Amelie Boyer

Amelie Boyer

Process and Organizational Development Project Leader at Eurostar
Lives in Paris, France
over 6 months ago

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Business and Marketing Professional willing to relocate in Virginia, USA with a sponsored visa. I will be traveling to Williamsburg, VA from August 19th to August 29th 2018 for potential interviews. Do not hesitate to ask for more information.

Driven to support the workforces in cultivating innovation and meeting customer’s passions - Anticipation, Empathy, Collaboration and Fairness are my sweet spots.

I have won many hats in my academic and professional backgrounds. I first achieved three Bachelor Degrees, graduated Suma Cum Laude from the Pantheon-Sorbonne University, Paris, and was chosen in one of the most selective exchange program, MICEFA, to study at the City University of New York.

I also successfully helped the unique railroad company that links Paris to London support revenue growth objectives, and develop procedures and services.

Experience

  • Process and Organizational Development Project Leader

    Eurostar - Paris, France

    Other
    January 2018 - Now · 1 year and 1 month

    Investigate current workflows and process-related pain-points by interviewing and shadowing operational field agents in station Lead process improvement projects from inception to implementation to enhance the efficiency of customer service staff Created a complete positions description guide with details of technical aspects of the Operational Agent's job in station Implemented a new HR concept of Role description to be signed by newly hired employees Review and update the company's operational policies Strategic planning and management of objectives Working in close collaboration with Peer Trainers to identify opportunities for future efficiency projects

  • Business Developer

    Eurostar International Limited - Paris, France

    Customer Service
    June 2017 - December 2017 · 7 months

    Designed signage and communication supports for the Eurostar Paris station Worked with the Marketing Department to develop an online platform signage creation Implemented training sessions for team leaders and managers focused on using the online platform Published training manuals to help develop employees understanding Analysed and reported business trend, productivity, and performance to the company network (English & French) Designed and published a series of business reports Worked with other corporate trainers to plan and organize new commercial procedures to improve customer experience Worked closely with the Head of the Paris Terminal, the British Border Forces, the French Border Forces, and the French Customs to coordinate every stakeholder purpose. Assisted with event preparation to launch the Odyssey VR headset and seasonal celebrations (Halloween, Remembrance Day, Christmas) Helped supervise the test of a prototype of Self-Service Ticket machine and provided feedback about Health and Safety to the constructor to improve quality.

  • Customer Service Representative

    Eurostar International Limited - Paris, France

    Customer Service
    June 2016 - May 2017 · 12 months

    Sharing my passion for customer care in a dynamic, international and exciting environment *Made €259,697 net sales on 49 shifts and Achieved the best sales score of the summer upgrade promotion in 2013* Welcoming and checking-in passengers, and verifying documentation Ensuring passengers safety and communication in emergency situation Sales in ticket office (Using English, French and Spanish to a high standard) Assisting customers with self-service kiosk check-in Assisting passengers and agents for boarding ensuring safety procedures Creating service contracts for group and individual travels Addressing and resolving escalated customer concerns Ensuring assistance for passengers in need Assisting misconnected and rerouted passengers during irregular operations

  • Guest Service Agent

    Hilton CDG Airport - Paris, France

    Front Office reception
    June 2011 - June 2012 · 1 year and 1 month

    Part time apprenticeship for my 3rd year professional degree Created Database of customers and improve sales with upgrades Updated cashier records Welcomed and checked in/out guests in a helpful and personalized manner Informed about the various attractions in the cities around the airport

Education

  • Bachelor of Business Administration

    The American Business School - Paris, France

    September 2016 - December 2017

    Major: International Marketing GPA: 3.53 Dean's Honors List

  • Bachelor of Anglophone Civilization and Language

    Université Paris Nanterre - Nanterre, France

    September 2015 - June 2016

    1 year of studies at Queens College, New York, USA GPA: 3.837

  • Bachelor International Hospitality and Tourism Management

    Université Paris 1 Panthéon-Sorbonne - Paris, France

    September 2011 - June 2012

    Distinction Cum Laude

Languages

  • French
    Native or fluent
    100%
  • English
    Native or fluent
    100%
  • Spanish
    Professional working
    60%

Skills

  • Benchmarking
  • Data analysis
  • Event service
  • excellent customer service skills
  • Foreign Languages skills
  • Graphic design
  • Hospitality
  • International Relations
  • KPIs
  • Marketing Plan
  • Office 365
  • Pack Office
  • Policies & Procedures
  • Process Improvement
  • Project management
  • Public Speaking
  • Quality focus
  • Reporting
  • Signage
  • Teaching skills
  • Ticketing
  • Tourism
  • Training skills
  • Transportation

Other

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