Freelancer profile translated to English.

Description

I support companies in strengthening their customer relationships, optimizing processes, and professionally relieving internal teams.

Are you looking for support in Customer Success, Customer Management, or Account Management? I help companies retain customers long-term, structure workflows, and ensure professional communication.

With over 15 years of experience in customer service, customer communication, project coordination, and process organization, I bring extensive experience from B2B and B2C environments. I act as an interface between customers, teams, and external service providers, ensuring that projects are implemented reliably.

My focus areas:

• Customer Success Management and Customer Retention

• Support and development of existing customers

• Customer onboarding and guidance through the customer journey

• Account Management and Customer Communication

• Project Coordination and Process Optimization

• Complaint Management and Problem Solving

• Documentations, Workflows, and CRM Processes

Through my experience in web design, marketing, and digital communication, I understand the requirements of modern companies and can quickly familiarize myself with new topics.

What sets me apart: I combine empathy with structure. I recognize customer needs, find solutions, and support companies in working more efficiently and creating better customer experiences.

I work independently, reliably, and solution-oriented. My goal is to support companies long-term as an external partner in customer management and customer success.

Languages

German
Native or bilingual
Russian
Conversational
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

RegioHelden GmbH
Account Manager | Marketing
DIGITAL AND IT
April 2023 - Today (3 years and 3 months)
Stuttgart, Germany
Comprehensive support and development of existing customers in the area of digital solutions with a focus on long-term customer retention and satisfaction
Independent execution of consultation meetings, video calls, and customer meetings for needs assessment and solution development
Structured execution of customer briefings and translation of customer requirements into concrete implementation steps for internal specialist departments
Coordination and support of website projects and optimization measures between customers, project teams, and technical contacts
Support of digital marketing campaigns such as in-app advertising, display banners, and native advertising for customers from various industries
Proactive communication with customers, identification of optimization potentials, and support in the further development of existing customer relationships
Processing and management of written customer inquiries via ticket systems in compliance with defined Service Level Agreements (SLAs)
Documentation of customer processes, requirements, and solutions to ensure efficient workflows
Customer Success Management Account Management & Customer Retention Project Coordination & Interface Management Customer Consulting & Stakeholder Communication Process Optimization & Customer Processes
wefox Group Services (GER) GmbH
Junior Customer Service Agent
BANKING AND INSURANCE
August 2021 - February 2023 (1 year and 6 months)
Berlin, Germany
- Telephone and written support of customers and service providers, processing of customer inquiries
- Maintenance and adjustment of customer data as well as processing of insurance-related inquiries and contract adjustments
- Creation and maintenance of internal knowledge bases (Confluence) to ensure consistent service quality
- Training and support of new employees in customer service
Customer Success Management Customer Communication & Customer Service Process Optimization Knowledge Management (Confluence) Onboarding & Employee Training
Freelancer
Virtual Assistant
May 2020 - September 2022 (2 years and 4 months)
• - Support of administrative tasks in the back office as well as assistance in organizational matters
• - Close, service-oriented collaboration with customers to develop individual solutions
• - Creation and maintenance of advertising and marketing materials (graphic design, web design, online shops)
• - Research and analysis activities for the continuous improvement of customer presence
Account Management & Customer Retention Customer Management & Customer Retention Customer Success Management Customer Communication & Customer Service