SP

Open to opportunities

Sophie Pan

@sophiepan

I resolve payment issues and manage client accounts across fintech, banking, and customer operations.

What I'm looking for

I'm looking to continue developing in payments, fintech, and financial operations, supporting clients, managing accounts, investigating payment issues, and improving customer operations.

I've supported customers across Klarna, NAGAGroup, Dux Group, and TODOS, resolving payment, account, billing, and service issues in German-speaking client environments.

At Klarna, I handled invoices, instalment purchases, returns, refunds, bank transfers, Klarna SOFORT, Pay Later, and Klarna Card enquiries through phone and online chat. I also managed payment information in CRM systems and handled complaints with empathy and professionalism.

I've managed VIP and client relationships, investigated discrepancies, arranged payment plans, and coordinated escalations through CRM, Jira, and Slack. I'm focused on continuing to develop in payments, fintech, and financial operations.

Experience

Work history, roles, and key accomplishments

TE

German Speaking Debt Collections Agent

TODOS 2004 EOOD

Oct 2024 - Jun 2026 (1 year 8 months)

Managed customer accounts with overdue payments, negotiated payment arrangements, and resolved discrepancies.

Debt Collection Account Management Negotiation Payment Solutions

TP

German Speaking Travel Experience Advisor

TalentWorldGroup Plc.

Jun 2024 - Sep 2024 (3 months)

Managed customer accounts and booking-related enquiries across multiple travel platforms, resolving issues and maintaining accurate records.

Customer Service Account Management CRM booking systems Issue Resolution

NG

German Speaking Client Relations and Support Officer

NAGA Group

Feb 2024 - Jun 2024 (4 months)

Supported clients with account-related enquiries, assisted with registration and verification, and provided platform guidance.

Client Relations Account Management Financial Products Platform Support Customer Service

DG

German VIP Account Manager

Dux Group

Jan 2023 - Feb 2024 (1 year 1 month)

Managed VIP client relationships, handled bonuses and transactions, and escalated issues using Slack and Jira.

VIP Account Management Customer Relationship Management Slack Jira

FC

German Customer Service Representative

Foundever Cyprus

Aug 2020 - Dec 2022 (2 years 4 months)

Supported customers with payment-related enquiries, managed accounts, and resolved issues via phone and chat.

Customer Service Payment Processing CRM Issue Resolution

WG

Customer Care Agent

Wien Energie GmbH

Mar 2019 - May 2020 (1 year 2 months)

Managed customer enquiries regarding balances and invoices, arranged payment plans, and resolved billing discrepancies.

PG

Office Administrator

P. Dussmann GmbH

Dec 2016 - Jan 2019 (2 years 1 month)

Provided administrative support, managed data and records, and coordinated communication and meetings.

Administrative Support Data Management

Education

Degrees, certifications, and relevant coursework

BB

Business School BHAS/BHAK 22

High School Diploma, Business Administration

2012 - 2015

Completed secondary education with a focus on business administration.

Tech stack

Software and tools used professionally

Jira

WhatsApp

Elementary

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