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@royapp
Bilingual Salesforce CRM specialist and customer service leader with strong multilingual support experience.
I am a bilingual (English/French) CRM specialist with extensive customer service and technical support experience across EMEA and APAC.
I have worked as a Salesforce.com CRM Support Analyst managing user profiles, security, custom objects, workflows and resolving business application issues while mentoring new recruits.
My recent roles include French Customer Service Representative handling high-volume inbound calls and chats, and Retail Shop Manager overseeing operations, product development and e-commerce sales.
I bring practical experience with Salesforce certifications, Zendesk, Skyspeed and multiple SaaS platforms, and I am immediately available to apply my service improvement and CRM expertise to support teams and customers.
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Work history, roles, and key accomplishments
CPL for Ryanair
Aug 2023 - Jun 2025 (1 year 10 months)
Handled ~70 daily inbound calls and chats for Ryanair using Zendesk and Skyspeed, and contributed to service improvement projects to boost customer satisfaction.
Samy Mercerie Ltd
Jan 2019 - Dec 2022 (3 years 11 months)
Managed retail shop operations, led product development for garments, and administered e-commerce website sales and order management to grow retail revenue.
Confidential
Dec 2009 - Aug 2018 (8 years 8 months)
Remotely supported EMEA/APAC Salesforce users by managing profiles, permissions, security, custom objects/fields/workflows and resolving business-application issues, while mentoring new recruits.
WordPerfect Translation
Sep 2009 - Aug 2018 (8 years 11 months)
Provided onsite business and legal interpreting and delivered English↔French translations for clients, ensuring accuracy and cultural appropriateness.
Genworth / AXA France
Mar 2009 - Sep 2009 (6 months)
Processed insurance claims via phone and email per policy guidelines, adjudicating payouts or denials and following up with customers during a six-month contract.
CPL / HP (TOTAL desk)
Feb 2009 - Aug 2009 (6 months)
Provided French-language technical support for TOTAL GAS employees, resolving Windows XP and Lotus Notes issues remotely and routing hardware/service requests to appropriate teams.
Marks & Spencer
May 2004 - Jan 2008 (3 years 8 months)
Led teams of 8–10 staff per shift as part of the Graduate Trainee Section Manager program, overseeing daily operations and reporting to the store manager to maintain sales and service standards.
Degrees, certifications, and relevant coursework
Business Diploma (HETAC Level 6), Business
Completed a Business Diploma (HETAC Level 6) at IBAT Dublin, awarded in September 2013.
Professional Certifications, Customer Relationship Management (CRM)
2011 - 2011
Obtained Salesforce.com Certified Systems Administrator and Certified Systems Advanced Administrator certifications in June 2011.
G.C.E. A Level, General / A Levels
Completed G.C.E. A Level examinations administered by the University of London Examination Syndicate in 1999.
Software and tools used professionally
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