Robillard Célia celia.robillard@gmail.com 086 731 95 28 21st November 1984 Driving license B

Nationality Age

French 22

Education and Training
2004 - 2005 2002 - 2004 1999 - 2002	Presqu’ile, Lyon ESAAB, Nevers Lycée Alain Colas, Nevers
Qualifications
2006-07 2005 2004 2002	ECDL (training completed, I’ve already passed 3 modules) Formation in multimedia (Website, Flash animation, 3D) BTS (HND) Graphic Design (Graphism, Advertising, Publishing) During those 2 years, my graphic plans were considerated as a role-play. In fact, I had constraints, objectives in each plans, and I had to argue, and stand up for it face to my customer. I learned how to argue a product face to a customer to realize my sale. Baccalaureate (A-level): STI Applied Arts
Software
Photoshop, Illustrator, In design, Quark X-press, I movie HD Flash, Dreamweaver, Fireworks, Office suite, Acrobat
Languages
French English German	Native Fluent Basic
Placement
2005-01/2005-06 2004-09/2004-12 2003-06	Six-month placement, creation of bill, leaflet, newsletter, flash animation, mailing, ServicesCE, Lyon I had to create different plans for many evenements for the customers. They called me at the office and explained me their needs. I gave them informations about our differents possibilities and advised them to find the appropriate one. Most of them wanted to communicate via the web, so I advised them to realise a mailing or a flash animation. Usually, they came at the office to review the situation and gave me their point of vue on what I did. Four-month placement, creation of web site, mailing, PubOnline, Lyon I had interview with the customer to know what sort of website, mailing he desired (form, content…). One-month placement, production of symbol & brochure, Rafal Repro, Macon
Employment
2007-04/ Nowdays 2007-02/2006-10 2006-10/2005-10 2005-07/08 2004-07/08 2003-07 2003-07/08	Customer representative escalation team (3^rd level), Symantec, Dublin, Irlande I handled English and French call from the receptionists regarding customer unhappy with the first line. I had to resolve the issue and satisfy the customer. I used to deal with the German market for the refunds also. I was also refund specialist for the European market and dealed directly with our vendor and Product Leads team. Beside calls, I had to answer to the customer letters, create refund, keep update on the new issue. Beside those tasks I monitored our vendor by Chat and Phone and provided feedback. For the new hired I provided refund and remote assist training. Product Specialist for the French Technical support, Fujitsu, Netherlands I was working for Symantec French speaking customers to support Norton Products (Home and Home office). I had to fix the software by listening and asking pertinent questions to the customers that were, most of the time, beginners in IT. My main task was to resolve technical problems but I learnt how to use the tools of the customer service to fix problems with the orders, subscriptions, and keys… Most of the time I was on the phone, but I took part to a new project: the chat. I discovered a different way to troubleshoot, handle the conversation. Customer representative for the French technical support, Xerox, Ireland I helped the customers who had problems with their machines. I tried to find issues to their problems and advised them how to use their machines. I should fit my speech to the different customer. Waitress in a snack bar, Concept Restauration. I used to work 9hours per day and was on duty at lunchtime and dinner. I had friendly customers that were young. I worked in a nice team of five waiters and we alternated with cash register and waiting. Summer job, I was stewardship in the Credit Agricole (bank) in France. I received the order by fax or by phone from the regional agency and, directly from the personal of the head office. Often, the customers called me to have informations on the products (maximum quantity, new references…). After that I get out the products from the stock of the computer and choiced the right product in the shelves. Salesgirl, Ice Cream Event, Magny-Cours. I worked on every events of this month, as F1 world championship, GTI Tuning…I had my own stand of ice cream where I managed my stock of products, customers… Summer job, Stewardship (bank) Credit Agricole, Nevers
Volunteers
	Webmaster for the Dundalk Bulls Ladies website Photographer for IIHA (Ice Hockey games)
Interests
Travels (UK, Germany, Italia, The Netherlands, Canada) Sports (Ice hockey, Judo) Art (Manga, Painting, Portrait, Video making) Music (Saxo playing, played in Big band) IT Mac environnement