Joachim Boyer

Principal responsibilities: - Deal with inbound calls and emails from business partners - Provide a high quality IT support - Report results and issues regularly - Process improvement implementation - Technical and functional knowledge of web and e-commerce applications - Flexibility and capacity to deal with fast moving and challenging environment

Assisting Front and Back office to treat the escalations from customer service and be the point of liaison between all services in the company. Do the quality checks of the calls and emails and give feedback to the customer service agents. Ensure that the targets are met and issues communicated.

My focus in this position was on the conversion and retention of new and existing clients in a fast paced, multilingual and international environment through chat, email and phone. The French market closed only 2 month after I arrived in the company, therefore I had to work mostly with english speaking customers. This challenging position required a high level of customer service but also responsiveness to any sign from the client to seal the deal in order to achieve my targets.

Specific qualifications include • Contract negotiation • Customer relations • Tour design • Business management • Event planning • Marketing • IATA Billing and Settlement • Galileo CRS