Eileen T. Email & Phone Number

Berlin, Berlin, Germany

Berlin, Germany

As a team member of Customer Success in Serrala, I wear several hats to achieve success with clients.🐱‍🏍Product Adoption Champion (Increased Client Automation by 20-35%)•Boosted Client Productivity: Delivered personalized coaching and targeted content (sourced & co-created) that resulted in a 20-35% increase in client automation, significantly boosting productivity.•Hands-on Client Success: Empowered clients to maximize value from Serrala's AutoBank solution through dedicated, hands-on guidance.•Data-Driven Strategies: Leveraged data analysis to identify client needs and tailor adoption strategies for optimal results.✍🏽Product Strategy Contributor•Content Creation Expert: Contributed to internal content by analyzing data to ensure materials effectively support product understanding and drive adoption.• Streamlined Client Onboarding: Collaborated with internal teams to develop strategic client onboarding journeys, improving the client experience.•Agile Champion: Embraced a feedback-driven approach.📢Trusted Product Consultant•Full Client Lifecycle Support: Provided comprehensive support throughout the entire client journey, from initial onboarding to achieving desired goals.•Strong Client Relationships: Focused on building strong, trusting relationships with clients, and delivering a cohesive user experience.•Value-Driven Initiative: Demonstrated initiative and a commitment to client success, consistently aiming for valuable outcomes.🎯Product ROI Champion•Data-Driven Features: Championed a data-driven approach to product feature development, ensuring features align with client needs and deliver tangible ROI.•Knowledge Transfer: Onboarded new colleagues on product features, accelerating their learning curve.🧢Technical Skills:•Data Analysis: Power BI (self-taught), Microsoft Power Platform (self-taught soon to be certified)•User Experience (UX): Figma (self-taught)•Product Documentation: Confluence•SAP: FICO module knowledgeable

Berlin Area, Germany

I started as an officer in accounts receivable and now I have professionally developed as an accountant within my team. My daily tasks involve the following:*processing incoming payments in SAP;*looking into our IFRS9 report;*collaborating with different stakeholders;*answering any inquiries from different individuals:*monitoring our disputes, workload, projectsIn addition, I have been involved in looking at qualitative testing and optimisation of processes mainly automatizing received payments. In such, this means looking at existing processes and if they can be automised for example or redesigned. Thus, I have a hands on approach when it comes to the daily operations.Lastly, as a personal philosophy, I also try to incomporate mindfulness techniques to be at my peak performance. I try to learn something new from my colleagues or on my own. I like the idea that you are continuously learning and we are in an infinite game.

Consultant:Managed the flow of the day on the floor accordingly i.e coaching session, doing administrative work, resolving complaints from clients, calling back clients to inform them about their inquiry, reading the reports on Registered Disability Savings Plan (RDSP) and opening cases in our internal database to communicate to the team what is going on with the account as well as calling the government to get more information for their RDSP (Registered Disability Savings Plan)Handled escalation from clients who were not satisfied about the service that we provided.Coached newly hires in the day to day activities of the department. Conducted interviews for new hires.Investment Specialist:Contributed to the profitability of the WMCC (Wealth Management Contact Centre) by ensuring financial goals are achieved on a yearly basis. It has been a steady increase of 10%. Assisted clients in a professional, prompt, efficient and friendly manner with focus on First Call Resolution in their investment purchases such as GICs, RRSP contributions, RDSP contributions, MF purchases in order for them to achieve their investment goals. Maintained knowledge of products and services offered through the CCC by reviewing reference material and actively participate in learning and development.Demonstrated willingness to transfer the call coaching outcomes into the customer’s interactionsProcessed customer requests (inquiries, transactions, case work) in a timely and efficient manner and process monetary transactions within authorized limits.Worked as a team player when a call needs to be transfer or helping out my colleagues when they have inquiries that they haven’t seen yet.Made on a regular basis research and interpret the current economic condition such as what is rate of return on our funds, distributions if there is any or historical data on our funds.

• Employed organization skills in coding and entering invoices using SAP• Responsible in entering in an organized and fast manner expenses and commissions for agents in SAP• Multitasked and prioritized administrative duties such as filing, sending out faxes and answering inquiries by the team• Assist the department manager in her daily duties; such as doing general accounting entries, clearing accounts (customers and vendors ) in SAP• Collected data thorough SAP; prepared summary reports in MS Excel and presented them to the departmental manager

B.Comm, Finance, General Management

Studied Management with a major in Finance

Master’S Degree, Social Entrepreneurship And Management

Activities and Societies: I was part of the founding figure of a student initiative known as ConAct where we seek to promote social.