Customer Service Manager

11/2023 – 11/2024

Skilled in case management, prioritization, knowledge base creation, client communication, and team collaboration. Managed cases within Dynamics 365 CRM to meet SLAs, categorized and delegated issues based on urgency, and maintained knowledge articles for streamlined support. Communicated updates to clients, enhancing transparency and satisfaction, and worked closely with technical teams to resolve complex issues, ensuring visibility and continuity in CRM.

Leiter Kundendienst, Microsoft Dynamics Crm

2/2021 – 12/2022

Experienced in content moderation, process optimization, training, and issue analysis. Moderated in-game chats and forums to uphold community guidelines, improved support processes for chat and email, and led training sessions on gaming-related customer service strategies. Analyzed tickets to identify and address recurring issues with team collaboration.

Kundendienst (Sonstige), Kundendienstberater, Moderator