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Anica Echter

@anicaechter

Customer operations specialist in international support, resolving payment disputes and improving customer processes.

At KnowHowDo, I managed more than 100 daily customer inquiries in English and Spanish, handled payment disputes and fraud investigations with finance, and supported customers across social media channels.

At Mindvalley, I supported students with online courses, payments, and events, and worked with finance on refunds and billing inquiries.

At Amway, I led a seven-person accounts receivable team, managed collections and escalations, and created KPIs and quality assurance processes. Earlier at Hewlett Packard, I supervised an international team and contributed to a global project to standardize processes across regions.

I bring experience in customer support, accounts receivable, dispute resolution, and process improvement. I’m based in Germany, legally authorized to work there without visa sponsorship, and currently studying German at B2 level.

Experience

Work history, roles, and key accomplishments

Customer Support Specialist

KnowHowDo

Mar 2020 - Dec 2023 (3 years 9 months)

Managed 100+ daily customer inquiries via email and social media in English and Spanish. Handled payment disputes and fraud investigations, improved customer satisfaction, and managed social media channels.

Customer Service Social Media Management Dispute Resolution Fraud Investigation Content Creation Community Engagement Trustpilot Groupon LivingSocial Facebook Instagram YouTube

Customer Support Specialist

Mindvalley

Nov 2017 - Sep 2019 (1 year 10 months)

Managed 100+ daily student inquiries via email in English and Spanish. Provided guidance on online courses, payments, and events, and handled refunds and billing inquiries.

Customer Service Email Support Bilingual English Spanish Online Education Billing Refunds

Customer Operations Specialist

National Instruments

Aug 2015 - Feb 2016 (6 months)

Managed purchase orders, returns, and customer claims. Prepared customer quotations and supported sales processes, coordinating with internal teams to resolve issues.

Order Management Customer Claims Quotations Sales Support Coordination

Accounts Receivable Coordinator

Hamburg Süd

Apr 2014 - Aug 2015 (1 year 4 months)

Coordinated accounts receivable in a team of five, managing disputed charges, invoice claims, escalations, and special accounts. Negotiated payment plans and reduced overdue balances.

Accounts Receivable Dispute Resolution Negotiation Credit Management Payment Plans Escalation Management

Accounts Receivable Team Lead

Amway

Jul 2010 - Jan 2014 (3 years 6 months)

Led a team of seven employees, managing operations and process improvement projects. Created KPIs, reviewed team performance, managed escalations, and coordinated with legal on complex cases.

Team Leadership KPI Reporting Process Improvement Escalation Management Collections Credit Management Fraud Reporting QA Ad Hoc Reporting

Jr Project Manager

Hewlett Packard

Sep 2009 - Jun 2010 (9 months)

Led a global project to integrate and standardize processes across the Americas, EMEA, and APJ. Served as point of contact, documented processes, and coordinated trainings and test cases.

Project Management Process Standardization Documentation Training Coordination Global Operations

Supervisor

Hewlett Packard

Jan 2006 - Jun 2010 (4 years 5 months)

Led an international team of 22 employees supporting over 25,000 partners across the Americas. Defined KPIs, SOPs, and process improvements, and supported ISO certification audits.