Summary
Overview
Work History
Education
Skills
IT Skills
Additional Information
Languages
Timeline
CustomerServiceRepresentative
Verena Heidelberg

Verena Heidelberg

Solingen

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals. Fluent in German and English.

Overview

20
20
years of professional experience

Work History

Customer Service Representative

CP Films Vertriebs GmbH
01.2021 - Current
  • Handling all customer inquiries from consultation to full order processing
  • Coordination of shipping data with the warehouse in the USA for distributors in the Middle East, Payment processing and coordination with logistics companies
  • Complaint management and issuing of credit notes
  • CRM maintenance
  • Participation in project for consolidation of two warehouse locations
  • Salesforce power user

Office Team Lead / Customer Service Team Lead

CP Films Vertriebs GmbH
05.2016 - 12.2020
  • Leading the customer service team
  • Implementation of Sarbanes-Oxley regulations
  • Allocation of customer packages within the team
  • Employee discussions and coaching / change management
  • Performance evaluations of employees
  • Representing the customer service team in meetings inside and outside the business unit
  • Process optimization
  • Reporting (team target achievement)
  • Participation in project teams for the rollout of new systems as part of digitalization and automation (Salesforce)
  • Training employees on new systems and processes
  • Conducting job interviews

Management Assistant (part Time)

SunTek Europe GmbH
05.2015 - 04.2016
  • General assistant duties for the managing director
  • Expense reports
  • Support with travel bookings
  • Support of the accounting department
  • Support of the customer service team

Accountant / Customer Service

SunTek Europe GmbH
08.2009 - 03.2014
  • Implementation and customisation of the Salesforce CRM system for the Sales and Customer Service teams
  • Preparatory accounting for the tax adviser (accounts payable & accounts receivable)
  • Executing payment runs
  • Account reconciliation
  • Reviewing, correcting, posting and paying expense reports
  • Preparing financial reports for the parent company in the USA
  • Processing customer orders
  • Complaint / claims management
  • Creating new customer records and maintaining the CRM database
  • Various administrative assistant duties, including office management
  • Supporting the Sales team
  • Assisting with marketing projects and acting as the contact for the external marketing agency
  • Taking part in job interviews
  • Calculating price adjustments and preparing new price lists during price increases
  • Creating replenishment orders for the warehouse
  • Assisting with physical inventories

Accounts Payable Clerk

DEK International GmbH
10.2007 - 07.2009
  • International accounts-payable processing
  • End-to-end handling of incoming invoices
  • Weekly payment runs for 15 global accounts
  • Coding and allocating internal office invoices and related payment runs
  • Posting intercompany invoices and employee expense reports

Accounts Payable / General Cashier (Cash Out)

Hilton Zürich Airport
09.2006 - 09.2007
  • Complete processing of incoming invoices
  • Preparation of payment runs
  • Posting intercompany invoices
  • End-to-end handling of employee expense reports
  • Verifying and paying commissions for booking systems (e.g., HRS)
  • Preparing monthly and annual accounts (accounts payable)
  • Custody and management of the cash safe
  • Managing and disbursing cash to the reception desk
  • Cash payouts, salary advances, and bonus programms
  • Posting the entire cash-out flow for month-end closing

Reception & Service Associate

Apart Hotel - Operated by Hilton Zürich Airport
08.2005 - 08.2006
  • Guest check-in and check-out
  • Assigning rooms in close coordination with Housekeeping
  • Cash management at the reception desk
  • Receiving and entering reservations in the system
  • Monitoring reservations via booking platforms
  • Providing service in the restaurant and at the bar

Apprenticeship Hotel Business Clerk

CM CityClass Hotel Savoy
06.2005 - 06.2009

Education

Advanced Technical College Entrance Qualification -

Vocational College City of Opladen
Opladen

Skills

  • Strong commitment to service
  • Adaptability
  • Resilience
  • Empathy
  • Motivation
  • Teamwork
  • Curiosity

IT Skills

  • Outlook
  • MS Office
  • SAP ERP
  • SalesForce
  • Teams
  • Power BI

Additional Information

Former Catalyst Member

EPDC Member


Eastman Trainings & Courses:

Prosci Change Management

Women in Leadership (Rotterdam)

Social Styles

GTD

Globesmart Profile

Languages

English
Advanced (C1)
German
Bilingual or Proficient (C2)

Timeline

Customer Service Representative

CP Films Vertriebs GmbH
01.2021 - Current

Office Team Lead / Customer Service Team Lead

CP Films Vertriebs GmbH
05.2016 - 12.2020

Management Assistant (part Time)

SunTek Europe GmbH
05.2015 - 04.2016

Accountant / Customer Service

SunTek Europe GmbH
08.2009 - 03.2014

Accounts Payable Clerk

DEK International GmbH
10.2007 - 07.2009

Accounts Payable / General Cashier (Cash Out)

Hilton Zürich Airport
09.2006 - 09.2007

Reception & Service Associate

Apart Hotel - Operated by Hilton Zürich Airport
08.2005 - 08.2006

Apprenticeship Hotel Business Clerk

CM CityClass Hotel Savoy
06.2005 - 06.2009

Advanced Technical College Entrance Qualification -

Vocational College City of Opladen

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