Olivier Verhaeghe

• Provided support to Expedia's Enterprise Partners via inbound and outbound phone support and email.
• Resolved escalation requests sent by account managers and assisted the Sales Team with technical issues.
• Escalated complex technical/tool issues whilst owning communication with our customer and partner-success teams until issue is resolved.
• Built effective relationships with internal stakeholders.

Level 3 Escalation Specialist for the Norton Escalation Team.

Tasks:

• Responsible for handling and resolving disputes primarily escalated by the company’s CEO and Higher management, Level 2 Customer Support Team Supervisors, Partners and internal stakeholders.
• The role involved dealing with all areas of Norton, taking over complex customer cases and making judgement calls on every request.

• Social Media Content Moderator.

Tasks:

• Reviewing and analysing reported content from users.
• Processing and reviewing accounts that have been flagged for review due to having uploaded potentially sensitive content to ensure there are no violations of policies.
• Ensuring all social media content complies with all published policies, procedures and any legal and regulatory requirements that the company is obliged to adhere to.
• Escalating issues to Operations Manager or client Point of Contact as appropriate.
• Ensuring all work is performed in accordance with SLAs and metrics.

• Multilingual Content Analyst for Parental and Enterprise Internet Security Database.

Rulespace is the largest website categorization database.

Tasks:

• Examination of Frequency Files traffic by Language.
• Process daily unknown feedback URL's for content accuracy.
• 250 websites per day reviewed.
• Customer Service: Respond to corporate clients override requests.
• Manual discovery and categorisation of URL's.
• Engine training.
• Pre-release / post-release files Inspection.
• Process improvement through automation of otherwise manual labour.
• Category maintenance.
• Post-review of categorised URL's.
• Help create new categories.

• Responsible for reviewing advertising copy and web site content for Yahoo! Search guideline compliance, using a host of tools and applications helping to drive higher revenue.
• Co-ordinated and managed Favicon project.
• Provided support to internal users with guideline issues and internal tools (CRM etc) on a daily basis.
• Provided Favicon training to the Compliance and Quality teams.
• Provided shadowing and reinforcement training to new hires in the team.
• Responsible for reviewing advertising copy and web site content for Yahoo! Search guideline compliance, using a host of tools and applications helping to drive higher revenue.
• Co-ordinated and managed Favicon project.
• Provided support to internal users with guideline issues and internal tools (CRM etc) on a daily basis.
• Provided Favicon training to the Compliance and Quality teams.
• Provided shadowing and reinforcement training to new hires in the team.

• Provided customer support through different channels using a CRM tool (emails, inbound and outbound calls): troubleshooting, provided support, answered all inquiries, escalated issues when appropriate.
• Helped advertisers with their online accounts and provided solutions to their issues, may they be technical, CPC management, billing etc.).
• 40+ cases per day (Emails + Phone calls).

• Actively sold Air and Land products such as Hotels, Car Hire and Insurances.
• Managed own client base and provided Customer Service.
• Provided Tourist information.

• Booked and Managed Group Reservations: Handling bookings for groups traveling together.
• Coordinated logistics: Ensuring all travel details, such as flight schedules and seating arrangements, are organized and communicated to the group.
• Negotiated rates and terms: Offered quotations and reservations in a timely manner to ensure maximisation of sales.
• Booked special services such as seat allocations, meals, group check-in and any other special services that might be applicable.
• Ensured that data information for all groups was entered correctly.

• Worked in a high pressure Reservation Centre.
• 70+ calls per day.
• Actively sold United's product for several European markets.
• Looked after client's requests and issues.
• Assisted Airport Teams in a case of irregular operations, schedule changes etc.
• French Market Representative: In charge of communication between the French Market Team and Airport teams (Sales team, Ticket office teams).