Audrey Falcomer
Nürnberg
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
13
13
years of professional experience
Work History
Supervisor Client Sales Support
Fiserv
02.2021 - Current
- Reached out to accounts regularly to check on needs, understanding business operations and offer services. Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Tailored customer relationships by determining expected needs and finding correct solutions. Planned, articulated and executed client development strategies, by collaborating with operational teams and sales and product teams.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Assisted customers with onboarding and product setup to foster successful adoption and usage by establishing strong relationship and addressing customer inquiries with timely and accurate updates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service, utilizing also customer feedback to inform changes and improvements to customer success plans.
- Established team priorities, maintained schedules and monitored performance. Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Implementation Officer
Fiserv
05.2020 - 02.2021
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Proven ability to learn quickly and adapt to new situations. Passionate about learning and committed to continual improvement. Worked well in team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and fast-paced environment.
Contact Center Representative
Fiserv
04.2020 - 02.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
Quality Manager
Walter Metallverarbeitung GmbH
01.2015 - 11.2019
- Started as normal employee in production and quality control
- After 6 months, promotion as team leader in quality control and production
- October 2016 promotion as shift supervisor for quality control in production
- One year later promotion as supervisor for quality control and shift leader substitute in quality control managing 60 Employees
- Managed and archived quality documentation and participated in internal and external quality audits.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Calibrated instruments and scales in production area and quality lab.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Internship Student
ICE - Italian Institute Of External Commerce
09.2010 - 11.2010
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement.
- Sorted, organized, and maintained files.
- Interacted with customers by phone, email, or in-person to provide information.
- Analysis of economic data regarding Italian Companies working in Belgium and Luxemburg
- Writing documents about economic process in import and export of Belgium and Luxembourg
- Organization of conferences with partnership of European Commission and other European organizations
Education
Bachelor of Arts - Political And International Sciences
Università Degli Studi Di Siena
Siena07.2011
No Degree - International Relations of The Middle East
Università Ca' Foscari Di Venezia
VeniceHigh School Diploma -
Liceo Linguistico Marco Belli
Portogruaro (Italy)07.2007
Skills
- Written and Bespoken Communication fluent in Italian, French, Spanish, English, German
- Multitasking and Problem-Solving
- Active Listening and Calm under Pressure
- Teamwork and Collaboration
- Microsoft Pack 365
- Customer Service and Decision-Making
- Team Management
- Organization
- Systems used: Salesforce, RAM/Omnipay, Acom, SAP, CreditSafe, LexisNexis, Expedian, DocuSign, Iban Calculator, Companies House, Oce 365 (Word, PP, Excel, Outlook, Visio, One Drive), Internet Explorer, Google Chrome
Languages
Italian
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
German
Advanced (C1)
Timeline
Supervisor Client Sales Support
Fiserv
02.2021 - Current
Implementation Officer
Fiserv
05.2020 - 02.2021
Contact Center Representative
Fiserv
04.2020 - 02.2021
Quality Manager
Walter Metallverarbeitung GmbH
01.2015 - 11.2019
Internship Student
ICE - Italian Institute Of External Commerce
09.2010 - 11.2010
Bachelor of Arts - Political And International Sciences
Università Degli Studi Di Siena
No Degree - International Relations of The Middle East
Università Ca' Foscari Di Venezia
High School Diploma -
Liceo Linguistico Marco Belli