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Dalia Gruell

@daliagruell

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Customer support professional in CX quality at KAVAK.com; contributed to a 12.6% increase in CSAT.

Germany

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What I'm looking for

I’m looking for fully remote work, starting at 10–20 hours per week, with the option for more hours on larger projects. I’m open to minijob, part-time or freelance arrangements.

At KAVAK.com, I reviewed chat, email and phone interactions from 25 support agents against quality standards and provided structured feedback. I analyzed complaint root causes, routed issues to the right departments and initiated action plans, contributing to a 12.6% increase in customer satisfaction.

At Holz Chemicals, I was the first point of contact for B2B customers, handling inquiries, orders, delivery updates and complaints. I processed orders in NetSuite and coordinated with suppliers, logistics and accounting to resolve delivery issues.

At Hard Rock Cafe – Rock Shop, I advised international customers in Spanish, English and German and handled questions, exchanges and complaints. I’m based in Hamburg, available immediately, and open to fully remote work for 10–20 hours per week to start, with more hours for larger projects; I’m also open to minijob, part-time or freelance work.

Experience

Work history, roles, and key accomplishments

Sales & Customer Advisor

Hard Rock Cafe

May 2024 - Jul 2025 (1 year 2 months)

Advised international customers in Spanish, English and German, handling questions, exchanges and complaints. Managed stock control, reordering, and flagged shortages to store management.

Customer Service Multilingual Support Complaint Handling Stock Management Retail

Customer Experience Quality Analyst

KAVAK.com

Apr 2021 - Aug 2022 (1 year 4 months)

Reviewed chat, email and phone interactions of 25 support agents against quality standards and provided structured feedback. Analyzed root causes of complaints, routed them to responsible departments, and contributed to a 12.6% increase in CSAT.

Quality Assurance Customer Experience Feedback Root Cause Analysis CSAT KPI Reporting Process documentation

Customer Advisor, Inside Sales

Holz Chemicals

Nov 2019 - Apr 2021 (1 year 5 months)

First point of contact for business customers by phone, email and chat, handling inquiries, orders, delivery status and complaints. Processed orders in NetSuite and coordinated with suppliers, logistics and accounting.

Inside Sales B2B Customer Service NetSuite ERP Order Processing Invoicing Accounts Receivable