Svenia Jansen
Las Vegas,NV
Summary
Empathetic and customer-oriented leader with more than five years of experience. Skilled in developing and implementing service strategies that promote customer well-being and satisfaction. Strong leadership qualities with a deep understanding of automation, committed to supporting healthy work environments and improving customer experiences.
Alongside my customer service experience, I have valuable insights from working in the hospitality industry. This has given me excellent skills in handling order systems and managing clients needs efficiently, even in high pressure situations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Client Services Manager
Laura Seiler Life Coaching GmbH
03.2023 - Current
- Held regular one-on-one meetings with employees to review performance and priorities by providing feedback to improve efficiency.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Respond promptly to any escalated client or operation issue.
- Lead a customer service team of seventeen with established clear communication channels between customers and staff.
- Assisted senior management in the development of client service strategies, policies, and procedures.
- Budget planning, inventory and order management .
- Process optimization for better customer oriented communication between the product, tech and marketing department.
- Collaborated with other departments to resolve complex customer issues.
- Trained new staff members on customer service processes and procedures to ensure department goals are met.
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Performed data analysis to identify areas of improvement in client services operations.
International Customer Service Manager
Purelei GmbH
09.2021 - 03.2023
- Monitor daily operations and report to senior management.
- Assisted with resolving escalated issues from customers located in various parts of the world.
- Developed and implemented customer service policies, standards and procedures to ensure a high level of customer satisfaction.
- Created and managed budgets.
- Analyzed business performance data and forecasted business results for senior management.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Skills
- Business services support
- Client Relationships/Hospitality
- Performance Tracking and Evaluation
- Excellent Verbal and Written Communication
- Strong Leadership
- Team Development
- Project Management
- Schedule Management
- Human Resources Management
- Budget Management
- Managing Operations and Efficiency
- Teamwork and Collaboration
- Microsoft Office, Shopify, Google Suite, Notion, Kajibi, Asana
- Zenloop (NPS, eNPS)
Certification
- Certified Life Coach 2023
- Radical Candor 2022
- Certified Leadership Coach 2021
Languages
English
Full Professional
German
Native/ Bilingual
Timeline
Client Services Manager
Laura Seiler Life Coaching GmbH
03.2023 - Current
International Customer Service Manager
Purelei GmbH
09.2021 - 03.2023
- Certified Life Coach 2023
- Radical Candor 2022
- Certified Leadership Coach 2021