Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Martina Hilterhaus

Málaga

Summary

Dynamic customer service professional with extensive experience at Novasol AS, excelling in complaint handling and relationship building. Proven track record of enhancing customer satisfaction and retention through effective problem resolution and critical thinking. Skilled in CRM software and adept at managing high call volumes while maintaining professionalism and composure.

Overview

13
13
years of professional experience

Work History

German Customer Agent

Novasol AS
07.2024 - Current
  • Maintained open lines of communication with external and internal customers.
  • Streamlined communication channels for a more efficient customer support experience.
  • Improved customer satisfaction by providing timely and effective resolutions to their concerns.
  • Identified opportunities for upselling or cross-selling products based on individual customer needs, driving additional revenue growth for the company.
  • Communicated with customer to understand needs and concerns.
  • Developed relationships with key clients, ensuring loyalty and repeat business.
  • Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
  • Assisted customers with navigating company website and using online tools, resulting in higher levels of self-service success.
  • Delivered exceptional service by resolving customer inquiries in a professional and empathetic manner.
  • Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
  • Exceeded performance metrics consistently while maintaining high-quality service delivery standards.
  • Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
  • Enhanced client retention rates through building strong rapport and addressing issues promptly.
  • Identified, monitored and resolved potential problematic customer issues.
  • Managed high call volumes under pressure, maintaining composure and professionalism at all times.

Self-employed as a Transport Company

Nueva Vida Dogtransport
10.2019 - 07.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.

Lecturer in Adult Education

Self-employed
04.2012 - 10.2019
  • Cultivated critical thinking skills through challenging assignments that required analysis, synthesis, and evaluation of information from various sources.
  • Developed strong relationships with colleagues, collaborating on curriculum development and sharing best practices in teaching strategies.
  • Evaluated student progress through regular assessments, providing detailed feedback for improvement and growth.
  • Selected and designed lesson plans and curriculum to meet academic objectives.
  • Collaborated with faculty and staff to create meaningful learning experiences.
  • Increased student interest by incorporating real-world examples into lessons and connecting material to relevant experiences.
  • Evaluated and revised lesson plans and course content to achieve student-centered learning.
  • Arranged syllabus, developed schedule, and determined reading list for varied courses simultaneously, giving students appropriate time to complete assignments and absorb information.
  • Created and designed quizzes, tests and projects to assess student knowledge.
  • Used PowerPoint and Google Classroom technology to give presentations to student classrooms.
  • Enhanced student comprehension by utilizing diverse teaching methodologies and techniques.

Education

Trainee - Security

IHK
Germany
05-2012

Skills

  • Complaint handling

  • Live chat support

  • CRM software

  • Email management

  • Customer service

  • Problem-solving

  • Time management

  • Multitasking and organization

  • Critical thinking

  • Active listening

  • Verbal and written communication

  • Creative problem solving

  • Problem resolution

  • Customer relations

  • Relationship building

  • Call center experience

  • Conflict resolution

Languages

English
Intermediate (B1)

Timeline

German Customer Agent

Novasol AS
07.2024 - Current

Self-employed as a Transport Company

Nueva Vida Dogtransport
10.2019 - 07.2024

Lecturer in Adult Education

Self-employed
04.2012 - 10.2019

Trainee - Security

IHK

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Martina Hilterhaus