Summary
For more than one year I am a supervisor at Teleperformance working for PayPal, a global online payment platform. Tele-performance is a multinational outsourcing supplier for customer service and technical support. In my role I am responsible for the guidance, motivation, and development of a team of advisers, the PayPal customers with her concerns support. I think highly of teamwork, loyalty, and professionalism, and am proud of the high customer satisfaction and quality which we reach in PayPal.
Before I became a supervisor, I have developed with Tele-performance from an adviser to a program trainer. In this time I improved my abilities in problem solving, communication, and interpersonal skills, as well as my quick perceptive facility and mental flexibility proved. I have also acquired a Spanish certificate of Duolingo which helps me to communicate with international customers. Besides, I order of a material customer's check §34a GewO of Augsburg IHK which has provided the necessary knowledge for the security branch for me. For my especially good achievements I have received a premium and an honouring as a highly competitive employee. My aim is to educate further constantly me, to accept new challenges, and to work together with different national and international enterprises. I am an engaged, adaptable, and reliable supervisor which customer service has made her passion.
Overview
20
20
years of professional experience
Work History
Supervisor PayPal Customer Service
Teleperformance Cloud Campus
02.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Achieved results by working with staff to meet established personal and KPI targets.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
Programm Trainer
Teleperformance Cloud Campus
09.2022 - 02.2023
- eiterschulungen
- Partnered with management to identify skill gaps within the organization, developing targeted training initiatives to address these needs.
- Conducted regular follow-up with trainees to assess knowledge retention, providing additional support as needed to ensure long-term success.
- Collaborated with cross-functional teams to design tailored training solutions that addressed specific organizational needs.
PayPal Advisor
Teleperformance Cloud Campus
01.2021 - 08.2022
- Built and maintained relationships with clients to provide ongoing support.
- customer support via phone, chat and email
- checking documents needed to lift account restrictions
- assistance with and reporting of cases of identity theft and data abuse
Secretary for the Academical Chairs for English St
Friedrich Alexander University
02.2020 - 01.2021
- Self-motivated, with a strong sense of personal responsibility.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Secretary for the Academical Chair of Pedagogics
FAU - Friedrich Alexander University
05.2018 - 02.2019
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Maintained daily report documents, memos and invoices.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Customer Service Cashier
Bayerische Regiobahn Augsburg
12.2013 - 11.2015
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Counted money in drawers at beginning and end of each shift.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
Store Detective
Detektei Stupar, Augsburg
10.2013 - 11.2013
- Utilized CCTV systems effectively to monitor customer activity, identify suspicious behavior, and prevent potential thefts from occurring.
- Improved store safety by conducting regular inspections for potential hazards and violations.
Service Team S-Bahn Munich
DB Zeitarbeit GmbH/S-Bahn München
07.2012 - 09.2013
- Demonstrated flexibility in scheduling by working various shifts as needed, including weekends and holidays, exhibiting reliability as a team member.
- Patrolling metro trains, ticket control
- local supervision at metro stations
- enforcing domiciliary rights of Deutsche Bahn
Insolvency Clerk
hww wienberg wilhelm, München
01.2012 - 06.2012
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Maintained filing system and organized customer documents for easy retrieval of information.
Junior Expert
Zooplus AG, München
07.2010 - 12.2011
- Handled sensitive client information discreetly, maintaining confidentiality at all times.
- handling of police information request
- proactive monitoring for fraud risk
- accounts receivable
- order release
Fraud Agent
eBay/Competence Call Center, Berlin
10.2009 - 06.2010
- Enhanced customer satisfaction through timely resolution of fraud disputes and thorough investigation processes.
- working emails regarding restricted eBay accounts
- working violation of eBay principles
Call Center Agent – Outbound
Viafon/Headway Jobcenter, Berlin
12.2008 - 09.2009
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Call Center Agent - Inbound
Getronics/Perfect Serv, Berlin
09.2008 - 09.2009
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- technical support for ready to print photostations
Customer Service Representative/Account Review (Fraud Agent)/Fraud Prevention Agent
PayPal Europe, Dublin/Irland
01.2008 - 09.2008
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Monitoring account security and offered guidance to life account restrictions
Cash Collector
IBM/BTO, Dublin/Irland
08.2007 - 10.2007
- Demonstrated exceptional problem-solving skills in reconciling complex accounts, ensuring accurate and timely resolution of outstanding balances.
- Prepared detailed reports analyzing trends in receivables performance, aiding in strategic decision-making processes for management teams.
Customer Service Representative
Global Telesales/Lufthansa, Dublin/Irland
01.2007 - 07.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
1st Level Technical Support
Hewlett Packard/CPL-Managed Services, Dublin/Irland
06.2006 - 01.2007
- customer support via phone and ticketing system
- technical support, providing solutions, workarounds and escalation via ticketing system
Bookseller
Buch & Medien Melcher, Potsdam
08.2005 - 12.2005
- Managed cash register transactions accurately, ensuring proper handling of financial transactions and minimizing discrepancies.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Assisted customers with locating books and other materials in store.
Deputy Deparmental Management
Dussmann – Das Kulturkaufhaus, Berlin
07.2004 - 06.2005
- Oversaw daily shift activities, delegating tasks to deputies and ensuring completion within designated timeframes.
Education
Vocational Training -
06.2004
A-Levels (German: Abitur) -
06.2001
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Staff Development
- Processes and procedures
- Priority management
- Waste Reduction
- Data Analytics
Languages
Deutsch
Bilingual or Proficient (C2)
Englisch
Advanced (C1)
Spanisch
Beginner (A1)
Personal Information
Date of Birth: 05/08/81
3 years of maternal leave 2015 - 2018
Hobbies:
Dungeons & Dragons Game Master
Games & Movies
Digital Drawing
AI Art
Timeline
Supervisor PayPal Customer Service - Teleperformance Cloud Campus
02.2023 - Current
Programm Trainer - Teleperformance Cloud Campus
09.2022 - 02.2023
PayPal Advisor - Teleperformance Cloud Campus
01.2021 - 08.2022
Secretary for the Academical Chairs for English St - Friedrich Alexander University
02.2020 - 01.2021
Secretary for the Academical Chair of Pedagogics - FAU - Friedrich Alexander University
05.2018 - 02.2019
Customer Service Cashier - Bayerische Regiobahn Augsburg
12.2013 - 11.2015
Store Detective - Detektei Stupar, Augsburg
10.2013 - 11.2013
Service Team S-Bahn Munich - DB Zeitarbeit GmbH/S-Bahn München
07.2012 - 09.2013
Insolvency Clerk - hww wienberg wilhelm, München
01.2012 - 06.2012
Junior Expert - Zooplus AG, München
07.2010 - 12.2011
Fraud Agent - eBay/Competence Call Center, Berlin
10.2009 - 06.2010
Call Center Agent – Outbound - Viafon/Headway Jobcenter, Berlin
12.2008 - 09.2009
Call Center Agent - Inbound - Getronics/Perfect Serv, Berlin
09.2008 - 09.2009
Customer Service Representative/Account Review (Fraud Agent)/Fraud Prevention Agent - PayPal Europe, Dublin/Irland
01.2008 - 09.2008
Cash Collector - IBM/BTO, Dublin/Irland
08.2007 - 10.2007
Customer Service Representative - Global Telesales/Lufthansa, Dublin/Irland
01.2007 - 07.2007
1st Level Technical Support - Hewlett Packard/CPL-Managed Services, Dublin/Irland
06.2006 - 01.2007
Bookseller - Buch & Medien Melcher, Potsdam
08.2005 - 12.2005
Deputy Deparmental Management - Dussmann – Das Kulturkaufhaus, Berlin
07.2004 - 06.2005
Frohberg – Buchhandlung Für Medizin/Oberstufenzentrum Handel, Berlin - Vocational Training,
Evangelisches Gymnasium Hermannswerder, Potsdam - A-Levels (German: Abitur),
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