Katharina Gröschel
@katharinagrschel
Customer-care professional specializing in telemedicine and payments operations.
GermanyWhat I'm looking for
Ich bin eine engagierte Customer Care und Operations-Spezialistin mit mehrjähriger Erfahrung in Telemedizin, Payment-Services und CRM-Einführungen; ich habe mehrfach Prozesse aufgesetzt, als Key User neue Systeme eingeführt und Endanwender geschult, dabei 3rd-Level-Ticketing, Betrugsbearbeitung und Zahlungsverkehrsprozesse verantwortet.
Meine Stärken liegen in Kommunikation, Teamarbeit und Prozessoptimierung; ich habe erfolgreich Zendesk- und Lager-/CRM-Implementationen begleitet, Schulungen durchgeführt und Qualitätssicherung im Kundensupport vorangetrieben, stets mit Blick auf technische Ursachenanalyse und Compliance-Themen.
Experience
Work history, roles, and key accomplishments
Customer Care Specialist
SHL Telemedizin
Jul 2023 - Present (2 years 11 months)
Provide telephone and written customer and physician support, drive customer acquisition and contract renewals, and analyze technical faults in medical devices while delivering trainings for telemedicine users.
Intermediate Operations Controller
XPAY Group
Oct 2021 - Apr 2023 (1 year 6 months)
Designed and optimized operational processes with international partners, managed dunning and fraud case handling with Mastercard, and handled 3rd-level customer tickets to improve payment workflow efficiency.
Junior Operations Controller
XPAY Group
Oct 2020 - Oct 2021 (1 year)
Established new operational processes, managed 2nd/3rd-level tickets and fraud cases, and monitored payment flows to support operational reliability.
Junior Customer Care
XPAY Group
Aug 2019 - Oct 2020 (1 year 2 months)
Handled 1st-level customer inquiries via phone and written channels, created macros and maintained CRM records to improve response efficiency.
Data Maintenance Clerk
SMS medipool GmbH
Feb 2019 - Jul 2019 (5 months)
Managed master data including articles, suppliers and customers in the CRM, prepared CRM for implementation and conducted internal training for system rollout.
Education
Degrees, certifications, and relevant coursework
Ludwig-Thoma-Realschule
Mittlere Reife, General Education
2016 - 2019
Completed Realschule (Mittlere Reife) at Ludwig-Thoma-Realschule, finishing in 2019.
Availability
Location
GermanyAuthorized to work in
Job categories
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