Charleen Marhold Email & Phone Number

Sydney, New South Wales, Australia

• Manage and administer the Zendesk platform, Worforce Management System,Knowledge Base, Zapier Integrations, and other applications the Customer Team uses (Activities include user access, ticketing workflows.
• Collaborate with internal teams to gather requirements and implement changes or customisations to Zendesk to meet business needs
• Partner with internal security to ensure operations are secure and compliant
• Configure and maintain integrations with third-party tools and applications, inclusive of webhooks, widgets and dedicated partner support channels
• Utilise data-driven insights to propose improvements in customer experience journeys, support processes, and systems
• Collaborate with cross-functional teams to implement changes and enhancements based on data analysis results

Sydney, New South Wales, Australia

• Collaborate with a cross-functional group across insurance, claims, support and engineering teams to onboard new partners and expand the digital footprint
• Responsible for optimising and improving existing processes focused on customer experience and operational efficiency
• Responsible for operationalising newly designed processes and capabilities
• Owning the end to end resolution, of all claims and support inbounds, ensuring the best experience possible for our Customers
• Providing input and assisting Customer Engineering Team in planning and evaluating strategies, gathering and analysing data, and customer problems
• Day to day key escalation point for demand partner, customer, and internal escalations

Berlin, Germany

• Responsible for the introduction of new insurance products and implementation of new partners from an operational perspective
• Working closely with the insurance and technical product managers, legal team and partners to formulate and document business requirements and recommending optimal business practices
• Identifying, designing & implementing efficient processes for all business operations, especially for the Customer Care Team and our (insurance) products
• Collaborating closely with Customer Care and Sales as well as Marketing team after the launch of new insurance products as an interface function to implement the latest operational insights in an efficient and scalable.
• Process improvement and automation: planning and implementation of new processes as well as clean documentation and subsequent controlling
• Using data to identify the need of new software and add-ons to simplify, automate and further develop existing processes and to integrate new processes (especially Zendesk and Zapier)

Berlin, Germany

• Contributed to and supported the foundational development of the business with a focus on ideation, creation and implementation of the HR, Administration & Finance functions
• Provided administrative and business support in all fields
• Filled all roles within the company, drafted & posted job descriptions, implemented an interview & onboarding process, created contracts, was first contact for expat workers regarding Blue Card Visa process
• Responsible for all accounts payable processes, reimbursements, travel bookings, and travel profiles
• Created & filed corporate records, documents & reports
• Built business relationships with internal and external stakeholders, shareholders and authorities

Berlin, Germany

• Provided administrative and business support to CEO and maintained the calendar; plan and schedule meetings, phone conferences and travel bookings
• Prepared financial statements, reports, presentations, invoice letters and delivery notes
• Designed the process of the customer journey from purchase to receipt of goods and implemented it
• Responsibility for the process of shipping dangerous goods around the world in accordance with ADR and IMDG guidelines for dangerous goods classes UN3171 & UN3480
• Managed all pre-accounting processes and worked closely with external accounting company

Berlin, Germany

• Disciplinary management of the sales support team in the key account area
• Created quotations and contracts for major customers
• Designed lead preparation process in Salesforce for handover to key account managers
• Planned & created KPI dashboard for real-time monitoring

Berlin, Germany

• Worked as a part of the store management team to successfully achieve objectives and results
• Organised and constantly optimised work & goods flows
• Served customers to create an unforgettable customer journey, processing of customer complaints
• Presented goods according to visual merchandising guidelines and latest trends

Berlin, Germany

Leipzig, Germany

Lutherstadt Wittenberg, Germany

Freiburg, Germany

Diploma, Business Administration

Distance learning

Bachelor Of Trade And Commerce (Ihk)

Retail Management Assistant

Scandinavian Studies // Information Science

Abitur

Utilization of the regulation for top athletes (school-time extension).