Cedric Martin

Multilingual Data Analyst & Knowledge Management Specialist @Own

SpainExecutive Coach✔️ IT🗿 HR🧨 ConsultingData AnalystHR consultantProject ManagerTraining&Development SpecialistTech SupportProduct ManagerBusiness AnalystAdministrative SpecialistCustomer ResearcherDatabase DeveloperEngagement ManagerTutorPartnerships ManagerInfluencer📝 Influencer or Blogger👍 Sales & BizDev🧮 EducationLecturerSoft Skills Trainer

With over a decade of professional experience, I bring a wealth of knowledge in data analysis, customer service, and knowledge management to the table. I am proficient in English, French, Portuguese, and Spanish, and have a proven track record of enhancing process efficiency, managing data transitions, and providing exceptional customer service. Throughout my career, I have worked with leading organizations such as BlueLink International, Carrier, SAP Concur, and IBM. My roles have included managing HR knowledge bases, leading global KCS programs, and providing technical support. I am adept at using various digital tools and platforms, including ServiceNow, Salesforce, Concur, and the Microsoft Office Suite, with advanced skills in MS Excel. I am passionate about leveraging my skills to contribute to the success of forward-thinking organizations. Whether you need help with data analysis, content optimization, or multilingual support, I am here to provide reliable and high-quality freelance services.

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Work Background

BlueLink International CZCustomer Service Representative

Feb. 2023 - May. 2024Prague, Czechia · HybridAs a dedicated Customer Service Representative for Transavia Airlines at BlueLink, I provided comprehensive support across various channels in both English and French, ensuring a seamless customer experience and effective resolution of issues. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑴𝒖𝒍𝒕𝒊𝒍𝒊𝒏𝒈𝒖𝒂𝒍 𝑪𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝑺𝒖𝒑𝒑𝒐𝒓𝒕: Assisted English and French-speaking customers with their booking needs, including creation, management, the addition of services, and cancellations through calls, social media messages, and emails. • 𝑺𝒆𝒄𝒐𝒏𝒅 𝑳𝒊𝒏𝒆 𝑺𝒖𝒑𝒑𝒐𝒓𝒕: Managed complex customer claims such as luggage damage or loss, flight cancellations, and refund requests, ensuring timely and satisfactory resolutions. • 𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒂𝒍 𝑺𝒖𝒑𝒑𝒐𝒓𝒕 𝑫𝒆𝒔𝒌 (𝑶𝑺𝑫): Collaborated with airport handlers to address and resolve on-site customer issues promptly, including pre-seating, repatriation, and booking assistance for individuals with immigration concerns. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Enhanced customer satisfaction by efficiently handling high volumes of inquiries and issues in both English and French. • Successfully supported operational teams to ensure smooth handling of critical customer situations at airports. • Improved claim resolution processes, contributing to higher rates of customer satisfaction and loyalty. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Expertise in multi-channel customer service and support. • Proficiency in handling customer inquiries and issues in both English and French. • Strong problem-solving abilities and quick decision-making in high-pressure situations. • Excellent communication and interpersonal skills, fostering positive interactions with customers and stakeholders.

CarrierManager, HR Knowledge Management, Training and Communications

Mar. 2022 - Sep. 2022Prague, Czechia · HybridManaged HR knowledge retention and sharing to streamline processes and accelerate new employee onboarding. Oversaw the creation and management of Standard Operating Procedures (SOPs) across 24 countries in Europe and the Middle East. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑯𝑹 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Enhanced knowledge retention and sharing to improve processes and speed up onboarding. • 𝑺𝑶𝑷 𝑫𝒐𝒄𝒖𝒎𝒆𝒏𝒕𝒂𝒕𝒊𝒐𝒏: Created comprehensive SOPs for HR processes in 24 countries, ensuring regional compliance and operational efficiency. • 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆 𝑨𝒓𝒕𝒊𝒄𝒍𝒆𝒔: Managed the creation and upkeep of knowledge articles within ServiceNow. • 𝑫𝒂𝒕𝒂 𝑻𝒓𝒂𝒏𝒔𝒇𝒆𝒓: Transferred HR information from Salesforce to ServiceNow. • 𝑴𝒖𝒍𝒕𝒊𝒍𝒊𝒏𝒈𝒖𝒂𝒍 𝑺𝒖𝒑𝒑𝒐𝒓𝒕: Supported document translation into 9 languages. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Developed strategies that significantly improved process efficiency and onboarding. • Standardized SOPs across multiple countries, leading to consistent HR practices. • Streamlined knowledge management in ServiceNow, enhancing information access. • Ensured a smooth data transition from Salesforce to ServiceNow. • Improved document accessibility with translations in 9 languages. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • HR knowledge management and training expertise. • SOP creation and regional management. • Project management with a focus on process improvement. • Communication and multilingual translation skills. • Experience with ServiceNow and Salesforce.

SAP ConcurManager, Global KCS Programs

Apr. 2018 - Jan. 2022Prague, Czechia · HybridLed and enhanced global knowledge management processes, initially as a Regional Program Manager for EMEA, then as the leader of the global Program Manager team. Implemented Knowledge-Centered Service (KCS) to streamline knowledge creation and sharing among employees and customers. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑮𝒍𝒐𝒃𝒂𝒍 𝑳𝒆𝒂𝒅𝒆𝒓𝒔𝒉𝒊𝒑: Led the global Program Manager team to maintain KCS methodologies. • 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Improved processes by implementing KCS, enabling employees to generate and share knowledge. • 𝑴𝒖𝒍𝒕𝒊𝒍𝒊𝒏𝒈𝒖𝒂𝒍 𝑻𝒓𝒂𝒏𝒔𝒍𝒂𝒕𝒊𝒐𝒏: Managed translation of knowledge articles into 7 languages. • 𝑯𝒂𝒓𝒎𝒐𝒏𝒊𝒛𝒂𝒕𝒊𝒐𝒏 𝑷𝒓𝒐𝒋𝒆𝒄𝒕: Aligned knowledge processes across five SAP lines of business for migration from Salesforce to ServiceNow. • 𝑨𝒖𝒕𝒐𝒎𝒂𝒕𝒊𝒐𝒏 𝒂𝒏𝒅 𝑫𝒂𝒕𝒂 𝑪𝒐𝒍𝒍𝒆𝒄𝒕𝒊𝒐𝒏: Automated data collection using project management and other tools. • 𝑪𝒉𝒂𝒏𝒈𝒆 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Formed and led the KCS Council to drive change initiatives. • 𝑪𝒐𝒂𝒄𝒉𝒊𝒏𝒈 𝒂𝒏𝒅 𝑸𝒖𝒂𝒍𝒊𝒕𝒚 𝑨𝒔𝒔𝒖𝒓𝒂𝒏𝒄𝒆: Orchestrated coaching to enhance adoption, quality, and case deflection. • 𝑹𝒆𝒑𝒐𝒓𝒕𝒊𝒏𝒈 𝒂𝒏𝒅 𝑨𝒏𝒂𝒍𝒚𝒕𝒊𝒄𝒔: Designed and facilitated global reporting and analytics. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Decreased ramp-up time for new employees and maintained article quality above 90%. • Automated solutions for translating documentation into supported languages. • Harmonized knowledge programs across multiple lines of business. • Enabled successful knowledge process migration from Salesforce to ServiceNow. • Improved data collection and process automation, driving efficiency and effectiveness. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Expertise in KCS methodology • Global program management and team leadership • Multilingual translation management • Project management and process automation • Change management and strategic planning • Reporting and analytical system design

SAP ConcurClient Support Analyst I

Jul. 2015 - Mar. 2018Prague, The Capital, Czech Republic · On-siteProvided support for Concur's Travel and Request modules, assisting administrators in resolving issues, optimizing tool usage, and implementing configuration changes in both English and French. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • Supported Concur administrators and Travel & Expense administrators with the Travel and Request modules. • Advised on tool usage best practices and implemented configuration changes. • Coached and guided employees on the implementation of the Knowledge-Centered Service (KCS) practice. • Developed initial KCS workflow by coordinating and assisting pilot groups. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Recognized as top case closer for several months, consistently surpassing performance expectations. • Recommended and implemented a more effective dispatch process for the Travel team. • Suggested and developed a more efficient report management system, saving hours of monthly report handling. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Proficiency in Concur's Travel and Request modules. • Expertise in KCS methodology. • Bilingual support in French and English. • Problem-solving and process improvement. • Excellent communication and coaching skills.

IBMIT Specialist L2

Feb. 2015 - Jun. 2015District de Brno-město, République tchèque · On-siteSupported L1 teams with technical issues, including Active Directory and network printing issues, and troubleshooting nearly 2000 applications for IBM's largest European customers. Provided backup support for the team leader to ensure smooth operations. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑻𝒆𝒄𝒉𝒏𝒊𝒄𝒂𝒍 𝑺𝒖𝒑𝒑𝒐𝒓𝒕: Resolved technical issues escalated by Technical Support Representatives, focusing on 2nd level issues for major IBM accounts. • 𝑮𝑫𝑭 𝑨𝒏𝒂𝒍𝒚𝒔𝒕: Analyzed team-generated data to enhance service quality and efficiency as a Global Delivery Framework (GDF) Analyst. • 𝑮𝒍𝒐𝒃𝒂𝒍 𝑲𝒏𝒐𝒘𝒍𝒆𝒅𝒈𝒆 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Maintained and improved the internal and external knowledge base, aligning with regional and global needs through a 3-tier validation process. • 𝑳𝒆𝒂𝒅𝒆𝒓𝒔𝒉𝒊𝒑 𝑺𝒖𝒑𝒑𝒐𝒓𝒕: Provided backup for the team leader, ensuring continued team functionality and performance. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Successfully resolved complex technical issues, improving service reliability for major IBM clients. • Enhanced service delivery through data analysis and process improvement initiatives. • Completed IBM Leadership University at the highest level, "Candidate for Leader." 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Expertise in technical support for Active Directory, network printing, and various applications. • Data analysis and service quality improvement. • Knowledge management and process alignment. • Leadership and team management skills. • Excellent problem-solving and technical troubleshooting abilities.

IBMTechnical Support Representative

Dec. 2013 - Feb. 2015District de Brno-město, République tchèque · On-siteProvided comprehensive technical support to IBM's largest client at the Brno Delivery Center, addressing a wide range of IT issues and ensuring optimal performance and client satisfaction. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑻𝒆𝒄𝒉𝒏𝒊𝒄𝒂𝒍 𝑺𝒖𝒑𝒑𝒐𝒓𝒕: Resolved diverse IT issues, including network printer troubleshooting, Lotus Notes support, and migration from Windows XP to Windows 7. • 𝑩𝒂𝒄𝒌𝒖𝒑 𝑻𝒆𝒂𝒎 𝑳𝒆𝒂𝒅𝒆𝒓: Improved team productivity and ensured adherence to Service Level Agreements (SLAs), supporting team leadership as needed. • 𝑪𝒍𝒊𝒆𝒏𝒕 𝑬𝒏𝒈𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Maintained high standards of customer service, ensuring client needs were promptly and effectively met. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Recognized as Employee of the Month (March 2014) for exceptional performance and dedication. • Contributed to improved team efficiency and SLA compliance through effective leadership and support. • Played a key role in successful client support, enhancing overall client satisfaction and service reliability. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Proficiency in troubleshooting and resolving a variety of IT issues. • Strong understanding of network printers, Lotus Notes, and Windows migration processes. • Leadership and team management capabilities. • Excellent customer service and client relationship management. • Ability to work under pressure and meet strict deadlines.

MovijovemAssistant Manager

Jun. 2009 - Aug. 2013Tavira, Portugal · On-siteProvided exceptional guest services and managed operational tasks to ensure a seamless and enjoyable stay for guests at the youth hostel. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑮𝒖𝒆𝒔𝒕 𝑺𝒆𝒓𝒗𝒊𝒄𝒆𝒔: Welcomed and assisted guests, addressing their needs and ensuring a positive experience during their stay. • 𝑹𝒆𝒔𝒆𝒓𝒗𝒂𝒕𝒊𝒐𝒏 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Managed guest reservations across multiple systems, maintaining accurate records and updating the invoice system with guest expenses. • 𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒂𝒍 𝑬𝒇𝒇𝒊𝒄𝒊𝒆𝒏𝒄𝒚: Developed a comprehensive database using MS Excel and Power Query, reducing check-in time by 60% and automating daily, weekly, and monthly reports, thereby decreasing daily workload by 2 hours. 𝑨𝒄𝒉𝒊𝒆𝒗𝒆𝒎𝒆𝒏𝒕𝒔: • Significantly improved check-in efficiency, enhancing guest satisfaction. • Automated reporting processes, increasing operational efficiency and reducing manual workload. • Successfully managed reservations and invoicing, ensuring accuracy and timely updates. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Expertise in guest services and hospitality management. • Proficiency in reservation systems and invoice management. • Advanced skills in MS Excel and Power Query for data management and automation. • Strong problem-solving and process improvement abilities. • Excellent communication and customer service skills.

VILA GALÉ HOTÉISFront Desk Associate

Sep. 2004 - Oct. 2007Tavira, Portugal · On-siteProvided exceptional front desk services, ensuring a pleasant and efficient experience for guests at Hotel Vila Galé Albacora. 𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔: • 𝑮𝒖𝒆𝒔𝒕 𝑺𝒆𝒓𝒗𝒊𝒄𝒆𝒔: Welcomed and assisted guests, addressing their needs and managing reservations to ensure a positive stay. • 𝑬𝒙𝒑𝒆𝒏𝒔𝒆 𝑴𝒂𝒏𝒂𝒈𝒆𝒎𝒆𝒏𝒕: Handled daily customer expense management tasks, ensuring accurate record-keeping and billing. • 𝑩𝒂𝒄𝒌-𝑶𝒇𝒇𝒊𝒄𝒆 𝑶𝒑𝒆𝒓𝒂𝒕𝒊𝒐𝒏𝒔: Managed mail, controlled daily cash flow, and oversaw online reservations, ensuring smooth back-office operations. 𝑺𝒌𝒊𝒍𝒍𝒔 𝑫𝒆𝒗𝒆𝒍𝒐𝒑𝒆𝒅: • Strong customer service and hospitality skills. • Proficiency in reservation and expense management. • Experience in back-office tasks, including mail management and cash flow control. • Excellent communication and organizational abilities.