Marcel Schmude

Experience

• 

  Fremdspracheninstitut Augsburg

  Sept 2007 - Jun 2010

  Bilingual Correspondent

  Studying business correspondence and translating for the communication between German, English and French companies. Focus on business and economics.

• 

  Weltbild Verlag Gmbh

  Nov 2010 - Oct 2012

  Warehouse Worker
• 

  Denqbar GmbH

  Nov 2012 - Jun 2015

  Bilingual Correspondent

  - Customer interactions via phone, email and chat in German and English. - Organising customer service and handling business correspondence. - Assisting with content for blogs and advertising material.

• 

  IHK

  Apr 2013 - Sept 2013

  Weiterbildung

  Weiterbildung Bürofachkraft

• 

  Teleperformance

  Jun 2015 - Sept 2022

  - Monitored and evaluated consultations of Google Ads specialists with Google Ads clients. - Coaching and training provided to Google Ads specialists.- Stakeholder communication, process improvement and development. - Monitored and evaluated interactions of agents with clients. - Coaching and training provided customer service representatives.- Stakeholder communication, process improvement and development.- Root cause analysis, D-Sat analysis & reporting to stakeholders. - Customer interactions via phone, email and chat in German and English. - Handling of complaints and escalations, back office tasks. - Assisting with bookings, rescheduling of flights and issuing refunds.

  • Quality Assurance Analyst for Google Ads Sales

    Mar 2021 - Sept 2022

  • Customer Service Quality Analyst

    Oct 2019 - Mar 2021

  • Customer Care Representative Travel Industry

    Jun 2015 - Oct 2019
• 

  Cognizant

  Sept 2022 - now

  Digital Marketing Specialist

  Quality Analyst - Google Ads Specialist