Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Heizel Hanssen
Leadership
Amsterdam
Summary
Overview
13
years of professional experience
7
Languages
Work History
Nike
Sales Floor Manager
11.2023 - Current
Job overview
- Resolved escalated customer issues professionally, restoring satisfaction and securing repeat business.
- Enhanced store appearance by creating visually appealing displays that attracted customers and increased traffic.
- Promoted a positive work environment fostering teamwork, mutual respect, and open communication among employees.
- Facilitated ongoing training programs to enhance staff knowledge of products, promotions, and selling techniques.
TAP Airlines
Manager of Customer Service
03.2020 - 12.2022
Job overview
- 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.
Zanzibar
Supervisor
04.2017 - 03.2020
Job overview
- Applied 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.
- 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.
Inv. Maqui Jewelry
Manager's Assistant
02.2012 - 09.2016
Job overview
- 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.
- Facilitated smooth operations during managerial absences by stepping up as an interim leader when required.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Mentored team members to enhance professional development and accountability in workplace.
Education
LinkedIn Learnings
HR Foundations: Core Human Resources
04.2001
University Overview
LinkedIn Learnings
Building Customer Loyalty
04.2001
University Overview
LinkedIn Learnings
Coaching And Developing Employees
04.2001
University Overview
Arbo4allAmsterdam, Netherlands
BEDRIJFSHULPVERLENING from Medical Social Work
04.2001
University Overview
Santiago MarinoMerida, Venezuela
HBO from Nursing
04.2001
University Overview
Colegio Maria InmaculadaVenezuela
High School Diploma
01-2008
University Overview
Skills
Customer service expertise
Timeline
Sales Floor Manager
Nike
11.2023 - Current
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
LinkedIn Learnings
HR Foundations: Core Human Resources
04.2001
LinkedIn Learnings
Building Customer Loyalty
04.2001
LinkedIn Learnings
Coaching And Developing Employees
04.2001
Arbo4all
BEDRIJFSHULPVERLENING from Medical Social Work
04.2001
Santiago Marino
HBO from Nursing
04.2001
Colegio Maria Inmaculada
High School Diploma
2008
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