Heike Grätz Email & Phone Number

Bavaria, Germany

München Und Umgebung, Deutschland

Munich

Zürich Und Umgebung, Schweiz

Key Account Coordinator (4/2015 - 3/2016)Customer Service Representative (12/2014- 3/2015)In this leadership role, I spearheaded client relationship management, both domestically and abroad, to ensure client service delivery and satisfaction. I was the lead employee for communication with clients regarding all customer inquiries, proposals, sales, learning and development projects, customer service, and ongoing support and retention. As a consultant and problem solver with success in creating solutions for all client learning goals, I also conducted multilingual needs assessments to determine course logistics, scheduling, and any additional concerns. I drove research and analysis to design effective promotional and marketing materials and events, such as trade shows and presentations, that propelled profitability and revenue generation with existing and potential clients. I facilitated human resource training and onboarding for new employees, and regularly communicated, networked, and collaborated across different departments and management levels, including senior staff, to assist in effective business decision making. I always collaborated with the sales team to achieve contract completion and invoicing for all of my personal company clients.

Zürich Area, Switzerland

In this high-impact role, I developed creative content, and managed marketing projects and logistics for a newspaper and collaborated with journalists, layout designers, advertising clients, and any additional stakeholders to brainstorm concept ideas and implementation plans. I effectively created and maintained business relationships with vendors, and both potential and existing clients, and also consulted with clients and stakeholders to develop individualized and customized solutions to meet any and all needs. I made it a priority to deliver excellent service and timely completion of documents and orders to ensure client satisfaction. I also independently built and maintained a customer/client database with a customer relationship management (CRM) system that allowed for project financing through telephone advertising sales, and was awarded second place in a sales competition for my project management expertise.

Zürich Area, Switzerland

As a Language Instructor, I educated private and corporate clients in all areas of the German language, including speaking, writing, reading and listening comprehension. I significantly improved adult learning and critical thinking through strategically designed curriculum and lessons using both traditional and non-traditional teaching methods, reviewed and provided comprehensive and timely feedback for all class assignments, and utilized online resources to connect with students and improve peer discussions. As a culmination of learning, I adapted learning materials and completed assignments into a program portfolio project.

Bamberg Area, Germany

In my role as a Visiting Lecturer, I taught a seminar on American Literature and Culture in the 1920’s that was for students whose first language was not English. I built rapport with students by being accessible, creating open lines of communication, providing consistent positive feedback, and by making the most of resources that were individualized to fit each student’s learning needs. This position allowed me to deepen my experience in providing clear objectives, lessons, and management techniques, both inside and outside of the learning environment.

Morgantown, West Virginia

As a Teaching Associate, I advanced the knowledge of undergraduate students in the areas of speaking, listening, reading, and writing the German language through a communicative teaching approach.

Berlin & Bamberg, Germany

During these internship, I organised and conducted castings and topic research, collected vox pops, assisted during TV shootings, and cut audio materials that were aired on regional radio.These experiences enabled me to develop teamwork skills, independence, organisational skills and the ability to work to tight deadlines.

Master Of Arts (M.A.), Tesol (Teaching English As A Second Language), Linguistics

Activities and Societies: West Virginia University German Club

Magister Artium (M. A.), English, Business Administration, Communication

Activities and Societies: HC Bamberg, AEGEE Bamberg (Association des Etats Généraux des Etudiants de l'Europe )

Certificate, Product Management

Certificate Digital Product Development And Management