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TALENT-62178
Mariam
Customer Service Representative & Virtual Assistant
Armenia
Seniority
Middle
Language skills
English B2, German C1, Russian C1
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Skills
Industry
Professional Summary
Candidate has a comprehensive and multifaceted background, particularly in roles requiring proficiency in the German language. They have served as an operations manager for a German-speaking customer service project, responsible for operational and quality Key Performance Indicators (KPIs). In addition to managerial duties, they have experience leading a team of 20, handling disciplinary and administrative tasks while ensuring quality standards. Their career also includes roles as a German tutor, aligning with their academic qualifications in German language and literature at both bachelor's and master's levels. The candidate's versatility extends to guiding and communicating with small and large groups, primarily native German speakers. They have experience in social media marketing for German health products, translating texts from German and English into Armenian, and from Russian into Armenian to support tour agencies with event planning and promotional materials. Their technological adeptness is demonstrated through their familiarity with tools such as Jira Service Desk, Power BI, and SharePoint for ticketing, data analysis, and document management. Overall, their diverse skill set and experience make them a valuable asset in roles requiring German language proficiency, leadership, and communication skills.
Video of Talent
Portfolio
Education
Humboldt-Universität Berlin / Master - German Literature
Apr 2018 - Aug 2018
Yerevan State University / Master - World (Foreign) Literature
Sep 2016 - 2019
Yerevan State University / Bachelor - German Studies
Sep 2012 - Jun 2016
Certifications and Trainings
Experience
Operations Manager
Industry: Outsourcing and Offshoring Consulting
Sep 2021 - Present
Supervision of the team (14 directs)
Conducting regular team meetings and one-on-one discussions/feedbacks
Shift change, vacation
Analyzes and daily minings
Ensuring compliance with service levels, productivity and other KPIs
Team-Manager
Industry: Outsourcing and Offshoring Consulting
Sep 2019 - Aug 2021
Supervision of the team (20 team-members)
Customer Service Representative
Industry: Outsourcing and Offshoring Consulting
Aug 2019
Processing customer inquiries
Team-Lead
Industry: Telecommunications
Nov 2018 - Jul 2019
Supervision of the team
Implementation of training and coaching
Shift changes and monitoring (Real time management)
Co-founder of the Publishing house
Industry: Publishing
Mar 2019
Translation of books
Correction of the texts
Publication of the books
Intern in the office of MP Deutscher Bundestag
Industry: Public Sector
Apr 2018 - Aug 2018
Processing the petitions
Responding to citizen inquiries
Preparation of necessary materials for committee meetings
Tour Guide
Industry: Museums, Historical Sites, and Zoos
Jun 2015 - Nov 2017
Accompanying the German-speaking groups
Translation and interpreting for international guests