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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

Apr 2006Jun 2011

Air France KLM

Senior Customer Relations Representative

Dec 2001Feb 2002

MCI WorldCom

Customer Support Specialist

Jun 1999Dec 2001

Best Buy

Loss prevention Supervisor

Oct 1996Jun 1999

Best Buy

Computer Technician


Mar 1999Present

Microsoft Certified Professional

Ikon Technology
Jul 1991Present

Baccalaureate in Economy and Science

College Maitrise de Massabielle
May 1996

Associate in Computer Science

Northern Virginia Community College