Painting
Maria Angela Otel
Customer Service Representative
Hagen
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
3
3
Languages
Work History
German Speaking Customer Service Representative
TMA Telesmart Gmbh
Hagen
05.2021 - Current
- Call Center | Call-Center / BPO
- Working for an American Company that deals with Online vehicle auctions and remarketing services to automotive resellers such as insurance, rental car, fleet and finance companies, focusing on the German sector.
- Outbound calls to a list of customers provided by insurances
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new team members regarding inbound and outbound calls, company policies and services.
Customer Service Advisor
Freightlink Solutions
Preston
02.2019 - 04.2021
- Call Center | Transport / Logistics / Import - Export
- Customer service advisor for an transportation agency (freight services) dealing with English, German and Romanian customers.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls, emails and chats to answer questions about products and services.
- Maintained and managed customer files and databases.
- Processing bookings, price quotations, liaising with ferry and tunnel operators, completing tasks such as managing customer accounts and imputing data on a bespoke online platform.
German Speaking Customer Service Representative
NCO Europe
Preston
09.2017 - 02.2019
- Collection agent for an American telephone company dealing with i International customers offering support in English and German.
- Managed an own caseload of Customers, along with the provision of information gathering and coming to payment solutions
- Ensuring that the debtor remained at their arranged payment
- Overcame objections and took ownership of queries
- Working together with sales managers, attending online meetings to maximise revenue and solve billing issues, correct invoices and finding payment solutions for their customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
Sales Assistant
Hawkshead Outdoor Limited
Bowness on Windermere
05.2016 - 08.2017
- Worked for an English local outdoor clothing brand, offering support to customers entering the shop, helping them chose suitable clothes, shoes, hiking equipment etc.
- Fielded customer questions to share information about products, availability, and pricing.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed efficient cash register operations.
- Recommended complementary purchases to customers, increasing revenue.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Created inviting environment for customers by maintaining store organization and cleanliness.
Cleaning Colleague
Lakeland Limited
Windermere
11.2015 - 08.2017
- Carried out general cleaning duties as required in the shop and in the offices
- Handled equipment, chemicals, and materials properly and with caution.
- Used time management and efficient cleaning methods to meet deadlines.
- Met established regulatory and organizational guidelines mandating cleanliness.
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Operated industrial washing machines and dishwashers to clean linens and dishware.
- Provided assistance to other staff members with cleaning of difficult areas.
German Speaking Customer Service Representative
Arvato Services S.R.L
Brasov
08.2011 - 10.2015
- Client Service / Call Center | Call-Center / BPO
- Worked for a German Airline Company (Air Berlin), dealing with bookings, rebooking an cancellations of flight tickets, assisting existing and new customer with their enquiries.
- Worked for Amazon technical support, assisting customers with troubleshooting their electronic devices (Laptops, Tablets, Smartphones, TV, Consoles etc.), avoiding returns and exchanges of products.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Master of Arts - Restoration of Polychrom Wood
Lucian Blaga University
Sibiu, Romania 10.2011 - 07.2013
Bachelor of Arts - Conservation And Restoration
Lucian Blaga University
Sibiu, Romania 10.2008 - 06.2011
DSD (II) Diploma - Germanic Languages
Johannes Honterus High School
Brasov 05.2008 - 05.2008
High School Diploma -
Johannes Honterus Theoretical High School
Brasov, Romania 07.2004 - 07.2008
Associate of Arts - Fine Arts
School For Arts And Crafts
Brasov, Romania 06.2002 - 06.2005
COSHH Training in Use of Chemicals & Machine Cleaning Certificate -
Jangro Limited
11.2015 - 11.2015
Skills
Complaint resolution
Staff education and training
Multi-line phone talent
Creative problem solving
Technical Support
Professional telephone demeanor
Retail store support
Interests
Cooking
Reading
Personal development
Timeline
German Speaking Customer Service Representative
TMA Telesmart Gmbh
05.2021 - Current
Customer Service Advisor
Freightlink Solutions
02.2019 - 04.2021
German Speaking Customer Service Representative
NCO Europe
09.2017 - 02.2019
Sales Assistant
Hawkshead Outdoor Limited
05.2016 - 08.2017
Cleaning Colleague
Lakeland Limited
11.2015 - 08.2017
COSHH Training in Use of Chemicals & Machine Cleaning Certificate -
Jangro Limited
11.2015 - 11.2015
Master of Arts - Restoration of Polychrom Wood
Lucian Blaga University
10.2011 - 07.2013
German Speaking Customer Service Representative
Arvato Services S.R.L
08.2011 - 10.2015
Bachelor of Arts - Conservation And Restoration
Lucian Blaga University
10.2008 - 06.2011
DSD (II) Diploma - Germanic Languages
Johannes Honterus High School
05.2008 - 05.2008
High School Diploma -
Johannes Honterus Theoretical High School
07.2004 - 07.2008
Associate of Arts - Fine Arts
School For Arts And Crafts
06.2002 - 06.2005