Tobias Jüptner
Abanilla
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Customer Support Agent
Sendcloud
Munich
04.2023 - Current
- Audited customer account information to identify issues and develop solutions.
- Consulted with customers to resolve service and billing issues.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Relayed customer feedback to cross-functional teams to improve products and services.
Customer Support Team Lead
Transperfect
Madrid
02.2021 - 03.2023
- Analyze, assess & optimize project requirements.
- Directly engaging with clients & addressing project matters.
- Create, maintain & optimize project reports & dashboards.
- Create, implement & maintain teamwide shift plans.
- Screen, test & interview potential new team members.
- Create, implement & optimize training plans.
- Onboarding of new hires
- Facilitated training and coaching sessions for new and senior agents to enhance development
- Quickly develop & maintain a high level of product knowledge.
- Promote a healthy and productive culture, with a focus on product knowledge.
- Ensure teamwide quality, productivity and player satisfaction remain high.
- Conduct weekly & monthly team meetings to align upon project direction.
Customer Support Agent
5CA
04.2020 - 11.2020
- Reviewed files, records and other obtained documents to respond to customer requests.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered customer questions and addressed concerns resulting in reduction in customer complaints.
- Relayed customer feedback to cross-functional teams to improve products and services.
Customer Support Agent
Ubisoft
Newcastle
09.2018 - 02.2020
- Audited customer account information to identify issues and develop solutions.
- Consulted with customers to resolve service and billing issues.
- Answered incoming telephone calls to provide store, products and services information.
- Answered inbound calls, chats and emails to facilitate customer service.
- First line for technical escalations, helping agents resolve more complex technical issues.
Education
TEFL - Teaching English As A Second Language
Teacher Records
03-2024
Some College - Information Technology
Berufskolleg Alsdorf
Alsdorf, GermanySkills
- Workload management
- Empathy and attentiveness
- Team collaboration
- Billing resolution
- Process optimization
- CRM expertise
- Customer service excellence
- Dashboard creation
- Needs assessment
- Inbound call handling
- Time management skills
- Computer proficiency
- Information technology knowledge
- Training development and delivery
- Technical issue analysis
- Training material creation
Languages
- German
- English
- Spanish
Personal Information
- Date of Birth: 01/14/94
- Gender: Male
Languages
German
First Language
English
Proficient (C2)
C2
Spanish
Advanced (C1)
C1
Timeline
Customer Support Agent
Sendcloud
04.2023 - Current
Customer Support Team Lead
Transperfect
02.2021 - 03.2023
Customer Support Agent
5CA
04.2020 - 11.2020
Customer Support Agent
Ubisoft
09.2018 - 02.2020
TEFL - Teaching English As A Second Language
Teacher Records
Some College - Information Technology
Berufskolleg Alsdorf
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