Fluent in English, French, Creole and Spanish, Italian comprehension.


  • Top performer and Customer quality Star employee.
  • Exceptional Customer Service with positive attitude.
  • Fully committed to Excellence and Customer Satisfaction.
  • Detail oriented with strong analytical and people skills.
  • Trilingual, great team player and Microsoft Office proficient.
  • Multitask with ability to pick up new skills quickly.
  • Strong work ethic, reliable with a great personality.

Career Highlights

  • Provided second level customer care support to Joint Venture partners.
  • Liaised with relevant Air France/KLM/Delta department overseas.
  • Handled customer care and baggage claims received from Elite clients.
  • Issued compensation checks, direct deposits,miles and travel credits.
  • Prepared consolidated analysis for claims to our legal department.
  • Provided assistance in the investigation and resolution of Legal claims.
  • Handled sensitive claims and complaints from our High-Valued Customer (HVC).
  • Provided resolution and support to sensitives claims (disabilities / social media).
  • Performed audits and analysis on monthly activities.
  • Ensured that company policies are consistent with those imposed by the DOT.
  • Responded to claims refereed by governmental agencies.(Embassies,United Nation,IMF,World Bank...)
  • Received merit raise for strong attention to detail, exemplary customer service and team-player attitude.
  • Exceeded corporate target for customer satisfaction for 7 months in a row.
  • Awarded 18 times for meeting Customer Service Quality Standards.

Work experience

Work experience
Jun 2011 - Dec 2012

Air France KLM

Joint Venture Customer Care Specialist

Apr 2006 - Jun 2011

Air France KLM

Senior Customer Relations Representative

Dec 2001 - Feb 2002

MCI WorldCom

Customer Support Specialist

Jun 1999 - Dec 2001

Best Buy

Loss prevention Supervisor

Oct 1996 - Jun 1999

Best Buy

Computer Technician


Mar 1999 - Present

Microsoft Certified Professional

Ikon Technology
Jul 1991 - Present

Baccalaureate in Economy and Science

College Maitrise de Massabielle
May 1996

Associate in Computer Science

Northern Virginia Community College