Hanne Focroul CV English
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This document is a curriculum vitae for Hanne Focroul, a Belgian national born in 1992. It outlines her educational and work history. She has a high school diploma from Academie of Fine Arts where she acquired four languages. Her work experience includes positions in technical support, sales, and customer service for companies like Hewlett Packard, Eram, Hunkemöller, and H&M. She has skills in Microsoft Office, ticketing systems, and photography. She speaks Dutch, French, English and has basic German.
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Hanne Focroul CV English
- 1. CURRICULUM VITAE Hanne Focroul Sint-Kruisstraat 15 8310 Assebroek Date of Birth: 22/10/1992 Nationality: Belgian Mobile: 00353 83 840 3184 Email: hanne.focroul@hotmail.com Educational Details 01/09/2004 - 30/06/2006 Sint-Andreaslyceum, high school Modern science 01/09/2006 - 30/06/2011 Academie of Fine Arts, high school WKD (acquired 4 languages) KSO 2de grade diploma Work Experience October 2015 - Present Hewlett Packard, Leixlip Ireland Position: Backup coach • Still fulfilling my role as a Technical Support Analyst • Aiding colleges in how to handle escalate and troubleshoot costumer issues • Assisting the coach in his daily duties such as: creating high priority cases, ask escalation teams for help and provide case and quality assessments • Providing support for multiple companies in English for other countries • Monitor tickets that are not being handled correctly and assisting TSA in how to handle these tickets or escalate with the correct procedures • Making an report on high priority cases and informing Team Lead and Coaches about ongoing issues within the supported companies Achieved targets: Working under high pressure as a consequence of performing additional tasks to my former job. Assisting and creating a team bond in order to work sufficiently. Performing required tasks and learning in order to become a Coach May 2015 – October 2015 Hewlett Packard, Leixlip Ireland Position: Technical Support Analyst
- 2. • Supporting contacts promptly in Dutch, companies: Akzonobel, Alcatel-Lucent and Philips • Log/Validate all calls and resolve customers problem, following escalation procedures or FTR (first time resolution) • Manage end to end all calls logged, providing regular updates to customers on call status • Work to achieve individual and team goals and mentor new hires when required • Raising quality standards in regards to both cases & calls • Document and monitor tickets in order to resolve or escalate cases as soon as possible • Pro-actively seek support from escalation team Achieved targets: Maintaining SLA’s under high pressure and assuring quality services for the costumers. Troubleshooting issues correctly and promptly with the tools provided by the company. Increase our log rate and FTR’s (first time resolutions). I have supported in French as well as Dutch, not on the same level. 2012 – May 2015 Eram, Bruges Position: Saleswoman (shoes) • Cashier • Sales advisor, attending to the costumers every need, inform them of promotions and new undertakings in the firm • Customer services, receiving and resolving costumer complaints • Receive and monitor stock inventory • Working independently and training new employees • Visual merchandising, in order to maximise sales and highlight our new products Achieved targets: Updating and maintaining shop administration individually through an internal CRM tool, register target 70% of which 60% with contact information Increase daily turnover by 2,5% Through successful marketing increase our daily shoe care products sales by 3% 2012 (3 months) Hunkemöller (interim) Position: Saleswoman (lingerie) • Cashier • Sales advisor, helping customers find the perfect fit by keeping account with body shapes and sizes
- 3. • Over seeing fitting-rooms, securing the customers full privacy Achieved targets: Administrating customers by selling our loyalty cards, sales increased by 2% 2011 - 2012 H&M, Bruges Position: Saleswoman (clothing) • Sales advisor, attending to the costumers every need, inform them of promotions and new undertakings in the firm • Complement the store by arranging clothes for the different departments and organizing the furniture’s • Over seeing fitting-rooms, securing the customers full privacy • Receive and monitor stock inventory, opening and securing clothes at 20 minutes per box • Working independently and training new employees • Filling in open different positions during employee shortage Hobbies & Interests My studies in the art academy have given me a various interest in different art forms, such as acting, dance, photography, theatre, film, etc. Besides all of the above I am also a vast traveller, I love new experiences and adventure. IT Skills • Microsoft Office • Ms Lync and Skype for Business • Internet explorer and Mozilla Firefox • Technical advanced training: Hardware and network knowledge • Service Now, SM9 and SM7 (Ticketing systems) • Photoshop Languages • Dutch: Native • French, written and spoken: Good • English, written and spoken: Fluent • German, written and spoken: Notions