Manuel GARDENES - Customer Service / Trainer / Quality professional

Customer Service at American Airlines

Nationality

Spanish

Current location

Ireland

Work category

Customer Service

Education

Bachelor/Degree

Profile Activity

Hereby I do forward a brief focus of my potential:

As “In-Company Trainer”, “Quality TECHnician” & “Customer Service”
nowadays living in GOREY;
interested in ref. profiles...

Within Training plus Aviation environment,
focused know-how on International Standards
related to Customer Attention, Customer Care, Customer Satisfaction, CRM...

Expert on Quality & ORGanisation INTernationaL STandarDs...

Transcultural profile:
English education, Irish family, French culture and Catalan origin,
so English, Spanish, French and Catalan spoken fluently...

Motivation:
Relocate PROfessionally within the security of an in-house role
targeting “Trainer, Quality or Customer Service multilingual profile”...

Manuel GARDENES's Professional Experience

2011 - 2011

American Airlines - Customer Service

Position: “Multilingual Customer Service & Sales Representative” reporting to Reservations Manager... (Ref available).

Responsibilities:
- Deliver high level Customer Service handling queries from customers within contact centre environment.
- Identify customer's requirements and offer personalized service on each contact.
- Actively sell product at every opportunity; quoting fares, schedules, reservations, 3rd party codeshare...
- Handle queries from frequent flyer programme including reservations plus account queries.
- Ensure all workload handled in a complete and accurate manner.
- Provide effective problem solving when dealing with Customer Service issues.
- Provide appropiate Customer Service support for customers with special requirements or needs.
- Respond to customer queries relating to navigational and website issues (Web NAV).
- Proactively keep updated on product and market updates, technology enhancements, tooling, systems available...
- Assist with overflow calls from other departments within the centre as required (MAXIMAX Dpt.).

Key Skills
Customer Service Customer Service NAV Reservations
2005 - 2010

QuantumBcn - In-Company freelance Trainer

Position: “In-Co. Trainer” on Quality & Organisation International Standards... (Ref available).

Responsibilities:
- Training on Quality & Organisation International Standards, such as ISOs... (Q & ORG INTL STD).
- Training on Customer Service, customer attention, customer fidelity, customer relationship management (CS/CRM).
- Training on Corporate Social Responsibility, Cooperative Social Responsibility... (CSR, COOP SR).
- Training on Social Balance (SB), Anti-Corruption Training (ACT), Social Currency models...
- Training on management skills, X-culture, Emotional Intelligence, Game Theory, Decision Making, Tree Analysis, ...

Achievements:
- 75% average high-performance respecting Customer Satisfaction surveys (HI-PERFO).
- Design & Development of most Training programmes in English.
- Design & Development of QUANTUMBCN's promotional CD.
- Authorship of pre-diagnosis and diagnosis tests tailored to organisation's needs.
- Authorship of customized checklists respecting International Standards compliance (INTL STD).

Trainer professional tooling selection:
- Anti-Corruption Training (ACT), Coaching, Corp. Social Responsibilitiy (CSR), Gaming tools (GAM)
H&S, ISOs, KPIs, Organisation Standards (ORG STD), Performance evaluation (PERFO EVAL)
Plan Do Check Act (PDCA), QMS, QC, SWOT, Social Balance, TQM, Train The Trainer (TTT)...

Key Skills
Customer Service CRM CSR Customer Service KPIs promotional TQM Trainer
1999 - 2005

Siemens (Spain) - Quality Technician

Position: “Quality Technician” respecting manufacturing Quality Control plus ISOs... (QC & ISOs).

Responsibilities:
- ISOs Quality Control (Quality, Environment, H&S...).
- European Approvals management (EU MKG).
- ISO audits, process plus procedures controll (PR & PROC Ctrl.), X-cultural link...

Achievements:
- Full implementation plus maintenance of Quality & Environmental ISOs (ISO 9001 & 14001).

Manuel GARDENES's Education and Qualifications

2009

Certificate - Private rating

Catalan Self-Starter Service

1998

Certificate - CPE rating

Cambridge University

1995

Bachelor/Degree - Aviation rating (IMC), Aviation

Civil Aviation Authority (London)

1995

Diploma - IMC & RT ratings

Civil Aviation Authority (London)

1995

Higher Diploma - Instrument Flight & Radiotelephony

Civil Aviation Authority (London)

Technical knowledge on Aviation International Standards,
knowledge on Quality and Organisation Intl. Standards,
Chess Arbiter, Chess player with international ranking...

1995

Bachelor/Degree - Aviation rating (IMC), Aviation

Civil Aviation Authority (London)

1993

Bachelor/Degree - International Radiotelephony rating, Aviation

Civil Aviation Authority (London)

1993

Bachelor/Degree - International Radiotelephony rating, Aviation

Civil Aviation Authority (London)

1992

Diploma - Finance rating

DEUSTO

1986

second level/high school education -

High School BCN

Manuel GARDENES's Certificates

Manuel GARDENES's Additional Information

Languages

Interests

Chess, Social Economy, Artificial Intelligence, Strategy...

Memberships

Rathmines Chess Club = http://rathmineschessclub.wordpress.com
Dublin Food Cooperative = www.dublinfood.coop
XES = Solidary Economy Network = www.xes.cat

Awards

- Intl. Chess player
- Playing Irish Team Champ. at top level...