Iris Van Harten

Experience

• 

  Château de la Grange Fort

  Jul 2009 - Aug 2013

  TRILINGUAL DESK CLERK - CUSTOMER CARE - ACCOUNTING

  Each summer, I work in this place, and gain experience and responsabilities:- Accounting & payments (pitty cash)- Reception of more than 100 client eahc day / customer care- Bookings / quieries- Phoning / mailing- Housekeeping management

• 

  Medz-Europe BV

  Apr 2012 - Jun 2012

  Marketing / Business development Internship

  Communication:- creation of new marketing and communication tools- creation a product of more than a 1000 medical products- creation of a visual identity for the companyBusiness development:Cold call to french companiesCreation of distribution databasesSend advertsiing emailsAssist to business meetingsNegociation

• 

  Internship Makers

  Nov 2013 - May 2016

  - Marketing:Creation of Marketing toolsSocial media Creation of advertising campaignsSEOwebsite management- Customers care:correction of resumesinterview candidatesfind potential customercustomer follow up- PR:write press releasewrite articles for blogs- Business developmentCold callCreate databases- Organize eventsCall venuesPrice negociationcreate invitations/communication tools - Marketing:Creation of Marketing toolsSocial media Creation of advertising campaignsSEOwebsite management- Business developmentCold callCreate databasessend emails- Organize eventsCall venuesPrice negociationcreate invitations/communication tools

  • Customer Care and Marketing manager

    Apr 2014 - May 2016

  • Intern in Marketing / Community management / Communication

    Nov 2013 - Apr 2014
• 

  VistaJet

  May 2016 - now

  • Responsible for the delivery and the adoption of all service-related initiatives• Prepare all training materials and deliver trainings to service teams for all new functionalitiesand processes implemented• Contribute to and support Service initiatives, from scoping to delivery (training and adoptionincluded)• Obtain and retain a holistic view of the customer journey, from customer onboarding to caseresolution, including business processes and associated handoffs.• Provide insights for customer flight preferences• Identify all service-related data points by business processes.• Assess the current CRM environment from a customer perspective, identifying data gaps,business process gaps, and redundancies, along with areas that may jeopardize data integrity Show less - Handle flight bookings, striving for optimal service quality and efficiency, and a delighted client every time.- Create Customer Confirmations, Itineraries and all necessary flight documentation.- Ensure that each flight is tailored to the clients’ needs, always aiming for the perfect “home away from home” experience.- Proactively communicate with client on operational restrictions (e.g. weather restrictions, slot and permits) and seek and offer suitable alternative options.- Book and follow up on ancillary services requested by the client, such as private dining and ground transportation.- Maintain timely, factual and accurate communication with clients on all aspects of their flight to ensure that client expectations are always fully aligned with reality.- Ensure rapid escalation with Key Account Manager / Client Services Manager and all relevant stakeholders on any issues that you are unable to resolve.- Actively work with the Tactical Team to resolve urgent issues on imminent flights.- Adopt new processes and organisational improvements, and actively participate in identifying improvement opportunities.- Proactively assist with the day to day needs of the department, supporting other teams as necessary to cope with the workload.- Motivate, support and encourage team members to take ownership and make effective decisions.- Inspire others to achieve results and remain resilient when faced with challenging situations.- Seek self-development and learning opportunities in all aspects of the role, and seek to transfer such knowledge to others.- Carry out any other daily tasks as may be assigned by the senior on duty. Show less First point of contact within the business for all of our customers; dealing with all aspects of their travel experience as well as liaising with other departments to ensure excellent customer service.Ensuring that each flight is tailor-made to the clients’ needs;Managing flight reservations and creating necessary flight documentation;Ensuring that all customer requirements are captured to achieve our aim of creating “the home away from home” experience;Build-up, managing and maintaining customer relations. Show less

  • Director of Training and Service Excellence

    Apr 2023 - now

  • Training Manager

    Dec 2021 - Apr 2023

  • Process Adoption Lead - Flight Booking and Services

    Jul 2020 - Dec 2021

  • Member and Customer Service Team Leader

    Jul 2018 - Jun 2020

  • Shift Supervisor

    Jun 2017 - Jul 2018

  • Account Executive

    May 2016 - Jun 2017