Rim Dubey
Munich
Summary
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
8
8
years of professional experience
Work History
Sales Assistant (Working Student)
Hunkemöller, Munich
09.2023 - Current
- Delivered exceptional customer service to over 20+ clients/per day by providing expert lingerie fitting advice and style recommendations tailored to individual needs
- Supported E-Commerce back-end operations including order tracking, data correction, and return management
- Built loyal customer relationships by promoting the Hunkemöller loyalty program and providing a memorable shopping experience
Sales Assistant (Working Student)
C&A, Munich
11.2024 - 01.2025
- Delivered 95% high-quality customer service, resolving inquiries and processing transactions efficiently
- Assisted in visual merchandising and product organization
Assistant Manager Customer Care
Teleperformance, India
01.2021 - 12.2023
- Led international customer service operations across hospitality (Hilton) and retail (Wal-Mart Canada) sectors, managing end-to-end customer journey using PDCA and 98% SLA compliance
- Managed daily operations for customer inquiries related to orders, delivery status, cancellations, returns, warranties, and account issues.
- Responded to customer emails, calls, and CRM tickets with high accuracy and professionalism, maintaining clarity for technical and non-technical queries.
- Conducted root cause investigations using available tools and system insights, ensuring timely and fully resolved customer cases.
- Communicated system or product issues to internal support teams and ensured appropriate follow-up until resolution.
- Built strong relationships with customers while managing assigned cases and maintaining compliance with SOPs.
- Used reporting, data checks, and case analysis to reduce recurring issues and improve case resolution time
Stock Manager in Practice
Marina Rinaldi, Munich
02.2023 - 07.2023
- Managed stock levels, backroom organization, and replenishment to ensure smooth store operations
- Created a tracking sheet in Excel to monitor item inflow/outflow and identify discrepancies early.
- Created sales and inventory dashboards using SAP and Excel for replenishment cycles and delivery tracking of 200+ shipments
- Collaborated with the team to meet KPIs and deliver a seamless customer journey from fitting room to checkout
Team Lead (Service + Sales)
Teleperformance, India
11.2019 - 12.2020
- Led and motivated a team responsible for handling customer service operations, ensuring 98% adherence to quality and performance standards
- Ensured adherence to SOPs, internal quality guidelines, and platform policies.
- Allocated daily tasks and prioritized workload based on ticket volume and urgency.
- Delivered feedback sessions and skill-building programs to improve communication, accuracy, and customer handling.
- Reported performance metrics, challenges, and achievements to higher management
- Tracked team KPIs such as CSAT, FCR, AHT, and defect rate similar to monitoring KPIs like Quality, Issue Resolution Rate, AHT
- Implemented process improvements initiatives that reduced customer turnaround time by 15% and improved partner satisfaction scores
Customer Care Representative
Teleperformance, India
06.2018 - 10.2019
- Handled customer inquiries via email/chat/phone and service requests with a 98% accuracy rate, maintaining exceptional customer retention metrics.
- Processed customer inquiries related to order placements, cancellations, delays, warranties, delivery, and loyalty program issues.
- Used CRM tools to document cases accurately and maintain full transparency in customer communication.
- Provided clear, professional responses while ensuring customer satisfaction and maintaining brand standards.
- Coordinated with backend teams to resolve technical or operational issues
Education
MBA -
New European College
Munich, Germany10.2025
BTECH - Electronics & Communication Engineering
Maulana Abul Kalam Azad University of Technology
India05.2018
Skills
- English (C2)
- German (B1)
- CRM Tools (Salesforce, SAP, Zendesk) & Ticket Management Systems
- Data Analysis & Visualization (Excel, Google Sheets)
- KPI & SLA Management
- Data Analysis & Reporting (Excel, PowerPoint, ERP Systems, POS, SOP, Outlook)
- Customer Support & Operations
- CRM & Ticket Management
- Coaching, Feedback & Performance Reviews
- Problem Solving & Root Cause Analysis
- Process Improvements & Quality Control
- Order, Complaint & Returns Processing
- Fast Learning & Process Adaptation
- SAP & Service Cloud Familiarity
- Technical Troubleshooting Support
- Detail Orientation & Investigative Mindset
- 5 WHY & RCA
Projects: Operational Improvement Initiative – Hilton Support Process
Action:, Coached a team of 15+ agents on communication, SOP adherence, and issue-resolution techniques., Analyzed call trends and implemented targeted training to fix high-impact errors affecting bookings and billing., Optimized escalation workflow, reducing response time for complex cases by 35%., Worked with QA and training teams to standardize processes and reduce repeat errors, Results:, Improved CSAT by 20% within 2 months., Reduced repeat guest complaints by 30%., Increased team QA scores by 18%., Lowered AHT by 12% without affecting service quality.
Languages
English
Bilingual or Proficient (C2)
German
Intermediate (B1)
Timeline
Sales Assistant (Working Student)
C&A, Munich
11.2024 - 01.2025
Sales Assistant (Working Student)
Hunkemöller, Munich
09.2023 - Current
Stock Manager in Practice
Marina Rinaldi, Munich
02.2023 - 07.2023
Assistant Manager Customer Care
Teleperformance, India
01.2021 - 12.2023
Team Lead (Service + Sales)
Teleperformance, India
11.2019 - 12.2020
Customer Care Representative
Teleperformance, India
06.2018 - 10.2019
BTECH - Electronics & Communication Engineering
Maulana Abul Kalam Azad University of Technology
MBA -
New European College