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Gordon Family

@lynneg

Dutch customer support specialist at Butternut Box UK and Beeline Germany, resolving SaaS and ecommerce customer issues.

South Africa

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What I'm looking for

I’m available immediately for remote work, ideally supporting customers during European hours or US Eastern shifts ending by midnight SAST.

At Butternut Box UK and Beeline Germany, I supported SaaS and ecommerce customers with onboarding, subscription queries and troubleshooting. I followed escalations through to resolution and created SOPs to support consistent service.

Earlier, I delivered Level 2 software and subscription support at SupportYourApp and helped users through a Windows 10 and Microsoft 365 migration at ITC Infotech - Aon. My experience also includes Dutch-market customer service at Amazon, risk research at Thomson Reuters and credit and risk analysis at Shell.

Experience

Work history, roles, and key accomplishments

Customer Success, SaaS & Ecommerce Operations

Butternut Box UK and Beeline Germany

Jan 2023 - Sep 2026 (3 years 8 months)

Supported SaaS and ecommerce customers with onboarding, subscription queries, troubleshooting and operational issues. Followed escalations through to resolution and created SOPs to improve workflows.

Customer Onboarding Subscription Queries Troubleshooting Escalation Resolution SOPs SaaS Ecommerce

Technical Customer Support Specialist

SupportYourApp

Jan 2022 - Jan 2023 (1 year)

Delivered Level 2 software and subscription support, reproducing issues and guiding customers through fixes. Documented technical context for escalations in high-volume ticket workflows.

Level 2 Support Software Troubleshooting Subscription Support Documentation Knowledge Base Ticketing Systems

Enterprise Systems / Microsoft 365 Project Support

ITC Infotech - Aon

Jan 2021 - Jan 2022 (1 year)

Supported users through a Windows 10 and Microsoft 365 migration, combining troubleshooting, adoption support and project coordination. Worked with Microsoft 365, Azure/Entra ID, access administration, Quickbase, 1Password and Teramind.

Microsoft 365 Windows 10 Azure Entra ID Access Administration QuickBase 1Password Teramind Troubleshooting Project Coordination

Business Systems Administrator

RG Brose Automotive Components

Jan 2018 - Jan 2021 (3 years)

Provided end-user support, system audits and monitoring; improved administrative workflows through standardisation and automation. Maintained process documentation and supported ongoing systems improvement.

end user support System Audits Monitoring Workflow Automation Process documentation Systems Improvement

Software Application Trainer

ELCB Information Services

Jan 2016 - Jan 2017 (1 year)

Implemented and supported custom automotive point-of-sale software, including remote troubleshooting and on-site implementation. Trained users and worked with developers to translate customer requirements into practical changes.

Software Implementation Point of Sale Remote troubleshooting User Training Requirements Translation

Dutch Research Analyst

Thomson Reuters

Jan 2013 - Jan 2015 (2 years)

Produced risk intelligence for AML and financial-crime screening, using careful research, judgement and accurate documentation in a global team.

AML Financial Crime Screening Risk Intelligence Research Documentation

Customer Service Associate - UK

Amazon

Jan 2011 - Jan 2013 (2 years)

Handled customer enquiries by phone and email while working to quality and productivity KPIs. Applied policies accurately and reported recurring system issues, process problems and customer feedback to management.

Phone Support Email Support KPI Compliance Policy Application Issue Reporting

Dutch Credit & Risk Analyst

Shell

Jan 2008 - Jan 2011 (3 years)

Managed Dutch commercial accounts, credit risk, account disputes, collections and settlement negotiations. Prepared reports, escalated higher-risk accounts and created colleague training materials.

Credit Risk Account Management Collections Negotiation Reporting Escalation Management Training Materials