Freelancer profile translated to English.

Description

I am a customer service and sales specialist with over 3 years of professional experience and in-depth expertise as a content moderator. I support companies in sustainably increasing customer satisfaction and sales through excellent customer service and targeted sales advice. My experience includes supporting customers in the financial and e-commerce sectors, as well as carefully reviewing and moderating online content in accordance with company guidelines. With my solution-oriented communication, my confident handling of CRM systems and my ability to quickly grasp and process complex issues, I actively contribute to optimizing customer loyalty and ensuring a positive user experience.

Languages

German
Native or bilingual
English
Fluent
Portuguese
Basic

Workplace preferences

Remote only

Primarily works remotely

Sitel
Customer Care
TELECOMMUNICATIONS
February 2022 - December 2022 (10 months)
Lissabon, Portugal
As part of a project at Sitel Group (now Foundever), I worked in customer service for a leading German credit institution. My responsibilities included providing telephone and written support to private customers on topics such as account management, credit inquiries, installment payments, online banking and card services. I supported customers in clarifying their concerns, helped with technical or security-related questions and carefully documented all processes in the CRM system. The activity required a high level of service orientation, a sense of responsibility and safe working in accordance with data protection and compliance guidelines.

Core competencies:

Customer advice for credit products & payment transactions

Support for online banking and card blocking

Processing of inquiries about loans & installment payments

Documentation & CRM use

Data protection, discretion & compliance

Working in shifts & under performance indicators
Cognizant
Customer Care
TECH
January 2023 - January 2024 (1 year)
Lissabon, Portugal
As part of an international project at Cognizant, I worked as a content moderator for Google. My responsibilities included reviewing and evaluating user-generated content on platforms such as Google Maps, Google Reviews and other Google services. I paid attention to compliance with guidelines regarding security, quality, legal aspects and community standards. Through manual moderation and the use of special internal tools, I identified irregular, inappropriate or fraudulent content and actively contributed to improving the user experience.

Core competencies:

Content review according to Google guidelines (text, images, videos)

Evaluation of user contributions with regard to relevance & compliance with guidelines

Detection and reporting of fake accounts, spam or violations

Use of internal moderation tools and workflows

Working under high speed & strict quality requirements

Sensitive handling of potentially stressful content (Content Risk Awareness)

Contribution to platform integrity and security for millions of users worldwide
Cluster
Sales&Customer Consulting
TELECOMMUNICATIONS
February 2024 - Today (2 years and 4 months)
Lissabon, Portugal
At Cluster, I worked in the sales team for a renowned provider of mattresses and sleeping systems. My main task was to advise customers by telephone and in writing on products such as mattresses, slatted frames, toppers and accessories and to actively support them in the purchasing process. I recommended individually suitable solutions, answered questions about materials, sizes, delivery times and comfort properties and supported purchase completions. The focus was on service-oriented, competent advice - with the aim of increasing customer satisfaction and sales equally.

Core competencies:

Product advice in the field of sleeping systems (mattresses, toppers, accessories)

Customer contact by telephone and in writing (inbound & partly outbound)

Active sales & offer preparation

Support with orders, returns & payment questions

Training in product specifics (e.g. degrees of hardness, materials, ergonomics)

Application of CRM and ordering systems

Goal-oriented work in the sales team