Air France KLM Group and the customer
- Flagged situations that might become high-profile/impact cases
- Ensured that the customer was stored and adjusted in the appointed system and processed per the applicable rules and regulations
- Assisted with in-house support and training of new staff when required
- Participated in specific operational projects, as needed
- Promoted good working relationships with all employees and clients of Air France, KLM and Delta
- Assisted with any ESSC activities as and when needed
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers and the company.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Workplace Representative 1A & 1B -
Ruskin College
London, ENG09.2021
Health & Safety Module 1A & 1B -
Ruskin College
London, ENG03.2022
NVQ Academic Achievement Award ENG NVQ Level 2 - Customer Service
City & Guilds of London
London, ENG11.2000
Skills
- Problem-solving
- Multi-tasking
- Team player
- Energetic work ethic
- Product knowledge
- Telesales techniques
- Administrative support
- Salesforce CRM
- Telephone skills
- Complaint handling
- Call Centre experience
- Relationship-building
- Active listening
- Written and verbal communication
- Creative problem-solving Skill
- Proficiency in Amadeus
- Proficiency in Altea DC
- Proficiency in World tracer
Languages
French
Native language
English
Proficient
C2
Timeline
AIR FRANCE UNION REPRESENTATIVE/HEALTH OFFICER
UNITE THE UNION
03.2021 - 09.2024
CUSTOMER SERVICE REPRESENTATIVE
AIR FRANCE
06.2001 - 09.2024
Workplace Representative 1A & 1B -
Ruskin College
Health & Safety Module 1A & 1B -
Ruskin College
NVQ Academic Achievement Award ENG NVQ Level 2 - Customer Service
City & Guilds of London
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