About Sonja
IT Skills & Software
- CRM and Support Systems:Intercom, Salesforce, ZenDesk
- Collaboration and Documentation:Notion, Slack, Google Sheets
- Office Organization:Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Future Technologies:Confident use of AI tools ChatGPT, Claude AI, Perplexity (AI tools for efficiency enhancement)
German
Native or bilingual
English
Fluent
Spanish
Basic
Experience
- FoodTech-Unternehmen Choco | 08/2025-02/2026Customer Support Agent (freelance)SOFTWARE PUBLISHINGAugust 2025 - February 2026 (6 months)Valletta, Malta
- Processing customer inquiries via email and live chat (German and English), including structured problem-solving for complex or incomplete information,
- Documenting all processes in the CRM system and coordinating with internal teams for efficient case handling,
- Analyzing and tracking technical or process-related issues with the aim of clear communication and quick solutions.
- TelefónicaO2|05/2025-08/2025Customer Support AgentTELECOMMUNICATIONSAugust 2025 - February 2026 (6 months)Valletta, Malta
- Telephone customer support for the OneCare business unit (mobile and DSL), including advice on contracts, tariffs, and products
- Resolving customer issues such as contract renewals, service outages, or billing inquiries through structured analysis and targeted case management
- LandkreisGifhornSocial WorkerPUBLIC SECTORNovember 2019 - December 2022 (3 years and 1 month)Gifhorn, Germany
- Identifying complex support needs of individuals with mental illnesses and addiction disorders and developing individual support and assistance plans.
- Conducting counseling sessions and accompanying applicants throughout the entire application and support process. Coordinating with health insurance providers, care insurance providers, facilities, and external agencies.
- Documenting and analyzing data for reports, statistics, and billing.
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Education
- Social Worker - Pedagogue B.A.Hochschule Hannover, 2013-20162016Schwerpunkt Sozialpsychiatrie Abschluss mit einem Notendurchschnitt von 1,5 Praktika Tagesklink Trauma/Sucht Projekt “Biografiearbeit im psychiatrischen Pflegeheim”
- Training as a Legal AssistantLaw Firm Vordemberge, Ricken & Hülswitt, 2003-2006Ausbildung zur Rechtsanwaltsfachangestellten