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KETHLEEN HOLTHAUSEN 26 years old - single PROFESSIONAL EXPERIENCE Sykes do Brasil - Sony VAIO - Since Mar 09 Technical Support

Team Manager Responsible for supervising, developing and coaching 32 agents that provide tech nical support for Sony VAIO computer users. Oversee day-to-day operations of the call center. Main contact in Brazil, US and Costa Rica. Responsibilities also i nclude implementing, reviewing and improving policies, procedures, KPI 's and se rvice standards; to hire, train and supervise employees and to report discrepanc ies and areas that need improvement. Mar 09 to Jul 09: Trilingual Technical Support Agent at Trend Micro Internet Sec urity Disney 's Contemporary Resort - Orlando EUA - From Nov/07 to Oct/08 Hospitality Training Program Only 14 Brazilians were invited to participate of this program offered by Walt D isney World Company and sponsored by the American government. The main goal of t he program was to work in every department related to customer services, such as VIP Concierge, operations support, front desk service advisor, front desk, runn er, concierge, phones, housekeeping and bell services. Great Service Fanatic and Disney Trainer recognitions. Tour Operator - Aug/06 to Aug/07 Account Executive Growth of 240,91% in the number of Travel Agencies that began to book hotels tho ugh the tour operator; Growth of 280,61% on the tour operator revenue; Increase of 11,64% on the revenue per customer. Quality Hotel Curitiba - Jan/06 to Jul/06 Front Desk Supervisor Oversee the daily operation of the hotel, specially the Front Desk Department. E nsure that the Front Desk meets hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the General Manager. Level of repeat guests increased more than 60%. Four Points by Sheraton - Feb 04 to Dec 05 Reservations Coordinator Signature Award in 2005 for the 5th best qualification among front desk/ reserva tions trained employees of up to 50 hotels. EDUCATION Universidade Federal do Paran (Federal University of Paran ), major in Tourism. 2006. LANGUAGES Portuguese native speaker Fluent English Fluent Spanish Basic French OTHER COURSES Situational Leadership Course: Identifying behaviors of influence. Performance Coaching Course: How to give feedbacks and evaluate the performance of your employee. Lidere - Equip: Leadership and Influence Training. Signature Award Transient Edge: Sales and Customer Services Training. Disney University Classes: Lasting Impressions through Personalized Sales; Disab

ility Etiquette and Service; Working With Integrity; I Can Make A Difference; Re sort Room Operations Support; Concierge Services; Bell Services; Front Office Ru nner; Front Desk Cashier; Front Desk Cash Handling; Rooms Housekeeping & Custodi al; Front office Train the Trainer; Basic Food Safety & Responsible Vendor Progr am; Safety In Motion High 5; Merchandise & Merchantainment. SKILLS Enthusiastic, knowledge-hungry learner, eager to meet challenges and quickly ass imilate new concepts. Highly motivated self-starter who takes initiative with mi nimal supervision. Confident, hard-working employee who is committed to achievin g excellence. Leadership skills. Advanced Computer and Typing Skills.