Customer Service Management
Resume:
Martin Gerloff
Personal Details
Address: Tennyson Street 24a Date of Birth: 13/03/1984
Elwood st. Kilda
VIC 3182
Telephone: 040******* Email: acb5sw@r.postjobfree.com
Nationality: German Languages: German (native), English
Technical Skills
Hardware: Windows PC and Laptops
Apple Computers, iPhone, iPad, iPod, MacBook
set of routers and modems
supply of printers, scanners, hard drives
Windows 95 indows 8
Software: W
Mac OS X 10.4 Tiger ac OS X 10.7 Lion
M
SAP Systems, Ticket troubleshooting ( Cherwell, Remedy)
Microsoft Software:Outlook, Office, Excel, Word
Remotesoftware: Logmein, Teamviewer, ConsoleOne (Novell)
Smartphone: iPhone, Android, Windows phone
Sozial networks: Facebook, MySpace, Youtube, Google+, Twitter, Tumblr
Messenger: Twitter, Skype, MSN, ICQ, Meebo, Teamspeak
General: set of internet connection on all operating systems
configure all popular mail programs
analysis of sources of error and fix
Initial configuration of wireless routers
installation of USB flash drives and PCMCIA cards
troubleshooting WiFi connections
commission of on e technician
sit
telephone support for field technicians
hardware support, software support
support the operating systems Mac / Windows / Linux
support for telephone systems
processing of trouble tickets
account administration
support of cloud systems such as microsoft BPOS, Google Apps,
Vodafone OfficeNet
activation, binding of mobile devices in cloud systems
user administration in cloud systems
migration support
diagnostics and troubleshooting server e mail sendings
sid
configuration of collaboration lutions such as microsoft sharepoint,
so
google docs and sites
configuration and administration of internet domains
configuration support client software
support of enterprises blackberry server
configuration pport mobile operating systems (Android, iOS, BlackBerry,
su
Windows Phone 7
Additional skills and competencies
A conscientious, enthusiastic and highly motivated person who is reliable,
responsible and hard working. Possessing excellent communication and
interpersonal skills and the proven ability to achieve targets and results.
Flexible within the working environment and able to adapt quickly and
positively to challenging situations whilst remaining calm, focused and
positive.
Calm and determined under pressure.
Effective problem solver.
Tactful and patient communicator.
Customer focused.
Success motivated.
Health and Safety awareness.
Excellent customer service skills
Team player
Flexible to change
Motivated and hardworking
certified call center agent basic and professional
IHK certified call center agent
completed vocational training as an electrician
IT Work Experience
Apr 2012 ul 2013, INFO CS GmbH (Otto Group) Hamburg Germany
J
Position: IT Technical Consultant
INFO CS is a German IT service provider and a network operator and provider of internet and
telecommunications products. The company offers business customers telephone, broadband,
virtual private networks (VPN), IT services, leased lines and value added services,
such as call center functionality. Moreover, QSC offers Internet service providers and
other resellers broadband data solutions for resale.
In my time at INFO CS i worked for the Otto Group Company. The Otto Group, headquartered in
Hamburg, is a worldwide erating retail and services group with approximately 53,800
op
employees. My team, included eight agents and one teamleader supported all employes at the
main office in Hamburg, 6,000 total employees as well as all other locations of Otto and their
daughter company in Germany.
Duties: Account management, time management, process management.
Otto uses a variety of programs on a daily basis, including Kubis Otto’s bespoke system that
handles all orders, also SAP, sharepoint and office. All aspects of hardware and software were
overseen by my team. Everyday over 250 calls and 150 emails are processed via a
troubleshooting system called Cherwell.
Apr 2007 eb 2012, D&S Europe, Hamburg Germany
F
Position: IT Technical Consultant
D&S well known for their Innovation, excellent customer service, flexibility and quality of service
make them a leader in the industry. D&S provides the interface between companies and their
private and business customers, I worked within the consultancy team for Vodafone.
Duties: To provide second and third level support for vodafone retail and business customers.
The support provided included, conduction defects, support for the hardware devices (router),
printers, scanners, monitors, software, firewall, Windows 95 8, etc.Troubleshooting was
also conducted via a remedy system.
Duties also included all access of account administration.
Other Work Experience
Aug 2005 ct 2007, Hospitality, Hamburg Airport Hamburg, Germany
O
Position: Waiter/Bartender
Duties: Working behind the bar and in the restaurant service area, rostering, and stock
management.This role developed my customer service skills.
Nov 2004 un 2005, Randstadt Zeitarbeit, Hamburg Germany
J
Position: Electrician
Duties: Installation of electrics for both private and corporate clients, both domestically and
commercially.
May 2004 ct 2004, Ihlemann Zeitarbeit, Germany
O
Position: Electrician
Duties: Installation of electrics for both private and corporate clients, both domestically and
commercially.
Aug 2000 Apr 2004, Pey & Christiansen Electrician. Germany
Position: Electrician
Training to become an electrician, over 4 years with practical and school part.
Duties: Installation of electrics for both private and corporate clients, both domestically and
commercially.
Hobbies
Computers, music, cinema, socialising with friends
References
INFO CS
Rico Pfitzer
rico.pfitzer@info .de (rico.pfitzer @ qsc.de)
cs
Tel: +494***********
Mobile: +491**********
Teamleader Otto Group
Knut Jakob
knut.jakob@info .de (knut.jakob @ qsc.de)
cs
Tel: +494*********
Mobile: +491*********
D&S Europe
Aggi Pötzsch
a.poetzsch@ds .de
cc
Tel.: +494*********
Contact this candidate