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Work Background
LinkedInCustomer Success Manager
Jan. 2022Dublin, County Dublin, Ireland• Facilitated growth opportunities for companies by connecting them with LinkedIn's professional network, generating multiple 7-figure revenues for EMEA and DACH SMBs, MMEs, and Enterprises.
• Communicated progress on monthly revenue goals and initiatives to internal and external stakeholders.
• Analyzed campaign performance metrics and collaborated with agencies to enable strategic long-term thinking.
HertzExecutive Credit Controller
Jan. 2017 - Jan. 2022Dublin, Grafschaft Dublin, IrlandMy role is to reduce and control the amount of past due invoices in the portfolio of claims assigned and to establish and maintain a professional relationship with internal & external customers. Key-result areas:
- Work portfolio of assigned claims to ensure invoices will be paid in a timely manner.
- Recommend proper course of action to ensure bad debt exposure is kept to a minimum.
- Maintain awareness of productivity targets so as to meet/exceed these targets.
- Handle correspondence from customers and companies in assigned portfolio in order to ensure optimum level of customer service is maintained.
- Escalate issues as and when they arise to ensure effective management of accounts.
HertzCustomer Service Executive
Jan. 2014 - Dec. 2021Dublin, Grafschaft Dublin, IrlandSole responsibility Germany Social Media contacts
Handling customer queries received through ‘Conversocial’ for customer service Social Media (Facebook, Twitter) on an agreed response time of 30 minutes via SLA (Service Level Agreements). This involves rejecting or refunding customers up to the full amount of rental value on own initiative due to given authority by the senior management of Hertz Corporation
Handling executive files to support and back up the executive agent in charge for Germany and Switzerland (High Profile escalations). Working on special tasks assigned by senior management.
Handling queries received from various tour operators, including RentalCars, DERTOUR, TUI, Kuoni, Sunny Cars in a set turnaround time of 48 hours via SLA (Service Level Agreements).
HertzSales Executive DACH
Jan. 2013 - Jan. 2014Dublin, Grafschaft Dublin, IrlandResponsible for helping build up a business by identifying new business prospects and selling product to them. - receive incoming calls from the market, whilst converting the maximum number of these calls and enquiries into sales
- sell Hertz products and services where appropriate to ensure that more and more customers are aware of and involved in Hertz loyalty programmes
- achieve performance targets (sales, call-handling and quality) as set out by the Market Manager and Team Leaders
- contribute to the achievement of team targets by active participation in team briefs and 1-2-1 meetings
- communicate to Team Leaders all relevant customer feedback to facilitate on-going improvements in our service and prices and the continuous improvement of the Contact Centre
- track all reservations on-request and provide the customer with a timely and efficient response
- working as part of a team and be able to stimulate and motivate others while being aware of and responsive to their needs and concerns
- assist other markets by handling cross-market calls, ensuring that as many calls as possible are handled and converted into sales
- dealing with customer complaints in a professional manner to reinforce a positive image of Hertz
- tutoring new Reservation sales agents to assist in the on-the-job training of new team members
- ad-hoc tasks as assigned by the Team Leader.
Dirk Rossmann GmbHEinzelhandel
Jan. 2010 - Jan. 2013München und Umgebung, Deutschlandsecond store manager
sell toiletries at counter
advise and help customer with different products
corrdinate the staff during the day
Tengelmann HoldingEinzelhandel
Jan. 2008 - Jan. 2010München und Umgebung, Deutschlandselling fresh food at counter
advise and help customers
coordinate different departments in the store
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