Manon Drapier
Martin Mill,Kent
Summary
Experienced professional with a strong background in after-sales support, complaint handling, and order processing. Proficient in using Salesforce CRM to enhance customer relations and streamline call centre operations. Demonstrates exceptional coordination efficiency, time management, and organisational skills. Adept at utilising project management tools to ensure seamless project execution. Committed to leveraging expertise to drive customer satisfaction and operational excellence.
Overview
7
7
years of professional experience
Work History
Operational Resilience Strategy Manager
Eurostar
London
08.2024 - Current
- Developed strategic plans for effective problem resolution.
- Improved operational efficiency with comprehensive strategy development.
- Directed team efforts to achieve corporate objectives.
- Facilitated staff training, resulting in improved performance and productivity.
- Managed stakeholder expectations to maintain strategic alignment across departments.
- Used project management tools and techniques for positive, successful outcomes.
- Negotiated contractual terms and conditions for beneficial outcomes.
Operational Resilience Coordinator
Eurostar
London
02.2024 - 08.2024
- Streamlined team communication by implementing effective coordination strategies.
- Coordinated project tasks for successful and timely completion.
- Enhanced team productivity with efficient delegation of tasks.
- Created detailed schedules to streamline work processes.
- Liaised with external parties to ensure seamless project execution.
Customer Care Advisor
Eurostar
Ashford, Kent
06.2021 - 02.2024
- As a customer care advisor, my role is to answer incoming calls and manage the communication between the customer and the company. Performing administrative functions by updating clients accounts and handling enquiries. It is a challenging position as it's important to deliver the best customer service in any situation. Facing some request and/or complaint, making sure to satisfy the customer by following the company policy. Being efficient, professional and friendly are the key.
Carer
Meritum integrated care ltd
Folkestone, Kent
11.2020 - 06.2021
- Assisting in meeting the daily needs of patients and in the provision of physical and emotional care and working as part of a team to achieve the required standards. Responsible for the provision of personal and basic health care to clients, assisting them to gain confidence in performance of their day to day self care chores.
Ferry Stewardess
P&O Ferries
Dover, Kent
05.2019 - 12.2020
- Stewardess on board the ferries between Dover and Calais, working on all aspects of the onboard offer (duty free shop, coffee shop, bar and food court), and trained in managing safety on board, both for normal duties and in case of incident.
Au Pair daughter
Smart Au Pair
Ashford, Kent
08.2018 - 04.2019
- Looking after a 13 year old and living with the family, helping out with household duties, planning meals and cooking for the whole family. I have enjoyed integrating the family fully and feeling responsible for my duties, as well as acting as a role model for the child I am in charge of.
Quality Controller
Flex'n Gate factory
Marines, France
01.2018 - 08.2018
- Control, operation and final work on automobile spare parts, as well as quality control. Shift work, covering early morning, afternoon and night shifts.
Education
Baccalaureate Literature, Languages and Music -
Lycée Louise Michel
Skills
After-sales support
- Complaint handling
- Order processing
- Salesforce CRM
- Customer relations
- Call centre experience
- Project management tools
- Coordination efficiency
- Time management and organisation
Languages
French
English
German
Affiliations
- Running
- Music
Timeline
Operational Resilience Strategy Manager
Eurostar
08.2024 - Current
Operational Resilience Coordinator
Eurostar
02.2024 - 08.2024
Customer Care Advisor
Eurostar
06.2021 - 02.2024
Carer
Meritum integrated care ltd
11.2020 - 06.2021
Ferry Stewardess
P&O Ferries
05.2019 - 12.2020
Au Pair daughter
Smart Au Pair
08.2018 - 04.2019
Quality Controller
Flex'n Gate factory
01.2018 - 08.2018
Baccalaureate Literature, Languages and Music -
Lycée Louise Michel
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