Zendesk
Scarlett Gyimah
Customer Manager
Dorsten
Summary
A bilingual Subject Matter Expert and trusted advisor proficient in English and German, with basic knowledge of Spanish. Skilled in research, analysis, and process optimization, focusing on customer experience and efficiency. Experienced in collaborating with clients and internal teams to provide enhancement recommendations based on industry research. Demonstrates strong leadership in improving processes, increasing customer satisfaction, and training staff to align with strategic goals.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Customer Manager
Hello.de
08.2023 - Current
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Streamlined customer service processes to reduce response times and increase efficiency.
- Coordinated with internal teams to troubleshoot technical issues efficiently, minimizing downtime experienced by customers.
- Analyzed customer feedback data to identify areas for improvement and implemented targeted initiatives.
Restaurant Manager
ExtraWurst UK
03.2022 - 03.2023
- Motivated staff to perform at peak efficiency and quality.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Facilitated regular safety training sessions for all team members to ensure a safe working environment free from accidents or injuries.
- Conducted performance evaluations for staff members, identifying areas of improvement while recognizing outstanding achievements as well.
- Verified prepared food met standards for quality and quantity before serving to customers.
Language Data Analyst
TransPerfect Connect
04.2021 - 12.2021
- Maintained up-to-date knowledge of industry trends and advancements in data analytics, enhancing the adaptability of solutions provided.
- Contributed to the development of advanced speech recognition systems, increasing accuracy and efficiency in language processing.
- Participated in requirements meetings to understand business needs.
- Gained extensive knowledge in data entry, analysis and reporting.
Subject Matter Expert
Webhelp
07.2019 - 02.2021
- Spearheaded internal training initiatives that led to increased employee proficiency in critical skills.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Designed custom curricula tailored to specific client requirements, leading to higher engagement rates during training sessions.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
Assistant Store Manager
Card Factory
03.2018 - 07.2019
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
Account Manager
Vapor Shop Direct Ltd.
01.2017 - 10.2018
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Monitored industry trends to provide informed recommendations on new products or services that could benefit clients'' businesses.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
Education
Linguistics (incomplete)
University of Birmingham
Birmingham, UK12.2013
High School Diploma -
Birmingham Metropolitan College
Birmingham, UK 04.2001 -
Skills
Training and mentoring
Account Management
Inter-department collaboration
Research and due diligence
Deep expertise
Problem-solving abilities
Advanced skills in Microsoft Office
Basic knowledge of C programming
Strong organizational and management abilities
Excellent customer service and problem-solving skills
Experience in data analysis and process optimization
Bilingual proficiency in German and English
Software
Salesforce
Microsoft Office
G-Sui
Slack
Lightroom
Interests
Art, Psychology and Technology
Hobbies
In my spare time, I enjoy hiking, sharing homemade baked goods with friends, and continuously expanding my knowledge on a variety of subjects.
Timeline
Customer Manager
Hello.de
08.2023 - Current
Restaurant Manager
ExtraWurst UK
03.2022 - 03.2023
Language Data Analyst
TransPerfect Connect
04.2021 - 12.2021
Subject Matter Expert
Webhelp
07.2019 - 02.2021
Assistant Store Manager
Card Factory
03.2018 - 07.2019
Account Manager
Vapor Shop Direct Ltd.
01.2017 - 10.2018
High School Diploma -
Birmingham Metropolitan College
04.2001 -
Linguistics (incomplete)
University of Birmingham