Heizel Hanssen
Amsterdam
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
Work History
Manager of Customer Service
TAP Airlines
03.2020 - 12.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Supervisor
Zanzibar
04.2017 - 03.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Manager's Assistant
Inv. Maqui Jewelry
02.2012 - 09.2016
- Ran errands to support daily needs of management.
- Responded to and directed incoming calls and other communication.
- Resolved basic computer and office equipment issues through troubleshooting.
- Scheduled meetings and managed calendar.
- Supported department procurement activities by coordinating with manager for direction.
- Coordinated and scheduled travel arrangements and managed expense documentation for reimbursements.
- Monitored and managed social media accounts.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
Education
High School Diploma -
Colegio Maria Inmaculada
Merida, Venezuela2008
Skills
- Administrative Support
- Customer Relations
- Employee Performance Reviews
- Call Center Strategy
- Positive and Constructive Feedback
- Scheduling and Coordinating
- Staff Management
- Social Media Platforms
- Creative Solutions
- Logistics Policies and Procedures
- Customer Service
- Employee Scheduling
Languages
Spanish
Native language
English
Proficient
C2
Portuguese
Proficient
C2
Italian
Advanced
C1
Romanian
Upper intermediate
B2
Timeline
Manager of Customer Service
TAP Airlines
03.2020 - 12.2022
Supervisor
Zanzibar
04.2017 - 03.2020
Manager's Assistant
Inv. Maqui Jewelry
02.2012 - 09.2016
High School Diploma -
Colegio Maria Inmaculada
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