Customer Service Sales

ANJA HOLTHOFF

**** ****** ***, *******, ** ***** C: 470-***-**** **************@*****.*** www.linkedin.com/in/anja-holthoff SUMMARY OF QUALIFICATIONS

Customer Service Enthusiast / Sales Representative Over 10 years of experience providing customer service excellence working independently in fast-paced, highly demanding environments. Consistently exceeding company metrics and maintaining customer satisfaction ratings of 95% or higher.

Time Management: Manage multiple projects concurrently with the ability to make quick business decisions. Exceptional research, writing, and analytical skills. Communication: Expert communicator able to simplify complex issues, cultivate key relationships, and build cohesion across all levels. Outstanding oral/written and telephone presence. Leadership: Proficient at setting and achieving high standards of quality and building structured, productive teams.

Languages: Bilingual English / German with international and national work experience. TECHNICAL SKILLS

Salesforce, Social Media, MS Office, ACT!, Adobe Acrobat, Adobe Photoshop, Mac OS, QuickBooks, SiftScience, Google Products, GoToMeeting, Zoom, join.me WORK EXPERIENCE

09/2014 to 09/2017 Multilingual Customer Experience Agent Hotel Tonight - Remote

Customer Support:

Deliver top-notch customer care via high-volume telephone, email and chat support channels in English and German which result in retaining and generating new customers.

Train new phone agents. Cross-trained and provide back-up for other customer service representatives when needed.

Handling VIP guests to assure seamless booking and hotel experiences. Hotel Support:

On-board and train new hotel partners, troubleshoot inventory platform errors and resolve billing issues. Ensure contractual obligations are respected by hotel partners to prevent losses for the company.

Trust & Safety / Loss Prevention:

Aid fraud department in quickly and accurately identifying unusual and suspicious customer activity using tools like SiftScience. 01/2012 to 02/2013 Independent Sales / Customer Service Agent LiveOps - Online - Remote

Customer Service:

Empathetic listening skills resulted in high number of up-sales. Sales:

Due to high sales revenue, assigned to several dedicated lines. Winner of multiple sales contests.

03/2011 to 01/2012 Teleprospector

Hospitality Softnet - Remote

Business Development:

Cold called companies in German speaking countries providing sales leads by assessing long- and short-term hotel needs.

08/2000 to 02/2011 Office Manager /Administrative Assistant / Customer Service Representative Midschmidt.com - Berlin, Germany, Atlanta, GA

Business Development:

Part of team to grow start-up computer programming and database company from $0 to $360K in the first year.

Management:

Recruited, hired, trained and managed 8 staff members. Billing:

Managed accounts payable (A/P) and accounts receivable (A/R) as the only bookkeeper for the company.

Administrative Responsibilities:

Drafted meeting agendas, supplied advanced materials and executed follow-up for meetings and team conferences.Performed all administrative and personal assistant duties.

Customer Service:

Created new processes and systems for increasing customer service satisfaction. Generate leads for new sales through telephone and email contact with customers.

EDUCATIONAL BACKGROUND

Sociology

APU - Online Academy

Currently enrolled

Ultrasound Technology

New Horizons Medical Institute - Norcross, GA

Sociology

Los Angeles Valley College - Van Nuys, CA

GPA 3.96/4.0

Dean's List

Sociology Scholarship Recipient

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