Raphaël S.

Raphaël Schwartz Call Center Agent French French citizenship 40 year old Sofia, Bulgaria -- HOME OFFICE Quiet workspace Recent computers Dual screens Wired ethernet Professional USB headset LANGUAGES French Native C2 English Fluent B2 / C1 German, Dutch, Bulgarian Intermediate B1 / B2 CALL CENTER SKILLS Customer service Positive attitude - Active listening - Empathy - Multitasking Technical support Probe - Analyze - Isolate - Resolve Telesales Needs - Objections - Influencing - Upsell - Closure - Strategic callbacks Targets KPI - AHT - CSAT - Resolution rate CRM Salesforce - Zendesk - Zoho - iCare - GitHub COMPUTER SKILLS Hardware Bios - Cabling - Peripherals Network DHCP - PXE - VPN - SSH Lamp Linux - Apache - MySQL - PHP Dev HTML - CSS - SASS - JS - Modx CMS EXPERIENCE Jan 2017 ⇢ Aug 2017 Telesales Agent / Quality Analyst - Concentrix - Sofia Bulgaria B2C Bilingual Sales of holiday rentals - French and US / UK markets Above average conversion rate - Good AHT - Promoted from Telesales Agent to Quality Analyst Feb 2016 ⇢ Dec 2016 Customer Relation Manager - National Pen Limited - Dundalk Ireland B2B Sales of personalized promotional products Targets always reached - Internal promotion from Transactional Agent to Customer Relation Manager Feb 2015 ⇢ Sep 2015 IT Consultant - Sutherland - Sofia Bulgaria Web Application Specialist - Troubleshooting Moodlerooms open-source e-Learning Management System Good satisfaction surveys - Above average number of cases handled Jul 2013 ⇢ Feb 2015 Customer Service Teleagent - Telus International Europe - Sofia Bulgaria Providing information and active support to our clients by inbound calls Highest number of consecutive 100% passed calls in our team Mar 2013 ⇢ May 2013 Broker - Rare Metal Brokers - Bratislava Slovakia Sales of financial assets in rare metal elements Good results from leads to closure Jul 2012 ⇢ Jan 2013 Technical Support iPhone / iOS / iTunes - Teleperformance - Athens Greece Troubleshooting smartphones and tablets, hardware, software, network Customer satisfaction and sales targets Jul 2008 ⇢ Jul 2010 Freelance Web Developer - Mulhouse France e-commerce installation, new features, design issues, server administration, newsletters Graphicstyle.com, EF-Communication.fr, Kawaii-Shop.com, Concours-Pullip.com Jun 2008 ⇢ Feb 2009 IT Hardware Manager - Collège Victor Schoelcher - Ensisheim France Maintenance of 90 Windows computers and their various assets EDUCATION June 2007 Database Management Systems and SQL Training (ref. NFP107) - CNAM - Mulhouse France June 1998 High School Level Electronics - Lycée Louis Armand - Mulhouse France