Summary
Overview
Work History
Education
Skills
Accomplishments
Custom
Affiliations
References
Timeline
AccountManager
Yvonne DESCUBES

Yvonne DESCUBES

Customer relations
London,UK

Summary

Energetic Retail Shop Manager with knack for boosting team morale and driving sales growth. Successfully led teams to enhance customer satisfaction and streamline operations. Regularly implemented innovative strategies that improved store performance and maximised profitability.

Driven professional with talent for leadership and customer service. Possesses strong organisational skills and ability to foster team collaboration. Aims to enhance store performance and elevate customer satisfaction.

Flexible individual with high level of professionalism, patience and productivity. Possess goal of acquiring leadership skills and maintaining customer loyalty. Self-driven and motivated to go extra mile to serve and assist team.

Customer-oriented Customer sales retail with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.

Committed, convinced and resourceful humanitarian worker, with strong ethics and extensive experience in the field. I know how to manage several tasks simultaneously, work under pressure and intense environments.

Committed, convinced and resourceful humanitarian worker, with strong ethics and extensive experience in the field. I know how to manage several tasks simultaneously, work under pressure and intense environments.

Overview

35
35
years of professional experience
6
6
years of post-secondary education

Work History

Customer Sales Retail Shop

CANCER RESEACH UK
London, United Kingdom
03.2023 - Current
  • Handled cash transactions accurately, preventing discrepancies in financial records.
  • Supervised inventory management, minimising stock wastage.
  • Organised promotional campaigns, boosting brand visibility within the local community.
  • Collaborated closely with suppliers, fostering long-term professional relationships.
  • Improved team morale through regular staff meetings and open communication.
  • Coordinated shop displays for increased foot traffic.
  • Scheduled work shifts to ensure continuous store operation.
  • Handled customer complaints for an improved shopping experience.
  • Ensured punctuality amongst staff members, leading to smoother operations.
  • Arranged merchandise attractively, increasing overall sales volume.
  • Conducted staff appraisals and promoted ongoing professional development.
  • Completed opening and closing procedures each day.
  • Developed team's product knowledge, resulting in increased store sales.
  • Delivered high level of service to clients to maintain relationships for future business opportunities.
  • Oversaw business staffing and training, building successful, customer-focused team.

Customer relations manager (Volunteer)

SHARE FREEDOM AND EQUALITY TRUST
London , UK
10.2019 - 03.2022
  • Supervise all activities in the field of an action
  • Manage a team of volunteers and volunteers
  • Promoted the professionalism of youth work by supporting education and training competency standards of our organization
  • Provided technical assistance for national and regional youth policies and create youth development frameworks, guidelines and tools
  • Provided Projects and participates in staff training, coordinates the work of each other and the monitoring of all projects in the world
  • The index is a comprehensive measure across 5 domains that are critical to youth development Education, Health, Employment, Civic participation and Political participation
  • Represents the association / NGO with local authorities and financial actors
  • Leader of people, the head of mission supervises and ensures the safety of the expatriate and local teams
  • Assisted and Support for national, regional and global youth
  • Projects and works in collaboration with local partners and with other international organizations present in the countries where it operates
  • Working with the Ministry of Education to conduct school assessment and mapping to selected schools approximately 20 schools in three municipalities of Bomono Ba Mbengue I & II, Bomono Gare, and Bomono Ba Djedou for the expansion of the School Readiness and Accelerated programme
  • I regularly went to field to gather information and follonthe training of educational advisers
  • Support to personnel in routine and emergency operations
  • Working with the Government of Cameroon to increase protection for children and adolescents from violence, exploitation and abuse, as well as harmful cultural practices
  • Ensuring children have improved access to prevention, care, support and justice services required for their physical, mental and social well-being
  • Working together to equip frontline child protection workers with the skills and tools they need to provide these services
  • Developing family-based alternatives for children in institutional care, including reintegrating them with extended family or with foster families
  • Contribution to the preparation of the budget and the recruitment of volunteers
  • Compliance with emergency protocols and reporting of any security incident
  • Evaluation of calls for projects and formulation of recommendations
  • Improved customer satisfaction by managing relationships effectively.
  • Organised training sessions to enhance team performance.
  • Managed complaints, resulting in increased customer loyalty.
  • Reviewed feedback with the aim of improving services offered.
  • Developed comprehensive reports, providing insights into customer behaviour patterns.
  • Ensured compliance to regulations whilst maintaining quality standards in service delivery.
  • Responded to telephone and in-person requests for information.
  • Built lasting relationships with clients through customer service interactions.
  • Advised on product development based on customer feedback and market trends.
  • Contacted satisfied customers to offer additional services.
  • Resolved customer concerns promptly to maintain satisfaction.
  • Reached out to prospective customers and warm leads to establish friendly, professional relationships.
  • Helped resolve client problems quickly with superior customer service.
  • Used consultative sales approach to understand and meet customer needs.
  • Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
  • Accounted for all inventory and ordered new stock.
  • Collected and processed payments.
  • Assisted with fundraising initiatives to further support charitable causes.
  • Provided companionship to elderly residents through regular visits and conversations.
  • Developed and implemented innovative programs and services to address community needs.
  • Liaised with community organisations and partner agencies to identify volunteer opportunities and align volunteer efforts with community needs.

Agencies Manager

SAS SONIC EMEA VOYAGES
Paris, France
04.2014 - 03.2020
  • Company Overview: SELECTOUR 1st French Network of Independent Travel Agencies
  • Promote Se-Voyages in the European, African, Middle East and USA markets
  • Maintain and develop business with different Agencies and Large Accounts
  • Tender public markets, follow-up of administrative formalities
  • Ensure that all contracts are up to date
  • Advise and guide customers by optimizing sales proposals
  • Develop business and implement the sales & marketing strategy for key accounts
  • Adaptation to the diversity of people and situations
  • Recruitment, staff training
  • Process customer complaints, negotiate various contracts
  • Manage customer profiles, negotiate prices with different partners
  • Organization and implementation of the SBT and monitoring of the travel policy
  • Advise customers in order to make them realize the savings on the travel budget
  • SELECTOUR 1st French Network of Independent Travel Agencies

Senior Passengers Sales Representative

ROYAL JORDANIAN AIRLINES
London, UK
02.2008 - 10.2011
  • Promote RJ products in the UK and Ireland market
  • Maintain and develop business with different Agencies and Large Accounts
  • Ensure that all contracts are up to date
  • Advise and guide customers by optimizing sales proposals
  • Developing and implementing business documents to improve efficiencies in the sales process
  • Adaptation to the diversity of people and situations: UM (Child Minors) and people with reduced mobility
  • Inform, welcome, assist
  • Correspondence formalities
  • Process customer complaints, negotiate with the various media
  • Management of overbooking, search for volunteers - PSR function (delivery of airport tickets)
  • Organization of congresses, seminars, reward trips, etc
  • Registration and boarding of passengers Counter agent, MCD’s, MEDA, UM's, TOD, TSR

Senior Consultant Business/Corporate Travel

AMERICAN EXPRESS
London, UK
04.2006 - 01.2008
  • In charge of customers within the customer and Enterprise division and develop customer relations between and EMEA sales
  • Manage the client and company portfolio
  • Verification of all payment s, control expenses and make a comparison with bank statements to balance the accounts
  • Over the past few years, I have been able to develop my sense of leadership, an ability to animate, anticipate and decide, good resistance to stress, relational ease, rigor, diplomacy, autonomy and listening
  • Manage the customer portfolio, better satisfy by reinventing the offer
  • Update customer profiles, build trips adapted to requests, process orders by phone and using the computer tool
  • Ensures that all formalities have been taken into account (visa, authorization to land on foreign territory)
  • Creation of a database and a CRM dashboard including electronic invoicing allowing the rapid evaluation of expenses
  • Manage the system of reservations and follow-up of expenses
  • Offer support and advice to colleagues, use the internet to track down the lowest prices online, maintain weekly meetings in order to improve our performance

Senior Service Groups

AIR CANADA
Paris, France
02.2005 - 04.2006
  • Management of groups of 400 to 2000 people, 35 managed, Budgets of 200 to 15000 KE
  • Commercial development, A to Z management of events: recommendation of customer operations, logistical and technical monitoring, field support, group ticketing, budget monitoring, customer contract and invoicing
  • Verification of all payment transactions
  • Assist connecting passengers between flights, liaise with immigration authorities
  • Provide group rate quotes and follow up to obtain clients
  • Provide the highest level of service
  • Mastery of different Outlook micro soft office software systems
  • Commercial relationship Customer meetings and briefing, Study of specifications, Establishment of customer recommendations, customer advice
  • Promote special offers for ticket issuance, make prepaid payments before departures
  • Make GRP reservations, hotels sometimes include transfers
  • New booking and verification
  • Handle customer complaints and reports as necessary
  • Issue and control of invoices, emails

Assistant Coordinator – Volunteer Part-time

NGO Humaritarian Secours Catholique Français
Paris, France
02.2005 - 04.2006
  • Support to personnel in routine and emergency operations
  • Contribution to the preparation of the budget and the recruitment of volunteers
  • Work with different partnerships team to support resource mobilization and information
  • Compliance with emergency protocols and reporting of any security incident
  • Strategic support and other tasks for office of innovation around humanitarian
  • Evaluation of calls for projects and formulation of recommendations
  • Identify and share the observed impacts, risks and threats as well as success factors in the implementation of program activities and participate in decision-making for corrective measures
  • Facilitated the documentation of the results of successful experiences and the lessons learned from each agent with the aim of continuous improvement in the sharing of tasks
  • Conducted research to justify feasibility and budgets by the NGO
  • Participe in the preparation and deployment of annual project reviews
  • Participe in coordination meetings with teams and other employees

Education

Diploma - Business Travel Agent

IATA BSP & Remboursements Essentiels
Richmond, TW9

Diploma - undefined

IATA Airlines Airport Marketing Management
London, Richmond TW9

Diploma -

IATA Airport Management
London, Richmond TW9
01.2009

Masters - Business Management in Business Tourism « Option Project Management »

TVU
01.2007 - 01.2008

Master of Science - Tourism Business International

University of Versailles
06.2008

Bachelor of Arts - Baccalauréat de Technicien option Accounting

Paris
06.1985

Skills

  • Customer relations
  • Cash-handling expertise
  • Staff training
  • Staff management
  • Complaint handling
  • Team motivation
  • Pricing strategies

Accomplishments

  • 36 years of experience in organization and management of professional travel for high personalities, VIPs, and businessmen in EMEA and worldwide.
  • Directed Sonic Emea Voyages Sélectour, the 1st French Network independent of travel agencies.
  • Volunteered as assistant coordinator for a Humanitarian NGO, promoting professionalization of youth work.

Custom

  • Diplôma PSA Airlines Service Passagers Aéroport, Crawley, England, RH11 7XX, UK, 2008
  • Certificate Airlines Customers Relations, 2002
  • Diplôma IATA Level’s l, II, & III + British Airways Level’s I & II Ticketing & fares, 1997/2001

Affiliations

  • Motorsport enthusiast (Formula 1) Have the fiber of the defense of human rights Hobbies: Reading, Internet, cinema, travelling, music, restaurants Sports: Aqua Fit, Jogging, Theater

References

References available upon request.

Timeline

Customer Sales Retail Shop

CANCER RESEACH UK
03.2023 - Current

Customer relations manager (Volunteer)

SHARE FREEDOM AND EQUALITY TRUST
10.2019 - 03.2022

Agencies Manager

SAS SONIC EMEA VOYAGES
04.2014 - 03.2020

Senior Passengers Sales Representative

ROYAL JORDANIAN AIRLINES
02.2008 - 10.2011

Masters - Business Management in Business Tourism « Option Project Management »

TVU
01.2007 - 01.2008

Senior Consultant Business/Corporate Travel

AMERICAN EXPRESS
04.2006 - 01.2008

Senior Service Groups

AIR CANADA
02.2005 - 04.2006

Assistant Coordinator – Volunteer Part-time

NGO Humaritarian Secours Catholique Français
02.2005 - 04.2006

Diploma - undefined

IATA Airlines Airport Marketing Management

Diploma - Business Travel Agent

IATA BSP & Remboursements Essentiels

Diploma -

IATA Airport Management

Master of Science - Tourism Business International

University of Versailles

Bachelor of Arts - Baccalauréat de Technicien option Accounting

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Yvonne DESCUBES Customer relations