Customer Service Chat Support

Khamini Kordes-Dittrich

224-***-**** *************@*****.***

Objective: Detail-oriented and internationally experienced professional with a strong background in account management, customer service, and operations across leading global companies including Clover Imaging Group, PayPal, and Apple. Proven ability to manage key accounts, streamline processes, and enhance customer satisfaction through strategic support and cross-functional collaboration. Seeking to leverage over a decade of experience in client-focused roles and a solid academic foundation in European studies and languages to contribute to a dynamic, growth-oriented organization.

Client-focused professional with 10+ years of experience in account management, customer service, and operations across global companies including Clover Imaging Group, PayPal, and Apple. Skilled in process improvement, cross-functional collaboration, and customer satisfaction. Seeking to contribute strong relationship management and problem-solving skills to a dynamic, growth-oriented organization.

Skills: Research, Microsoft Office & Outlook, Navision, KANA, Olark, Comm100, German (native), English (fluent), French (intermediate)

WORK EXPERIENCE

Passport and Visa administrator

November 2018 to present

Consulate of the Federal Republic of Germany in Chicago

Legal and Consular section

●passport and Visa applications intake and processing

●answering email and phone queries

●follow-up with applicants

●communicating with German authorities regarding civil status documents

Key Account Manager April 2018 – present

Clover Imaging Group, Hoffman Estates, Illinois

●Supported dealer growth initiatives in the Imaging Products & Services category through strategic relationship management and targeted business support.

●Managed order processing and invoicing for key accounts, ensuring accuracy and timely execution.

●Coordinated with logistics teams to facilitate on-time and efficient delivery of products.

●Analyzed account operations and procedures to identify opportunities for efficiency improvements and cost savings.

●Led and contributed to special projects aimed at enhancing customer processes and experience.

●Provided responsive and knowledgeable chat support to address customer inquiries and resolve issues effectively.

Account Services Representative Oct. 2016 – April 2018

Clover Imaging Group, Hoffman Estates, Illinois

●Processed orders for ink, toner cartridges, and replacement parts with accuracy and attention to detail.

●Delivered prompt and professional chat support to address customer inquiries and provide product assistance.

●Followed up on customer queries related to stock availability, item searches, backorders, shipping status, returns, credits, and invoicing.

●Collaborated with internal teams to ensure timely resolution of customer issues and maintain high satisfaction levels.

Business Services Agent April 2014 - November 2015

PayPal Inc., Dublin, Ireland

●Provided dedicated support to online merchants integrating PayPal as a payment method within their e-commerce platforms.

●Acted as a liaison in buyer-seller disputes, facilitating fair and timely resolution of issues.

●Diagnosed and resolved technical issues related to payments and merchant PayPal accounts.

●Managed inquiries related to chargebacks, collaborating with internal teams including Brand Risk Management, Merchant Risk Operations, Chargebacks, and Collections to ensure efficient resolution.

German Aftersales Customer Care Representative B2C June 2011-March 2012 Apple Inc., Cork, Ireland

●Responded to customer inquiries regarding Apple Online Store purchases, including payment options, refund status, and delivery tracking.

●Initiated investigations for lost deliveries by coordinating with carriers, sales representatives (consumer and business), and technical support teams.

●Processed product return, replacement, and refund requests, ensuring compliance with policy and customer satisfaction.

●Monitored Return Merchandise Authorization (RMA) processes, including collection and final delivery to ensure timely resolution.

Customer Support Agent November 2010-June 2011

Sykes Ltd.

●Supported employees from global corporations (e.g., Unilever, SAP, Nestlé) in managing their Employee Share Purchase Plans through UBS as their designated depository.

●Provided expert assistance on UBS Corporate Employee Financial Services (CEFS), guiding clients through plan management, transactions, and account inquiries.

●Facilitated activation of online banking accounts and resolved security-related issues to ensure seamless access and account integrity.

EDUCATION

Rheinische Friedrich-Wilhelms-University, Bonn, Germany Oct. 2012 – Sept. 2013

Degree: Master of European Studies GPA: 10.3 /15 (excellent)

Honors/Skills: Economics, Law, and Political Science degree; Intercultural Training Certification

Loyola College, Chennai, India July 2007 – April 2010

Degree: Bachelor of Arts in French Language and Literature GPA: 88/100

Honors/Skills: Community Service in Shanti Nagar, Chennai; Gold Medal for Scholastic Excellence (2x); Teaching English as a Foreign Language Certificate (TEFL) from i-to-i TEFL; Diplôme d’Etudes en Langue Française (DELF B2 French)

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