Travelling
Anna Sarota
Hamburg - Uhlenhorst
Summary
Enthusiastic and results-driven Customer Success Manager with over 10 years of experience in Customer Centric roles. Proven track record of management of complex B2B accounts as well as B2C customers, always meeting KPIs, and improving efficiency. Pragmatic problem solver with exceptional attention to detail. Committed to enhancing company's processes, resolving queries, and ensuring accurate documentation. Thrives in a dynamic team environment and actively contributes to achieving departmental goals. Ready to take on a new challenge and expand existing skills portfolio.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
SABBATICAL
Sabbatical
12.2023 - Current
- Stayed professionally active by attending online webinars and trainings to gain new skills
- Currently finishing Weiterbildung in Project and Product Management through XDi Experience Design Institute
- Self-motivated, with strong sense of personal responsibility.
- Attending German course
Customer Success Manager
Walbing Technologies GmbH
08.2022 - 12.2023
- Successful verification of 40 receivables per day and monitoring of receivable verification processes, reduced verification time by 20%
- Maintained Customer's Database by verification and adding new customers/KYC Checks of Companies, verification time reduced by 10%
- Cooperation with Development teams and Product Management teams to fix platform bugs and improve product for internal use
- Managing collection of outstanding debts from Clients, performed first party collections by making at least 40 calls per day, 40 dunning letters sent weekly which boosted collection rate by 50 %
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed portfolio of 10 key accounts, maintaining strong relationships and ensuring high levels of satisfaction
Customer Relations Assistant
Pandora EMEA Distribution Centre GMBH
01.2016 - 01.2022
- Responded to B2B enquiries Pandora stores in UK and Northern Ireland and resolved issues in timely and efficient manner resulting in 95% customer satisfaction score and reduced response time by 15%
- Assist in all queries and collaboration with company internal departments such as merchandising, marketing, warehouse
- Stock order processing, coordination and monitoring
- Prepares documents necessary to complete export, import and customs clearance processes
- Provision of logistic services /cooperation with transport companies to ensure quickest and best movement of shipments
- Maintaining strong social media and brand presence across Twitter and Facebook platforms
- Reduced average response time on Social Media Channels by 50% through implementing new process that optimized communication between Client Advisors and customers- Lean Six Sigma Project
- Trained and mentored 5 new comers
- Improved team's workflow and number of incoming enquiries, from100 emails to 30 per day
Client Service Representative
HireRight Sp.zo.o.
04.2015 - 05.2016
- Quality checks of screening reports
- Completion and provision of final screening reports to Clients
- Maintaining strong relationship with Client by delivering requested products and services in timely fashion on weekly basis during scheduled call meetings
- Responding to Client's queries by telephone and email, administration support: Client's accounts set up.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Researcher
HireRight Sp.zo.o.
07.2012 - 04.2015
- Verification of job applicant's education and employment history, address history
- Preparing reports about degree of risk related to hiring relevant candidates
- Answering to Candidate's queries by email and telephone/general advice about screening processes and procedures
- Training/assistance and knowledge sharing to other screening researchers.
- Gathered and organized information for research purposes.
- Conducted thorough literature reviews to identify gaps in knowledge and inform future research directions.
Credit Inspector
ING BANK ŚLĄSKI S.A.
2 2010 - 6 2012
- Evaluating client's credit data and financial statements to determine degree of credit risk involved when lending money, analysis consisted of 40 credit loans per day
- Maintaining good relations with mortgage bank agents, providing relevant documentation via email or bank application, average response time reduced by 20%
- Filling and storage of credit documentation
- Use of bank systems: ICBS, SOWK, IWA
- Administration duties within department, translation, office secretary.
- Identified potential hazards and recommended corrective actions, ensuring safer work environment for all employees.
- Mentored junior inspectors, sharing industry expertise to enhance their skills and abilities in performing thorough inspections.
Education
No Degree - Project And Product Management
XDI
Hamburg 03.2024 - 07.2024
Master of Arts - Management, Psychology in Management
The Higher School of Banking in Dąbrowa Górnicza
Dąbrowa Górnicza 10.2012 - 05.2015
Bachelor of Arts - English philology, Translation with the second language
University of Marketing And Foreign Languages
Katowice 10.2009 - 05.2011
Skills
- Very good communication skills
- Team player, cooperating and getting on very well with colleagues and different divisions
- Ability to work independently towards individual's goals as well as company's
- Multitasker
- Flexibility
- Ability to make decisions quickly and independently
- Problem solver, well organized
- Aim to provide high quality results, ability to work in a stressful environment
Emotionally intelligent
Additional Qualifications
- Lean Six Sigma White Belt Certificate
- Certificate in Project and Product Management (soon)
- English IELTS Certificate
- Very good knowledge of background screening checks
- Good knowledge of banking procedures
Personal Information
Date of Birth: 02/10/84
Certification
Project and Product Management-XDI
Interests
Baking
Reading
Software
ZENDESK
OUTLOOK
Microsoft Office:Excel, Word, Powerpoint
Accelos Warehouse Management System
Microsoft Dynamics AX 2009
Microsoft Dynamics AX 2012
SAP
Timeline
Project and Product Management-XDI
07-2024
No Degree - Project And Product Management
XDI
03.2024 - 07.2024
SABBATICAL
Sabbatical
12.2023 - Current
Customer Success Manager
Walbing Technologies GmbH
08.2022 - 12.2023
White Belt Lean Six Sigma
05-2022
Customer Relations Assistant
Pandora EMEA Distribution Centre GMBH
01.2016 - 01.2022
Client Service Representative
HireRight Sp.zo.o.
04.2015 - 05.2016
Master of Arts - Management, Psychology in Management
The Higher School of Banking in Dąbrowa Górnicza
10.2012 - 05.2015
Researcher
HireRight Sp.zo.o.
07.2012 - 04.2015
Bachelor of Arts - English philology, Translation with the second language
University of Marketing And Foreign Languages
10.2009 - 05.2011
Credit Inspector
ING BANK ŚLĄSKI S.A.
2 2010 - 6 2012
Similar Profiles
Asha BrarAsha Brar
Sabbatical at SabbaticalSabbatical at Sabbatical
SANGATHAMIZH CHANDRANSANGATHAMIZH CHANDRAN
Career Break at SabbaticalCareer Break at Sabbatical
Anand Christy JamesAnand Christy James
Career Break at SabbaticalCareer Break at Sabbatical
JOSEPH LOOCHKARTTJOSEPH LOOCHKARTT
Personal at SabbaticalPersonal at Sabbatical
Vincent LigorioVincent Ligorio
Interim CEO - Rector at RYBAKOV FOUNDATIONInterim CEO - Rector at RYBAKOV FOUNDATION