Véronique Schmid
Advance Acquiring Technical Consultant
Wurenlos
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
27
27
years of professional experience
2011
2011
years of post-secondary education
7
7
Languages
Work History
Premium Customer Service Expert in Hopsitality
Worldline
01.2005 - Current
- Complaint Management & Business Correspondence (French, German, English)
- Efficiently managed customer complaints and business communications until 2018, ensuring high satisfaction and prompt resolution.
- Deputy Head of Customer Services (until 2011)
- Played a key role in leading the customer service team, overseeing daily operations, and enhancing service quality.
- Customer Relationship Management
- Successfully managed large customer accounts and complex cases, fostering strong relationships and ensuring top-tier service.
- Team Development
- Led the instruction and training of new team members, promoting a culture of learning and continuous improvement.
- Translation Services
- Provided precise translations between French, German, and English for various departments up to 2018, ensuring effective cross-departmental communication.
- Operational Coordination
- Coordinated terminal hardware deliveries, streamlined accounting tasks, and maintained meticulous customer data.
- -Process Improvement & Customer Care
- Monitored and coordinated appointments and processes, delivering exceptional customer care and optimizing workflows.
- Advanced Customer Support (2nd Level in ACQ and ENB)
- Managed complex cases beyond the capabilities of 1st level support, providing expert assistance and resolution.
- Problem-Solving & Technical Assistance
- Conducted root cause analyses to resolve transaction and ACQ issues, handled technical complaints, and supported terminal installations.
- Employee Training & Development
- Facilitated training sessions for employees, ensuring they possess the necessary skills and knowledge to excel in their roles.
Flight Attendant Instructor
Swissair and Swiss International Air Lines Ltd
01.1998 - 01.2005
- Instructor for cabin crew member (B747, MD-11, A340, A330, A320) / Training of new employees
- Caring for international guests on board
- Safety, emergency procedures, medical basic knowledge
- Taskforce Airbus a340-300
Education
Primary School / High School Degree -
Primary And High School
Martigny-Ville, Switzerland 09.1980 - 08.1988
Business School Diploma -
Business School
Martigny-Ville, Switzerland 08.1988 - 06.1991
Federal Matura in Economics -
Federal Economic Matura Type E
Sion, Switzerland 08.1991 - 06.1994
Master in Crew Resource Management And Training -
Federal Certificate of Flight Attendant
Kloten, Switzerland 01.1994 - 01.1997
Informatic and Word processor -
Business School degree - undefined
Skills
- Technical Proficiency: Strong aptitude for IT, with the ability to quickly adapt to new technologies and tools
- Multilingual Communication: Proficient in multiple languages, enabling effective cross-cultural communication
- Written Communication: Exceptional ability to convey information clearly and concisely in written form
- Collaborative Teamwork: Proven track record of working well in team settings, enhancing group dynamics and achieving collective goals
- Attention to Detail: Highly detail-oriented, ensuring accuracy and precision in all tasks and projects
- Training and Development: Skilled in training and mentoring others, fostering growth and knowledge transfer
- Critical Thinking: Strong analytical skills, capable of evaluating situations and developing innovative solutions
Professional Development
- Federal certificate of Flight Attendant, 1995
- Customer orientation, 1995
- German correspondence, 1995
- Communication and phone coaching, 1995
- SchKG, ZPO Tagung, 1995
- Excel, Basics and Pivot-Files, 1995
Degrees
- High School, 1991
- Informatic and Word processor, 1994
- Business School degree, 1994
- First Certificate of English, 1996
- Federal Matura, economics, 1997
- Federal Certificate of Flight Attendant, 2001
Others
Three months
Traineeships
- Finance department, Municipality of Martigny, 06/01/91, 08/31/94, Land register digitalisation and administration
- Nursing, Gravelone Hospital, Sion, 09/01/97, 08/31/98, Gerontology
Personal Information
- Date of Birth: 05/08/76
- Marital Status: single
Timeline
Premium Customer Service Expert in Hopsitality
Worldline
01.2005 - Current
Flight Attendant Instructor
Swissair and Swiss International Air Lines Ltd
01.1998 - 01.2005
Master in Crew Resource Management And Training -
Federal Certificate of Flight Attendant
01.1994 - 01.1997
Federal Matura in Economics -
Federal Economic Matura Type E
08.1991 - 06.1994
Business School Diploma -
Business School
08.1988 - 06.1991
Primary School / High School Degree -
Primary And High School
09.1980 - 08.1988
Business School degree - undefined
Informatic and Word processor -
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