Stefan Spuhler
Dialogue-Marketing / Fraud Prevention
Sliema
Summary
More than 5 years experience in Customer Service / Customer Support. Additional finished a 3 year vocational training in dialogue-marketing from 2020-2023. Worked in several CRM and costumer focused campaigns, as expert contact for our consultation team and as coach for new employees, quality coaching and shift schedule management
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Fraud Prevention Officer
Novum Bank Group
08.2024 - Current
- Monitoring and analyzing suspicious transaction patterns.
- Maintained accurate records of all safety-related documentation for easy reference during audits or investigations.
- Handling Chargeback inquiries
Customer Support Advisor
Tipico
2 2024 - 08.2024
- Handling customer complaints via chat and email
- Support CRM Sportsbetting / IGaming Campaigns
- KYC Verification
- Support Responsible Gaming enquiries
Customer Service Advisor
BSH Hausgeräte GmbH
11.2020 - 8 2023
- Managed complaints with calm, clear communication and problem-solving
- Expert contact in our team - conduct of coachings, trainings, and induction of new employees.
- Monitoring the team's KPI.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Addressed customer queries to provide information regarding product specifications and uses.
- Informed customers of promotions and special offers to increase sales and revenue.
- Educated customers on how to use products or services by providing demonstrations and presentations.
- Evaluated customer preferences and needs to establish productive and long-lasting relationships.
Customer Service Representative
ABN Personalmanagement
11.2018 - 11.2020
- Managed complaints with calm, clear communication and problem-solving
- Diffused challenging situations using conflict management techniques.
CALLCENTER-AGENT
Arvato
08.2017 - 10.2018
- Assisted front desk support by managing bookings, welcoming customers, and processing payments to deliver a smooth check-in process.
- Customer Service for Hugo Boss AG
Education
Bachelor Professional of Business CCI - Business Administration And Management
EHV Fernstudium Und Weiterbildung GmbH
Hamburg - Remote 08.2024 - 03.2026
Vocational Training - Dialogue-marketing
IHK Handelskammer - Hanover
04.2001 -
Vacational training - Sales Assistent
Berufsbildende Schule Handel Hanover
Hannover 08.2014 - 08.2016
Secondary School -
Bertha Von Suttner Realschule
Hannover06.2013
Skills
Project management
service design and sales
team management
KYC Verfification
Support Responsible Gaming enquiries
Customer relations
Sportsbetting / IGaming
Project management
CRM
Call centre experience
Shift schedule management
Customer Relations
KPI Monitoring
AML compliance knowledge
Fraud detection techniques
Investigative abilities
Self Motivation
Adaptability
Excellent Communication
Data Analysis
Relationship Building
Fraud Detection
Languages
German
English
Certification
Associate dialogue-marketing
Hobbies
Sports,reading,hiking,
Timeline
Fraud Prevention Officer
Novum Bank Group
08.2024 - Current
Bachelor Professional of Business CCI - Business Administration And Management
EHV Fernstudium Und Weiterbildung GmbH
08.2024 - 03.2026
Associate dialogue-marketing
02-2024
Customer Service Advisor
BSH Hausgeräte GmbH
11.2020 - 8 2023
Customer Service Representative
ABN Personalmanagement
11.2018 - 11.2020
CALLCENTER-AGENT
Arvato
08.2017 - 10.2018
Vacational training - Sales Assistent
Berufsbildende Schule Handel Hanover
08.2014 - 08.2016
Vocational Training - Dialogue-marketing
IHK Handelskammer - Hanover
04.2001 -
Customer Support Advisor
Tipico
2 2024 - 08.2024
Secondary School -
Bertha Von Suttner Realschule
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