Monika Gemke Email & Phone Number

Cork, County Cork, Ireland

- Analysing, researching and validating the accuracy of data sets- Ensuring data quality through web-based research using web-based maps, social media sites and official websites- Providing support for small and medium-sized businesses in native and other languages- Identifying and escalating trending issues and analysing their root cause- Ad-hoc translations of standardised business communication from English into German

Irland

- Develop a deep and technical understanding of the platform and customer use cases to be able to successfully advise customers on how to accelerate their business and achieve their goals using ActiveCampaign- Utilize strategic and technical skills to guide a high velocity of customers across multiple industries, company sizes, and levels of sophistication in their use of the ActiveCampaign software using multiple customer-facing channels (phone, chat and email). - Compose thoughtful, personalised responses for a variety of customer requests. Typical enquiries can range from account issues to diagnosing complex software issues, to basic marketing and sales strategy advice- Formulate alternative or unique solutions based on best practices for technical scenarios to help clients achieve their goals and help them to utilise the platform - Proactively identify improvements to the product and customer-facing resources, isolate and reproduce bugs - Own the resolution of customers issues from initial contact to completion by monitoring and responding to user-reported issues as well as infrastructure alerts promptly and professionally. This includes troubleshooting, issue replication and cross-functional team collaboration

Irland

- Communicating directly with clients from multiple markets (EMEA) with the main focus on DACH- Providing phone and email service, as well as resolving technical errors, focusing on product recommendations and helping clients maintain their Indeed customer account- Delivering outstanding customer service and helping clients with technical requests, assisting them with billing, budget recommendations, job optimisation and candidate attraction, as well as the successful employer branding- Cultivate the ability to adapt to the unique clients' needs and continuously display a passionate approach to service- Working closely with all teams across the board of DACH - from Client Optimisation, to Sales, Client Activation and Client Development- Providing shadowing and training sessions for new hires, supporting them via the internal messenger channel and video sessions, sharing in-depth product knowledge and taking the time to explain the proper workflow from start to end

Cork, County Cork, Ireland

- Winner of the AppleCare Excellence Award 2018, 2020 and 2021- Analysing, isolating and resolving a variety of complex technical issues- Providing prompt, reliable and accurate information in a clear, courteous and straightforward manner- Handling escalated questions that usually focus on specific product segments, addressing both hardware and software-related issues - Reporting/escalating issues through the appropriate channels - Proactively identify ways to avoid the recurrence of customer issues by regularly providing feedback on processes, reviewing technical articles, and recommending changes - Mentoring/coaching of new hires and existing staff members- Presentation of business-critical topics

Cork, County Cork, Ireland

- Answering questions about travel, flights, hotels, vacation packages, cruises and local entertainment as requested - Dealing with phone queries and emails promptly and efficiently and in accordance with company procedures - Processing all incoming phone calls from customers and managing all requests, changes and cancellations - Utilising sales techniques to maximise revenue - Dealing with warm transfers or escalations from other agents, taking ownership of the problem from start to finish - Administering call-backs to members if the problem cannot be solved on the initial call - Clearly and concisely logging and tracking details of issues arising, ensuring reporting of reoccurring queries in order to minimise repeat callers - Translations from English into German and vice versa - Dealing with social media

Hamburg, Germany

- Redesign and extension of the intranet presence across the group after the merger with QSC AG - Execution of suitable communication activities, content creation and migration, training of all intranet editors in CoreMedia CMS - Continuous improvement of the intranet - Creation of a resource management process for a customer - Active change management to support the successful implementation of the process within the customer’s organisation

Hamburg, Germany

- Definition of an organisational change management procedure model for a long-term software migration project - Preparation and adjustment of the requirements in the organisation to secure the success of the project - Planning and coordination of training of more than 400 people in HP Service Manager 7 and standardised IT service management processes according to ITIL - Development of a communications plan for different target groups and realisation/support of the communication activities - Analysis and optimisation of existing IT service management processes- Creation of technical documentation like user manuals and video tutorials - Responsible for the intranet including content creation, training and mentoring of more than 30 editors - Continuous improvement of the intranet in adherence to web 2.0 technologies - Improvement of the company-wide knowledge management using supporting software like CoreMedia CMS, Wikis, HP Service Manager 7 knowledge base Definition of guidelines and creation of business concepts - Establishment of a company-wide idea management including support of the whole idea management lifecycle (management of the process, creation of decision documents, first assessment of ideas, implementation of ideas, knowledge management and marketing for the idea management, reporting to executive board) - Supervision of trainees

Hamburg, Germany

- Implementation of the marketing and communication strategy- Building a strong relationship with the sales department- Sales support by the conception and realisation of events, creation of presentations for specifictopics or products/services- Creation of information materials and brochures in adherence to corporate design guidelines- Direct marketing activities like email and print mailings- Creation of a quarterly newsletter- Use of the CRM Software “Salesforce” for newsletter and direct mailings- Conception, realisation and development of the corporate website and intranet- Establishment of an intranet editors' community- Training of all editors in CoreMedia CMS- Controlling of external service providers- Supervision of trainees

Hamburg, Germany

Human resources planning, personnel recruitment, development, performance appraisal, personnel support

Hamburg, Germany

- Acquisition of new customers via phone (cold calling)- Interviewing and testing job seekers- Matching candidates to jobs to build a pool of potential applicants • Screening and shortlisting candidates for employers to interview- Payroll accounting- Relaunch of the corporate website- Selection of a suitable content management system- Conception, design and maintenance of the new website- Training of staff members in Typo 3

Hamburg, Germany

- Responsible for special public relation activities with strong focus on innovation awards (as a result the company won the A.T. Kearney Best Innovator Award in 2004)- Realisation of direct marketing activities- Maintenance and development of website and intranet- Organisation and preparation of exhibitions and events- Maintenance of promotional stock- Proofreading and adaptation of texts

Hamburg, Germany

- Communication via phone in all aspects of the credit card business in German and English - Handling of all customer service aspects - Answering inquiries regarding balances, credit line increases, applications for credit cards - Troubleshooting and resolving customer problems and concerns like lost or stolen cards, case of fraud - Execution of banking transactions - Cross-selling activities - Data management according to the company guidelines and in a timely manner - Standardised correspondence via email and mail with the customer and third parties - Administrative tasks - Training of new employees

Hamburg, Germany

- Acceptance of classified ads via phone for nationwide newspapers - Advisory service regarding content and wording - Technical support

Diploma, Dog/Pet/Animal Grooming

Certificate, Dog Psychology, Behaviour And Training

Diploma, Foreign Trade And International Management, Merit

State-Approved Assistant For Foreign Language Correspondence, Foreign Language Correspondence, Distinction