Agnes Nguyen France
International Business

Agnès Nguyen
7 avenue Montesquieu Single, 40 y.o
95230 Soisy sous Montmorency - France French citizen
06 70 80 95 07
Fluent in French, English, Spanish & Vietnamese

France Télévisions Publicité Paris

Advertising agency for 30 channels (French & foreign)

4 Organize the services & write the processes of Quality (ISO)

Objectives

· Compile Quality Procedures according to ISO’s rules

· Organize the required services

· Recruit, manage and motivate the teams involved

· Provide an interface with Internal and External Customers

· Participate in the current projects (screen 16/9, new conditions of sales…)

· Propose statistics dashboard to measure performance

achievements

· Procurement of ISO certificate within 6 months

· Organization of the services & dispatching of 2400 customer’s portofolios

2002 - 2007 Call Centers Manager for the graduated pension scheme and social action (24 persons)

IONIS, Social protection Group Paris

Pension funds, Contingency funds, Wage saving

4 Contribute to the plan of reorganization of graduated pension scheme

Objectives

· Build up two call centers from functional requirements

· Manage, co-ordinate & motivate the teams

· Pilot all the activities relating to call centers

· Define needs from CRM tool

· Provide an interface with the other relevant departments

· Establish a Quality approach for the Customer Service

achievements

· Written and compiled the Customer Service Manual

· Proposal for adequate "reference frames of competences" to HR

· Created the statistical dashboards

· Exceeded the objectives : Quality of service by 10%, Performance by 20%

2000 – 2002 Supervisor of operations in Paris & France Claim Handler (15 persons)

SWISSAIR, Roissy CDG – Frequently fly to Lyon & Zurich

4 Control the quality of service with for objective to hit 100 %

Objectives

· Reorganize the logistic service

· Manage import and export flows

· Control quality of equipment (order, repair)

· Supervise the forwarding of commodities by Air and Road

· Handle claims and complaints for France

achievements

· Installation of continuous reporting by the teams allowing an effective follow-up

· Transportation : > 900 tons of freight per month

· Cost control : transportation & equipment

· Total quality ensured : 100% of re-checked values

1995 – 2000 Claim handler for France & Team leader of the Customer Service (4 persons)

KLM, Roissy CDG – Sometimes fly to Lille

4Take part in a “Cost Saving” exercise in the Customer Service Organization

Objectives

· Manage and motivate the team

· Ensure an optimal quality of service to the Customer

· Carry out the pro-active calls (push customer to product)

· Offer feedback on the market to the Sales department

· Analyze the claims & make decisions based on conventions and protocols

achievements

· 100% of the allocated capacity sold

· Advice delivered to colleague and customer on claims purpose

· 40 claims per months managed : 100% of claims closed within 3 months

v education

2008 Master’s degree in International Trade & Marketing EENI,Spain

2007 Certification in Total Quality Management (EFQM, ISO9001) CNAM,Paris

2006 BSc in International Trade CNAM, Paris

(With predominance: Marketing, Management, Communication, and Finance & Transport)

1993 BETC National Diploma in sales College, Goussainville

v courses

2007 How to manage Quality Projects - Learning Tree

2007 Introduction to VBA Programming - Learning Tree

2004 Administration of CCS Supervision A4400 - Alcatel Paris

2003 Introductory diploma IATA/FIATA - AFT IFTIM Paris

2002 Customs and Procedure course from DEMOS Paris

Word, Excel, Powerpoint, Access (advanced level, +5 years practiced)