Miriam Hellman
Munich
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
25
25
years of professional experience
Work History
Customer Service Officer
BTC
01.2022 - Current
- Service to key account customers with focus on customer satisfaction.
- Handling all customer requests including questions about products and services.
- Communicated with clients regarding account services, statements, and balances.
- Handling customer concerns quickly and escalating major issues to supervisor.
- Clarifying customer issues and determining root cause of problems to resolve product or service complaints.
- Participating in team meetings and training sessions to stay informed about product updates and changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Officer
W. Rosenstein Ltd.
05.2014 - 12.2021
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Prepared sales reports with informative graphs and charts to outline key data.
- Achieved dramatic sales increase by skillfully managing relationships and proactive sales approaches.
- Researched target market and identified customers' unique needs to suggest suitable products.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Forecasting per quarter and sending information to BASF SE
- Order management
Head of Operations Outgoing Tourism
Holiday Travel Ltd. (General Sales Agent Of Airberlin And TUI In Israel)
12.2005 - 05.2014
- Building the sector "Outgoing Tourism" from the scratch, starting from a "one-man-show" in 2005, growing to team of 5 Sales Agents.
- Main contact and "interface" between the German Headquarter and the local representative
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Being active Member of the B2B and B2C Sales Team, including organizing Marketing activities like Radio, Billboard, internet campaigns and charity receptions in Israel.
- Scheduling and Escorting Management Members from Germany to Meetings with Israeli Key Customers.
HR Operations Manager
Business Objects Ltd. (today Part Of The SAP Group)
10.2004 - 10.2005
- Reported to the Human Resource Director Central Europe
- Key coordinator of local HR Data for Central Europe (Germany, Austria and Switzerland) in HR People Soft
- Review of monthly payroll of CE Employees
- Calculation and Administration of monthly Compensation & Benefit payments under supervision of the HR Director Central Europe
- Actively involved in hiring and termination processes
- Leading and coordinating "Learning & Development-Projects"
- Developing and implementing a student integration program
- Responsible for local employee communications
HR Generalist
Softlab GmbH (part Of BMW Group )
07.2003 - 10.2004
- Reported to the HR Director Germany and the HR Management Team
- Actively involved in hiring and termination processes
- Responsible for employee trainings (new hire and compliance trainings) and local office events
- Cooperate benefit program contact for employees
- coordinating and follow up of periodical evaluations of staff and managers (counseling the management)
Key Account Manager
Hapag-Lloyd AG
08.1998 - 04.2004
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
HR Generalist
KMPG Consulting GmbH (today Called Bearing Point)
04.2000 - 07.2003
- Reported to HR Director Germany
- Actively involved in Recruiting and interviewing
- Lead on inhouse student integration program and other HR projects
- HR Administration like payroll preparations, benefit calculations, time management and updating personnel records
- Lead on Project "On Boarding Training", implemented Germany-wide later on
- Guiding on periodical evaluations of staff and managers including follow up
- Employee Relations (counsel and conduct partners regarding exit interview)
Education
Associate of Arts - Business Administration
Berufsschule Muenchen
Muenchen06.1998
Skills
- Account Management
- Service Recommendations
- Inbound Call Management
- Account Investigation
- Documentation and Reporting
- Technical Support
- Customer Support
- Logistics Coordination
- Data Entry
- Call Center Operations
- Payment Processing
- Database Maintenance
Languages
German
Native language
English
Proficient
C2
Hebrew
Advanced
C1
Greek
Intermediate
B1
Portuguese
Elementary
A2
Timeline
Customer Service Officer
BTC
01.2022 - Current
Sales Officer
W. Rosenstein Ltd.
05.2014 - 12.2021
Head of Operations Outgoing Tourism
Holiday Travel Ltd. (General Sales Agent Of Airberlin And TUI In Israel)
12.2005 - 05.2014
HR Operations Manager
Business Objects Ltd. (today Part Of The SAP Group)
10.2004 - 10.2005
HR Generalist
Softlab GmbH (part Of BMW Group )
07.2003 - 10.2004
HR Generalist
KMPG Consulting GmbH (today Called Bearing Point)
04.2000 - 07.2003
Key Account Manager
Hapag-Lloyd AG
08.1998 - 04.2004
Associate of Arts - Business Administration
Berufsschule Muenchen
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