Claudia Luisi
Den Dolder,UT
Summary
Passionate and hardworking Customer Service Specialist with over 25 years of experience in leading positions such as Aviation operations, Training and development and Process improvement. Born in Argentina, moved to The Netherlands in 1998 and worked for the same Company in different positions since then. Eager to leverage my experience and skills within a people-driven organization while helping achieve company goals.
Overview
33
33
years of professional experience
Work History
Senior Training and Process Specialist
Customer Service Ormco B.V.
07.2015 - Current
- Designed and provided training for new employees in Customer Service (Oracle E.R.P. System, Procedures and Products)
- On-boarded team of 60 new CS employees in Prague
- Coached and mentored new customer Service employees and leaders during Prague transition
- Created and maintained working instructions for Customer Service processes
- Responsible for WI communications to stakeholders
- Supported Sales and CS with technical questions and E.R.P. system related queries
- Designed, tested, and implemented Oracle new tools to increase productivity and quality within CS team
- Contributed as expert matter person in new processes implementation such as 5S and Kaizen events representing Customer Service team
- Analyzed quality results and translated them into learning opportunities, process improvement and development plans
- Designed and developed accessible, understandable, and relevant education material as well as working tools for Customer Service and sales
- Facilitated product training to Sales, Quality team and other departments
- Collaborated with Product Management in designing and revising new catalog
- Coordinated Master data project for implementation of Q.A.D. shipping system
- Conducted Training feedback questionnaires to align training sessions with employee's needs.
Customer Service Supervisor
Iberian team, Ormco B.V.
07.2005 - 07.2015
- Coordinated daily activities concerning order management, complaints, new customers, phone handling, CRM
- Supervised team of 11 direct reports handling Iberia, Italy, Poland, Hungary and 33 distributors in EMEA
- Involved in selection process, performance evaluation and development plans
- Created reports to measure service level and team's quality
- Analyzed results and addressed them.
Operations Duty Manager
Airmark S.A.
01.1997 - 03.1998
- Coordinated daily pre and post flight activities such as catering, fueling, crew, ramp handling, check-in to ensure that flights were departing on time and in manner
- Audited Latin America stations, monitored service level and reported to Operations director.
Passenger Handling Supervisor
Aero Cancun/ Dinar Airlines
01.1994 - 01.1997
- Coordinated and supervised all related tasks concerning flight dispatching
- Customer service team of 20 employees
- Provided training to new employees about Service and Lost and Found
- In charge of roosters, holidays, and performance conversations.
Hospitality Agent
British Airways lounge, Intercargo S.A.
12.1992 - 12.1994
- Monitor lounge seating availability, service, safety, and well being of guests
- Prepared and served beverages and food
- Responsible for e stock replenishing of lounge supplies.
Flight Attendant
Aerolineas Argentinas
06.1991 - 12.1992
- Boeing 727/737 and MD 83 regional and Latin America's flight
Education
English Philology -
Universidad De Buenos Aires
Facultad De Filosofia Y Letras, Buenos Aires12.1991
Faculty Of Communication Science - English Public Translation
Universidad De Moron
Moron, Buenos Aires06.1989
Bachelor in Pedagogy -
Escuela De Educación Media Nro. 6, Jose Felix Bogado
Ramos Mejia, Buenos Aires12.1987
Skills
- Strong working ethics
- Planning and Time Management
- Adaptability/flexibility
- Teamwork/Collaboration
- Positive attitude
- Problem Solving
- Strategic thinking
- Good communications
- Social, curious and and energetic
Languages
Spanish
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Dutch
Upper intermediate (B2)
Italian
Intermediate (B1)
French
Elementary (A2)
Portuguese
Beginner (A1)
References
Available upon request
Timeline
Senior Training and Process Specialist
Customer Service Ormco B.V.
07.2015 - Current
Customer Service Supervisor
Iberian team, Ormco B.V.
07.2005 - 07.2015
Operations Duty Manager
Airmark S.A.
01.1997 - 03.1998
Passenger Handling Supervisor
Aero Cancun/ Dinar Airlines
01.1994 - 01.1997
Hospitality Agent
British Airways lounge, Intercargo S.A.
12.1992 - 12.1994
Flight Attendant
Aerolineas Argentinas
06.1991 - 12.1992
English Philology -
Universidad De Buenos Aires
Faculty Of Communication Science - English Public Translation
Universidad De Moron
Bachelor in Pedagogy -
Escuela De Educación Media Nro. 6, Jose Felix Bogado
Similar Profiles
Vinisha GudluruVinisha Gudluru
Business Performance Analyst at NSW Department of Customer Service (GRA Governance customer & Policy)Business Performance Analyst at NSW Department of Customer Service (GRA Governance customer & Policy)
K.YUVARAJ K.YUVARAJ null
4.Company: GMMCO LTD (Customer Support) SERVICE at Role-SERVICE ENGINEER- CUSTOMER SUPPORT (CSE) Customer support engineer4.Company: GMMCO LTD (Customer Support) SERVICE at Role-SERVICE ENGINEER- CUSTOMER SUPPORT (CSE) Customer support engineer
Jean Philip SylvesteJean Philip Sylveste
T&S Content Moderator SVFR at TikTok Service Netherlands B.V.T&S Content Moderator SVFR at TikTok Service Netherlands B.V.
Arcchana ShharmaArcchana Shharma
Human Resource Generalist at Jones Lang LaSalleHuman Resource Generalist at Jones Lang LaSalle
Björn KraalBjörn Kraal
Digital Forensics and Incident Response at DeloitteDigital Forensics and Incident Response at Deloitte