Auriol Marguerite Grant

I am creative and conscientious with an eye for detail.  I am highly organised and am able to adapt quickly to new working environments and practices. My written and verbal communication skills are well developed - the result of intensive experience as a teacher, translator and personal assistant.

My resolute and ardent approach has led to success in my present and past employments as I consistently achieve high standards under pressure, through productive teamwork and/or using my own initiative.

4th May 2008 – 30th Sept 2018
Convergys Q13
Quorum Business Park
Newcastle upon Tyne
Tyne and Wear 
NE12 8BU

Bilingual Logistics Coordinator - Convergys is a large global provider of outsourced customer management services. 
When I started working for Convergys my job entailed dealing with facility based issues via inbound/outbound calls and e-mail with the purpose of resolving routine problems concerning products and services.
My role includes greeting customers in a courteous, friendly, and professional manner using agreed upon procedures.
It was necessary to listen attentively to customer needs and concerns; demonstrating empathy as required; clarifying and understanding the customers’ problems and requirements.
After one year I progressed and joined the “Virtual Internet Working Support Engineers” team.
This is a team that supports engineers who enter Datacentres, banks and various businesses who are experiencing technical problems and failures with their communication systems.
This position involves liaising and interpreting between engineers sent to physically repair the system onsite and the Network Operations Centre engineers who enter the system remotely.
A large part of this position is to resolve various problems, such as, security approval for the engineer’s access and ensuring any replacement part arrives in a timely fashion.
Engineers from the Network Operations Centre are usually based in English speaking and I must often engage interpreters for onsite engineers who do not speak English, or, Italian.

I create a monthly rota which assigns a member of our team the responsibility, each day, of listing and checking the details of all the engineers and replacement parts who are scheduled to visit various sites during our shift. They must also handover any outstanding tasks to the U.S.A. Vise team who take over the Vise work at the end of our shift. An Excel summary of the tasks dealt with during the shift must also be compiled.

A Pre Call Survey was introduced to the Vise role.  This involves calling a customer the day before an engineer’s visit is scheduled to confirm details such as security access requirements minimising the possibility of a wasted journey for the engineer.

In the first 2 months of the Pre Call Survey I implemented a new step in the process which included sending an e-mail template to the customers. This was then implemented into the Global Process with good results which was recognised with an individual performance incentive payment. 

I also peruse a weekly report on wasted journeys. I analyse the reason and feedback my conclusions to various members of staff in order that they can take corrective measure to reduce future wasted journeys which can cost the company large amounts of money.

The Vise team, including myself, have also received an individual performance incentive payments for our professionalism in executing our duties.

Each individual employee is set monthly personal performance targets. I have always achieved a very high score which results in a monthly bonus.

1993 – 2008
Self Employed
Verona 
Italy    

Teacher/Interpreter/Translator - Whilst I was living in Italy I taught English as a second language as well as translating and interpreting for various professional business.

1989 – 1993  
Full Time Mother
London
UK

When my daughter was born I took time out from paid work in order to look after my child during her early years.

Qualifications

Cache Teaching Certificate Level 3
GCE O’ Levels
English Language
English Literature
French
Maths
History
Geography
OCR Level 2 Numeracy
OCR Level 2 Literacy
ECDL
TEFL
British Sign Language Level 1
Fluent Italian Speaker
English Mother Tongue