Saskia Timm

Berufserfahrung von Saskia Timm

• 2 Jahre und 2 Monate, Nov. 2018 - Dez. 2020

  Customer Support Officer

  fromAtoB by Pinion Digital GmbH

  - 1st & 2nd-Level Support via ZenDesk, Mail, Phone and Social Media - Optimization of support and website content, incl. FAQs, Tutorials, etc. - Bug reporting and optimization in close cooperation with the Product and Engineering Team - Monitoring of App-Stores and Webshops - Support of new team members - Assist and represent Team Lead whenever necessary

• 8 Monate, Apr. 2018 - Nov. 2018

  Social Media Manager

  Deutsche Bahn

  - Handling of customer inquiries with high complexity and often explosiveness and public reach on Facebook, Twitter and Instagram as well as E-Mail. - Researching and clarifying issues and liaising with specialist departments if necessary - Disburse or recommend reimbursements and compensations - Quality check of technically correct content, correct spelling and empathetic answers - Monitoring of other social media platforms to identify need for action to prevent escalations

• 6 Jahre und 5 Monate, Nov. 2011 - März 2018

  Community Managerin, 1st Level Support Customer Care

  Telefónica Deutschland Gruppe (ehem. E-Plus Customer Operations)

  - Handling of customer inquiries via Facebook and Twitter of the various brands within the Telefonica / E-Plus Group as well as customer inquiries via chat and e-mail - Factual, polite and deescalating moderation of critical topics - Monitoring of inquiry volume, recommendations and improvements for process optimization - Close cooperation with various departments from accounting to IT - Handling of Reimbursements

• 1 Jahr und 8 Monate, Apr. 2010 - Nov. 2011

  Data Manager

  ICS Data Systems

  - Data acquisition - Creation of statistics - Campaign evaluation and reporting

• 3 Jahre und 2 Monate, Feb. 2007 - März 2010

  Sachbearbeiterin Customer Support

  OneHand Marketing GbR

  - Customer Care via e-mail and phone - Event marketing assistence - Ticketing

• 4 Jahre und 8 Monate, Juli 2002 - Feb. 2007

  Vertriebsassistent, Assistenz der GF

  Schloss Göhrde GmbH

  - Secretariat - Assistance to the CEO - Sales Assistance Im- and Exports - Data maintenance Key Accounts

• 6 Monate, Nov. 2001 - Apr. 2002

  Buchhändlerin

  Dr. Götze Land & Karte

  - Customer Care - Purchase - ERP

• 4 Jahre und 2 Monate, Nov. 1996 - Dez. 2000

  Sales Assistenz, Kundenbetreuung

  Libri GmbH

  - Distribution Assistence - Customer Service / Help Desk (ERP System) - Assistance Purchasing Departement - Telemarketing