Customer Service Technical Support
Resume:
C u r r ic ul u m V i ta e
Personal Information
Name
Horst Biebl
Address Sint Willibrordusstraat 3 - 2, 1074 XH Amsterdam
Phone number 003**********
**********@***.**
Nationality German
Date of Birth 15/02/1980
Education
Date September 2006 – July 2007
Level Heriot-Watt University in Edinburgh (Scotland): Postgraduate Diploma in Translation and
Technology
Date September 2003 – July 2006
Level Academy of Foreign Languages in Munich: Degree as a State Certified Translator for English and
Spanish
Date September 2001 – September 2003
Level Foreign language correspondent School in Passau: Degree as a Foreign Language
Correspondent
Datum September 1993 – September 1998
Level High School Degree in Passau (Germany)
Work experience
Date January 2013 – until now
Job Title Freelance Translator and Proofreader
Check translations and terminology to ensure that they are accurate and remain consistent.
Proofread, edit, and revise
translated material.
Employer Internationale Hochschule Bad Honnef Bonn (IUBH)
Sector Translating
Date September 2012 – December 2012
Job Title Wholesaler Customer Service Assistant
Duties Overall responsibility and focus for this role is to ensure that high service levels are
maintained with customers at
all times. The WCSA ensures that customers are kept updated on all relevant information,
such as deliveries, pro-
duct information, cancellation orders and all other relevant information as and when
required. Maintaining regular,
pro-active contact with the customer. Regular contact with all departments within the
company to ensure the correct
information is communicated to the customer on the same day. Pro-active selling is a
large part of the role in
order to reach repeat targets at the end of every season. Work is being conducted in SAP
R3
Place Amsterdam (Netherlands)
Employer Ecco
Sector Sales/Customer Support
Date October 2011 – August 2012
Job Title IT-Translator and IT-Support
Providing local language interface to German customers. Translating Incidents from
Duties
German to
English and vice versa. Interpreting between non-German speaking colleagues and German
customers. Analyze and resolve customer incidents by means of knowledge databases
and/or
verifying customising entries or hardware parameters. Performing various monitoring tasks
(IPS – Incident Progress Screening). Reporting complex/undocumented errors to next
support
or development level. Provide consulting for customers on how-to-, procedural issues and
queries
Place Galway City (Ireland)
Employer SAP
Sector IT
Date November 2009 – September 2011
Job Title European Channel Editor
Editing and maintaining TV listings information by analyzing program schedules, and
Duties
assessing
network and local program information in databases. Consolidating data content and new
program information in our database, maintaining accurate database information and
providing
timely updating of listings information.
Place Amsterdam (Netherlands)
Employer Tribune Media
Sector Media
Date January – November 2009
Job Title Technical Support Consultant
Technical Support for Customers in the field of Hardware Installation and Technical
Duties
Troubleshooting.
Attention on enquiries concerning software and product updates. Correspondence with
customers via
letter and E-Mail.
Place Amsterdam (Netherlands)
Employer Stream Global Services
Sector Technical Support
Date November 2007 – November 2008
Job Title Dealership consultant
Duties Intermediation between customers and dealerships of Opel Germany. Advisory Service for
customers
on goodwill gestures and disputes with dealerships. Special attention on enquiries like parts
delays
and applications for courtesy cars. Correspondence with customers via letter and E-Mail.
Focus on
customer satisfaction.
Place Newcastle (England)
Employer General Motors
Sector Car Industry
Social skills and competences Very outgoing person who loves contact with people; a team player who also
knows how to work
independently. A quick learner and very adaptable to different situations and
workplaces
Organizational skills Ability to easily integrate within any work group. Used to work in a team and
assume the necessary .
responsibility. Focused on completing the objectives and goals presented
Technical skills Technical troubleshooting and problem solving in high-pressure situations.
Processing of technical
enquiries from different areas (logistics, client infrastructure etc.)
Experience with cloud computing
and in-depth knowledge of latest SAP technology (Business ByDesign).
Experience with product
installation (e.g. External hard-drives.)
Customer skills Extensive experience in interaction with customer. (Customer calls, order
entry, requests and incident
processing on technical and non-technical level). Used to confident and
friendly interactions with
customers in difficult situations. (Complaints or un-fulfillable requests).
Experience in B2B, as well
as B2C.
Computer skills Microsoft Office, Word, Excel, Powerpoint, Lotus Notes, SAP R3, Oracle,
various CRM tools
Language skills German (Native), English (Excellent), Spanish (Intermediate)
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