HOMEWORK SESSION 2 PERSONAL DEV REPUTATION

Homework Assignment for Session 2

1.    Think + create a statement that describes what you want to be known for, what expertise + talents you wish to feature:

I have been working for Air France for 28 years, always in contact with customers, which provides me with a strong commercial background.

I am strongly customer oriented, and aware of the importance of being careful, and always listening to customers’s feedback.

In my last position, I was in charge of implementing Global Corporate Contracts concluded with major Companies implemented all over the world.

Global Account Managers are in charge of negociating the contracts with the Companies, and once it is done I was in charge of the implementation part.

I was also in charge of the servicing actions linked to the corporate travellers of those Companies having an agreement with us, in order to facilitate their corporate trip and that they have a good trip experience.

I also really appreciate group work and will always willingly assist colleagues if necessary.

I am also very thorough in my job, always anxious to improve my skills and work in compliance with the procedures.

2.    Read an article on Optimizing Your Linked In Profile: done.

3.    Research at least 5 job posting for the type of position that you see as your next career step:

-          Customer Advisor:

Key Purpose of the Role:

To act as a vital part of the team delivering high quality, responsive and accurate 'first contact' services to customers.

Responsibilities of Customer Advisor:

* Deal with all forms of customer contact at first point of contact, seeking first contact resolution wherever possible.
* Take ownership of customer queries, working within agreed customer standards.
* Provide accurate and up to date information…

• To guide, inform and assist customers

• Natural interest in people and a desire to help customers in many different and sometimes diverse situations

• Ability to learn and retain a high level of product information…

-         Customer Service Representative:

Customer-oriented service representative.

This person will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. 

The target is to ensure excellent service standards and maintain high customer satisfaction.

Strong communication skills required.

-          Customer Service Manager:

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed customer service associates and team leads, all while analyzing systematic issues and implementing solutions to challenging problems.

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.

-          Event Organizer:

If you're outgoing, self-motivated and have a proactive approach to work, you may enjoy working as an event organiser

As an event organiser you'll have responsibility for putting on a range of events.

You'll manage the whole process from the planning stage, right through to running the actual day itself and the post-event evaluation.

The role is very hands-on and often involves working as part of a team.

Responsibilities

As an event organiser, you'll need to:

·         liaise with clients to find out their exact event requirements;

·         produce detailed proposals for events (for example, timelines, venues, suppliers, legal obligations, staffing and budgets);

·         research venues, suppliers and contractors, and then negotiate prices and hire;

·         manage and coordinate suppliers and all event logistics (for example, venue, catering, travel);

·         liaise with sales and marketing teams to publicise and promote the event;

·         manage all pre-event planning, e.g. organising guest speakers and delegate packs;

·         coordinate suppliers, handle client queries and troubleshoot on the day of the event to ensure that all runs smoothly and to budget;

·         manage a team of staff, giving full briefings;

·         organise facilities for car parking, traffic control, security, first aid, hospitality and the media;

·         make sure that insurance, legal, health and safety obligations are followed;

·         oversee the dismantling and removal of the event and clear the venue efficiently;

·         produce post-event evaluation to inform future events;

·         research opportunities for new clients and events.

Skills

You will need to have:

·         organisational skills and attention to detail;

·         communication and interpersonal skills;

·         negotiation skills when looking for the best price from venues, suppliers and contractors;

·         time-management skills and the ability to work under pressure to ensure the efficient running of an event;

·         project management experience;

·         problem-solving skills and diplomacy;

·         sales a marketing skills to promote the event and attract sponsorship;

·         the ability to manage budgets as you'll be responsible for event budgets;

·         a flexible, target-driven, proactive approach;

·         administrative and IT skills;

·         self-motivation and enthusiasm.

-         Guest Ambassador:

Guest Service Expectations: 

·         Smile and make eye contact

·         Welcome with a warm greeting

·         Energetic and enthusiastic service

·         Entertain with hospitality

·          Thank and appreciate the business

 
Essential Job Functions: 

·         Maintains the reception area by assisting team members, guests, applicants and all visitors.

·         Enthusiastically welcomes all team members and visitors, and transitions them to the appropriate staff member.

·         Responds to needs of guests, applicants and team members or directs them to the appropriate person or department in an expeditious manner while maintaining exceptional customer service.

·         Answers incoming phone calls and ensure that calls are directed to the appropriate team member or department.

·         Assists guests, applicants and team members by maintaining team member and department directories.

·         Maintains a positive and welcoming presence while conducting oneself in a professional manner at all times.

·         Responsible for building, maintaining and nurturing relationships with team members, guest and all visitors.

·         Maintains a safe and clean reception area by complying with procedures, rules and regulations.

·         Responsible for the department inventory and ordering of supplies.

·         Prepares outgoing mail; sorts and coordinates the distribution of incoming mail.

·         Provides administrative support to the department.

·         Assists as needed with team member events.

·         Performs all other duties as assigned.