Shirley Thielemans
Benalmadena
Summary
Dedicated multilingual customer service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
11
11
years of professional experience
Work History
Microsoft ISV Engagement Manager
Microsoft (Webhelp)
10.2022 - 10.2023
- Responsible for onboarding, activating, nurturing and growing a selected list of ISV’s by providing concierge services linked to ISV Market Place Application Publication (Azure)
- Provide concierge support for pre-defined list of Independent Software Vendors (ISVs) developing, publishing and growing sales of applications built on the Microsoft cloud platforms as part of the Digital Sales ISV Success Program
- Enhanced client satisfaction by effectively managing cross-functional teams and delivering high-quality solutions.
- Developed strong relationships with key stakeholders, resulting in long-term partnerships and increased revenue.
- Streamlined internal processes to improve team efficiency and project delivery timelines.
- Led successful projects by overseeing all aspects from initiation to completion, ensuring timely delivery and client satisfaction.
- Collaborated with sales teams to identify new business opportunities and expand the company''s client base.
Sales and Support agent
Sitel
03.2020 - 10.2022
- E-commerce platform
- Provide customer service as first point of contact
- Respond to inbound calls, chats and e-mails
- Identify and escalate issues to supervisors
- Provide support with technical issues on the website.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
Tour leader
Sidetours
03.2014 - 01.2020
- Team leader
- Enhanced customer satisfaction by providing personalized travel experiences tailored to individual interests and preferences.
- Developed strong relationships with local vendors, negotiating favorable prices and guaranteeing quality services for clients.
- Increased tour bookings through effective marketing strategies and compelling presentation of tour offerings.
- Streamlined tour logistics for smoother operations, ensuring timely departures and arrivals at destinations.
- Delivered exceptional customer service, promptly addressing concerns and resolving issues to maintain client satisfaction.
Freelance Customer Service agent in call-center
Sitel
02.2013 - 02.2014
- Outbound calls
- Management of medical appointments and inquiries
- Management and resolve customer complaints
- Identify and escalate issues to supervisors
- Provide service information to customers
- Document all call information according to standard operating procedures
- Follow up customer calls where necessary
- Complete call logs and reports.
Education
Certification - Foreign Languages Education
Berlitz
Netherlands11.2023
Certification - Informatics
Microsoft
Spain05.2023
Certification - Foreign Languages Education
ITTT
Belgium01.2020
Bachelor of Science - Medical Assisting
Leidse Onderwijsinstellingen
Netherlands06.2010
Skills
- Quick adaptability
- Multilingual
- CRM- systems
- Saas applications
- Implementation Management
interests and leisure
Reading, cooking, horse riding, martial art, travelling
personal information
- Date of Birth: 05/06/1976
- Nationality: Belgian
- Driving License: B
Languages
Dutch
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Spanish
Advanced (C1)
German
Advanced (C1)
Timeline
Microsoft ISV Engagement Manager
Microsoft (Webhelp)
10.2022 - 10.2023
Sales and Support agent
Sitel
03.2020 - 10.2022
Tour leader
Sidetours
03.2014 - 01.2020
Freelance Customer Service agent in call-center
Sitel
02.2013 - 02.2014
Certification - Foreign Languages Education
Berlitz
Certification - Informatics
Microsoft
Certification - Foreign Languages Education
ITTT
Bachelor of Science - Medical Assisting
Leidse Onderwijsinstellingen
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