Enya Terhorst
Pittsburgh,PA
Summary
Skilled in SAP and customer service, I excelled at CallPoint AG by enhancing client satisfaction through effective communication and problem-solving. Leveraging bilingual proficiency (German C1, English B2/C1), I led teams to surpass goals, securing new business and retaining key clients with my organizational skills and proactive approach.
Overview
7
7
years of professional experience
Work History
Customer Advisor
CallPoint AG
10.2022 - 12.2024
- Answered customer service inquiries via telephone and email to address customer needs and promote optimum outcomes.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of industry trends to better serve clients and address inquiries effectively.
- Effectively trained team members on best practices and protocols.
Customer Care Representative
Fedex Express Swiss Post GmbH
06.2021 - 09.2022
- Managed high call volume with exceptional professionalism and efficiency.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Advisor
Swisscom AG
09.2020 - 11.2020
- Handled complex negotiations with confidence, securing favorable terms for both the organization and its clients.
- Secured new business leads through proactive outreach efforts and effective follow-up strategies.
- Selected correct products based on customer needs, product specifications and applicable regulations.
Customer Advisor
Callpoint AG
11.2018 - 03.2020
- Retained valuable clientele by proactively addressing concerns, identifying potential issues, and offering suitable solutions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Administration Clerk and Project Assistant
Rudolf Keller & Partner Verkehrsingenieure AG
05.2018 - 10.2018
- Scheduled appointments and managed calendars for staff members.
- Managed incoming correspondence, prioritizing items requiring immediate attention from executives or other team members.
- Prepared meeting materials and took clear notes to distribute to stakeholders.
- Coordinated and scheduled meetings and appointments.
- Supported project delivery on time by assisting in development of project timelines and milestones.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Education
Commercial Apprenticeship At Swiss Custom - Federal Administration
Handelsschule KV Basel
Basel, Switzerland07-2017
Skills
- Languages:
- German C1
- English B2/C1 Certified
- French A1
- Computer Skills: MS-Office
- SAP (Systems, Applications, and Products in Data Processing)
- Customer service
- Multitasking
- Organizational skills
- Team collaboration
- Written communication
- Administrative and office support
Timeline
Customer Advisor
CallPoint AG
10.2022 - 12.2024
Customer Care Representative
Fedex Express Swiss Post GmbH
06.2021 - 09.2022
Customer Advisor
Swisscom AG
09.2020 - 11.2020
Customer Advisor
Callpoint AG
11.2018 - 03.2020
Administration Clerk and Project Assistant
Rudolf Keller & Partner Verkehrsingenieure AG
05.2018 - 10.2018
Commercial Apprenticeship At Swiss Custom - Federal Administration
Handelsschule KV Basel
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