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Customer Service Representative
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Olivia Thompson
Customer Service Representative · E-commerce DACH
Berlin · olivia.thompson@email.com · +49 30 55443322
Profile
Customer service representative with 5 years of experience in e-commerce. Handles up to 90 tickets per day in Zendesk. Trained in de-escalation and multilingual customer communication (EN/DE/FR).
Skills
Zendesk· 4JSalesforce Service Cloud· 2JDe-escalation & complaintsLive chat & email handlingReturns processing1st-level technical supportMultilingual service (EN/DE/FR)
Languages
English · C2 (native)
Français · C1
Deutsch · C1
Experience
Senior Customer Support Agent
03/2022 – present
About You SE
- Handles average 88 tickets per day with CSAT 4.7/5 (team average: 4.3).
- Specialized in escalated complaints; first-contact resolution rate 78%.
- Onboarded and coached 5 new agents since 2023.
Customer Service Agent
08/2020 – 02/2022
Zalando Service GmbH
- Multichannel support (email, chat, phone) for the DACH market.
Education
Secondary school diploma (A-levels) · International School Berlin · 08/2014 – 06/2020
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