Anja Johansen

• An internal promotion from Chat Agent, remote in the iGaming industry. Managed communication via email, WhatsApp and phone calls with high-profile clients to ensure satisfaction and loyalty with friendly service. I worked with up to 3 different backoffices to analyze accounts for bonus eligibility based on strict rules provided by the company.
• Collaborated with internal teams to enhance service delivery for VIP accounts, escalating to many different channels and teams in Slack on behalf of the customer.
• I also learned to generate reports from Power BI and sorted them accurately in Excel/sheets for daily and weekly email sendouts based on criteria given by the company.
• Reached KPI targets every month.
• I also created standard templates for answering customers in Zendesk in the Norwegian Language.
• Developed long-lasting client relationships through consistent communication and proactive problemsolving.
• Left on good terms with the company, due to changes being made to my position.

Remote position delivering quality customer service to customers in the Norwegian market, but also international market, when high traffic required it.

• First time working with Zendesk Chats and emails.
• Made use of my detail oriented problem solving skills, to escalate cases in Slack based on analysis of 2 different types of Backoffices, and to solve them quickly via Live Chat, with utmost customer care.
• High pace, high stress environment with up to 4 chats and 2-3 minutes response time, as well as emails handling.
• Reached KPI targets based on Quality, response time, closing time, customer feedback and amount of chats and emails handled.
• Reached C-level (internal course with more responsibility for less need to escalate cases, and handling bonus accreditation etc. on my own).
• After some months in the position I was also asked to, now and then, help Onboard and teach new hires how to successfully manage the job correctly, as well as other tasks.
• Received good feedback on my personal, high quality approach to customer service of each client. Left position when I got an internal promotion.

• Certified PRO, professional freelance translator, Specialized in Transcreation and Translation/Proofreading/Editing - English to Norwegian within several fields; tourism, travel, accounting, business and business law, marketing, manuals, articles and general text.
• Maintain focus under pressure to deliver accurate translation services.
• Obtain information on appropriate terms, phrases and words from specialist dictionaries.
• Monitored translation quality of contractors and external providers.
• Inspect translations word-for-word for grammar and spelling faults.
• Produce a daily output of 3500 translated words per day.
• CASTELLDEFELS, Norway

• Interpreter/ research assistant, on an ongoing project called “REFORMED”
• (An international project supported by the EEC)
• Communicating per phone and e-mail in Norwegian and English
• Recruiting schools for project, follow up with schools, proofreading Norwegian texts, interpreting responses and communicating them to project leader.
• Barcelona, Spain

• Started the website www.sykavmuggsopp.com, Translation/Proofreading/Editing and training for working as a freelance translator by/for an English/Norwegian teacher
• Translating articles and research from English to Norwegian
• Also acted as a consultant on where to find more information, for people looking for guidance on CIRS.

• Hired as substitute for a woman that was on paternal leave
• Sales, customer service, order and stock products etc.
• Left due to substitute position came to an end.
• Opened and closed store by completing security, cleaning and financial checklists.
• Assisted customers with wide selection of products and services.
• Handled special customer requests to locate out-of-stock items. Encouraged customer loyalty by building positive rapport with regular customers.
• Trondheim, Norway, Norway

• Assisted customers with testing and selecting products suited to individual tastes, styles or needs.
• Established and nurtured effective relationships with customers, colleagues and store management.
• Organised and displayed items in visually appealing manner. Encouraged customer loyalty by building positive rapport with regular customers.
• Responsibilities: Advising customers in choosing products for their health
• Part-time responsibility of ordering products
• Left due to being accepted into university in another region.
• Bodø, Norway, Norway