please have a look and let me know what can be improved

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Profile


A well organised, reliable individual with proven customer service skills; a very good communicator who enjoys working as part of a team and is keen to find a new position.

Work Experience

03/01/11 - present xxx, Poole, United Kingdom
Service provider of wireless services

Technical Support Mentor
•Assessment and benchmarks of agent’s calls and emails
•Conduct regular quality reviews ensuring technical quality standards are met and provide coaching where appropriate
•Answer agent’s queries
•Perform language tests of applicants
•Support and help my team leader assessing applicants in job interviews
•Handle and forward escalations of the agents
•Liaise with care team managers to help resolve business issues
•Raise IT tickets in case of outages or other incidents
•Take over calls when supervisors were requested
•Train agents whenever processes have changed or new devices have been launched
•Share knowledge gained with team through effective knowledge transfer
•Maintain a high standard in personal KPI targets as defined

04/01/10 – 02/01/11 xxx, Poole, United Kingdom
Service provider of wireless services

Technical Support Agent
•Provide customer support via multiple touch points
•Accurately log customer and product information into CRM systems
•Proactively develop skills and knowledge through effective use of systems
•Understanding customer care and apply to all customer touch points
•Share knowledge gained with team through effective knowledge transfer
•Maintain a high standard in personal KPI targets as defined

01/06/09 – 16/10/09 yyy College, Bournemouth, United Kingdom
Language school for foreign students

Marketing Assistant (work experience placement)
•Send out promotional material
•Write visa letters for foreign agents
•Correspond with foreign agents
•Administrative work
•Database administration/maintenance

01/07/06 – 31/10/06 zzz GmbH, Berlin, Germany
Travel agency

Data entry operator
•Accurately enter bookings into CRM systems

Education

08/06 – 07/08 xxx-Schule, Oberstufenzentrum Wirtschaftssprachen,
Berlin, Germany
State-Qualified Foreign Language Correspondence Clerk
08/95 – 07/04 yyy-Oberschule, Berlin, Germany
Abitur (Equivalent to British A-Levels)
08/89 – 06/95 xxx-Grundschule, Berlin, Germany
Basic Education

Language Skills

German Mother Tongue
English Fluent
Spanish Beginner
French Beginner

Other Skills Profile

IT Outstanding general IT skills: Windows, Linux, Mac OS, MS Office 2003/2007/2010, Open Office, HTML

Social Excellent ability to work in a team and very customer focused

Organisational Excellent organisational skills even under pressure

Driving License A1, A, B (Car, Motorcycle, Lorry up to 3.5t)

Interests

Sports, Computer, Internet, Friends, Cooking

REFERENCES

References available upon request.