RAYANE KASMY
Barcelona
Summary
Me considero una persona orientada a las personas y a los clientes. Mi experiencia en la gestión de equipos me ha permitido establecer relaciones positivas, inspirar confianza y guiar a los miembros del equipo hacia la consecución de los objetivos de la organización. Además, conseguí no sólo contratar y tutelar, sino también orientar a mi equipo hacia el desarrollo profesional.
Disfruto trabajando en varios departamentos con codirección y liderazgo de alto nivel.
Identifiqué con éxito bloqueos y áreas de mejora e implanté nuevas iniciativas y procesos.
Mi prioridad es crear una cultura de trabajo dinámica y positiva para alinearla con la misión y los valores de la organización.
Mi estilo de liderazgo es predicar con el ejemplo.
Overview
18
18
years of professional experience
Work History
Customer Care & Fashion Advisor
Mytheresa
10.2023 - Current
- Increased customer satisfaction by providing personalized fashion advice and recommendations based on individual preferences.
- Developed loyal client relationships through consistent follow-up and communication, resulting in repeat business.
- Improved store sales by collaborating with team members to create eye-catching displays and merchandise arrangements.
Team Leader Technical Support Core Markets
SumUp
03.2020 - 08.2023
- Tech pillar team leader (2023): DACH/ FR/ IT and UK market
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
Customer Technical Support Expert
SumUp
03.2018 - 03.2020
- Security / Anti-Fraud Specialist
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Team Leader Customer Service French Market
Flixbus
09.2015 - 03.2017
- Managed a 12-agent team
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
Customer Service Manager
Flixbus
09.2014 - 09.2015
- Improved customer satisfaction by streamlining support processes and implementing new strategies.
- Reduced response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Decreased customer complaints, proactively addressing issues and implementing effective solutions.
Summer Camp Leader
French Language And Culture Summer School
01.2006 - 01.2015
- High School/ Summer Camp, Underprivileged neighborhood house, Adult with intellectual disabilities
- Enhanced camper experience by developing and implementing engaging, age-appropriate activities.
- Established positive relationships with campers and parents through effective communication and rapport-building efforts.
- Contributed to successful camp operations by coordinating daily schedules, logistics, and resources.
- Promoted teamwork among camp staff and counselors, fostering a supportive and collaborative work environment.
Education
Bachelor of Arts - Law
Université D'Orléans
OrléansSkills
- Complaint Resolution
- Shift Scheduling
- Employee Evaluation
- Motivating Team
- Team Supervision
- Mentoring
- Onboarding and Orientation
- Performance Improvement
Languages
French
Bilingual or Proficient (C2)
English
Advanced (C1)
Spanish
Beginner (A1)
German
Intermediate (B1)
Timeline
Customer Care & Fashion Advisor
Mytheresa
10.2023 - Current
Team Leader Technical Support Core Markets
SumUp
03.2020 - 08.2023
Customer Technical Support Expert
SumUp
03.2018 - 03.2020
Team Leader Customer Service French Market
Flixbus
09.2015 - 03.2017
Customer Service Manager
Flixbus
09.2014 - 09.2015
Summer Camp Leader
French Language And Culture Summer School
01.2006 - 01.2015
Bachelor of Arts - Law
Université D'Orléans
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