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TALENT-62565
Ana
Customer Service Representative
Serbia
Seniority
Expert
Language skills
English B2, German B2, Italian A2
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Skills
Industry
Professional Summary
Candidate with nearly 6 years of experience in customer support, beginning in 2018. Highly skilled in providing exceptional customer support, managing teams, and developing projects to enhance customer satisfaction. Fluent in German and English, with strong communication, time management, and organizational skills. As a Customer Support Manager, managed the largest team in the company, collaborated with other departments, supported German clients via calls and mobile chat, handled customer complaints, developed and managed a mobile chat project, trained new agents, and ensured quality work standards. Created reports to track company success. Prior experience as a Customer Support Representative at an outsourcing and offshoring consulting company, assisting customers with orders via live chat, handling inquiries and complaints, and providing support in both German and English through email, live chat, and phone. Also experienced as a German Language Teacher, conducting group and individual classes for children and adults, implementing diverse teaching methods, and collaborating with other educators to improve outcomes.
Video of Talent
Portfolio
Education
University of Belgrade / Master of German Sociolinguistics
2019
University of Belgrade / Bachelor of German Language, Literature and Culture
2017
Certifications and Trainings
Experience
Customer Support Representative Professional
Industry: Retail
Jan 2023 - Present
Providing customers with information and assisting them with their orders via live chat
Forwarding order inquiries and complaints to relevant departments
Customer Support Manager
Industry: IT Services and IT Consulting
Nov 2020 - Jan 2023
Providing support for agents and customers via mail, live chat and on the phone (German and English)
Creating daily, weekly and monthly reports and tracking company success in general
Managing the largest team while working closely with other departments
Customer Support Representative German Language
Industry: Outsourcing and Offshoring Consulting
Oct 2018 - Oct 2020
Supporting German clients via call and mobile chat
Providing customers with urgent information, taking and processing complaints
Developing and working on the mobile chat project, training new agents and making sure their work quality is up to the project standards
German Language Teacher
Industry: Education
Apr 2017 - Oct 2017
Group and individual classes
Working with children and adults
Implementing different teaching methods and
Working with other teachers
