T1 & T2 support in Billing, Tech and Game/Ingame Troubleshooting for the MMORPG Star Wars: The Old Republic. Xlabs Advisor Role description: • Handling all customer contacts in relation to A&B, Tech and In-game support by phone, chat, and email• Until the end of September 2017 consultant for T1 advisors – consultants got removed from the products due to internal changes.• Classifying incoming contacts SWTOR & EA Games by issue and identifying possible contact drivers in relation to technical/in-game issues Key achievements: • Knights of turnaround table award April 2016 - Award for customer satisfaction regarding no first contact resolution• Participation in the Ride a long project in WMF and Xlabs• Team coaching under the supervision of the current Coaching lead in EA Galway• Team building in relation to team harmony and inspiration

Accenture Project: Google GTech: Merchant & Promotions, Local Inventory Adds• Customer Care in both listed products beside Google System and promotion implementation• Troubleshooting XML files on fix timeline to ensure live promotions • Quality check on current promotions at Google standard requirements • Onboarding of VIP clients like for example Swarovski for local inventory ads.• Constant product development and process optimizing on responsible products • Constant tool optimization in cooperation with Google developers on existing tools to ensure easy access for a customer base

Accenture Project for: Google Account Recovery and Google Wallet• Phone support for password recovery Google Gmail accounts • Chat and e-mail support Google Wallet non-business customers for play store, YouTube and in-game purchases D-A-CH Region.

• Supervisor and Consultant for 30 – 40 agents for quality insurance beside company processes and guidelines• Side by side training agents in call flow handling and communication • Customer support by phone, mail and chat • Specialized support escalation customers and VIP customers • Tech Support for media/mobile devices and computer first installation

• Secretary and operational tasks like finances, stock demand planning and order • Support workflow and process management • Team Manager, employee scheduling and benefit responsibility • Head of the purchasing department for gaming licenses in association with international wholesales companies and publishers like Ubisoft for example.• Technical Administrator for Magento online-shop software and OTRS Ticket management software. • Coaching for employees for quality and customer satisfaction

freelancer for technical customer support specifically: game installation, activation and ingame/ hardware support (PC)

• Online order and complain handling • Customer consultant in the retail shop • Customer consultant by phone and e-mail• Maintaining Online Shop assets and texts by Magento software• Support of a company based animal welfare with dog training

• T1 & T2 for customer request in the channels phone, chat and e-mail • Side by side training agents in call flow handling and communication• Consultant & Supervisor for 20 – 30 in contact & process handling and customer-focused solutions• Exclusive support VIP customers and phone support for router/network installations

preparation of construction area for colleages ;physical help: caring and installing customer orders

Certificate of Chamber of Industry and Commerce as buisness clerk main focus on customer support, reclamation resolutions and delivery management