MARIA DEL MAR CASARES GONCALVES

"Well done is better than well said." Benjamin Franklin

Job Objective

A customer service, supply chain management position in a international company.

Work Experience

Jul. 2014 - Present

DHL

Customer Service Supply Chain

I am responsible for the communication between customer and warehouse operations. I perform the root cause analysis and provide the correspondent solution of problems and customer needs. (Eindhoven)

Oct. 2012 - Jul. 2013

European Engineers

HR Internal Consultant

I worked with the clients to analyse their recruitment needs on a project basis; searching and screening suitable candidates in order to present them to the clients. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. (Rosmalen)

Nov. 2010 - Oct. 2012

Trade Wings

Account Executive

Responsible for the whole sales en supply chain process: from the first contact with the customer, understanding of the customer business challenges to the final delivery of the goods to the client. Responsible for the management of the customer service towards these customers, providing the most accurate and best solution to their needs. (Breda)

Sept. 2007 - Nov. 2010

Ericsson

Supply Chain Manager

Responsible for meeting the SLA requirements towards the customer, including reporting to the market units (EMEA). Find and analyse root causes of under performance results, provide the correspondent solution and specify the appropriate procedures for implementation. (Rijen)

May 2007 - Sep. 2007

Van Lanschot Banking

Internal Quality Management

Provide accurate information about data regarding accidents, circumstances etc. to the insurance agents. Devised and published metrics to measure the organization's success in delivering excellent customer service. ('s Hertogenbosch)

Jan. 2002 - May. 2007

United Airlines

Account Manager and Customer Satisfaction

Managing EMEA key accounts. Managing contracts and dealing and negotiating large deals for travel agencies. Managing and organizing the groups flights and the special requests on board and at the airport. Trained staff on operating procedures and company policies. (Dublin)

1997 - 2002

CAPGemini & Ernst Young

Trainer & Recruiter

This is a French International company in the IT services market. It offers software development and network implementations specified for each client. As Trainer, I produced and selected didactic material regarding the course to present; organized the logistic of running courses, developed satisfaction questionnaires and made the correspondent analysis. I designed, coordinated and implemented training programs on computer applications. Responsible for the recruitment process. Analysis and evaluation of the data retrieved from the psychometric tests. (Madrid).

Jun. 1996 - Jul. 1997

Adecco ETT

Recruiter

I classified the curricula and selected the most suitable candidates according to the client requirements. I corrected and evaluated the of psychometric tests; performed assessment centers and, interviews to provide the necessary information to my senior Recruiter in order to take the final candidates into the last interview with the client. I elaborated and presented the correspondent evaluation report per candidate. (Madrid)