Ramses Emilio Alonso Cherqaoui

French, spanish and english customer service agent

Senior Customer Support
Basic-Fit - Hoofddorp
July 2022 to Present
• Incoming emergency calls from clubs from the Netherlands, Belgium, Luxembourg• Accept or reject the entrance of members when the staff is not within the club. (Be in the role of onestaff member when their are without the club).• Report all Technical issues• Give quick and quality solutions to the members or staff members• Check all members details ( if they have payed everything, if their reservation is alright,etc)• Report all emergencies to the supervisor• Prepare some cases(contract cancellation, freezing accounts)• Monitoring of agents efficiency.• Incoming calls from the security department or other clubs.• Lead of procedures for club's staff when there is an incident in a club.• Lead agents when day cannot understand a process.• Be in coordination with the supervisors.• Make dayly reports of incidents in clubs.• Report technical issues in clubs.Tools: Microsoft Teams, Salesforce, Milestones, Phone, Outlook, other tools.
Customer Support Representative
Concentrix - Facebook & Instagram project - Berlin
June 2021 to June 2022
Project: Facebook & InstagramWorking with B2B customers• Respond by chatting, emailling or phoning to customer's need.• Send to customers the steps they should follow to get what they need.• Investigate about customer's troubleshooting.• Help and guide them in live.• Escalate special requests.
Customer Service Agent
Getaround - Barcelona, Barcelona provincia
January 2021 to May 2021
Rental car's company.• Be the first point of contact for any complaint or other customer's requests.• Evaluate the evidences given by each users (driver and renter).• Aftercarefully review, agree with the manager to decide to know who is faulty.• Set up the process and write to each users to let them know the final response.• Call users in case they need or they don't understand one explanation.• Escalate any other requests.

Master's Degree in MANAGEMENT OF THE INTERNATIONAL HOSPITALITY
IAE - Université de Perpignan - Perpignan (66)
October 2019 to September 2021
Master's Degree in Human Resources
HR Academy - Luxembourg
September 2017 to September 2019
Bachelor in Spanish Phylology (translation speciality)
Université de Lorraine - Nancy (54)
September 2014 to August 2017