Suma Hussein-Fraszczak
@sumahussein-fraszcza
I support airline and financial-services customers with multilingual service, reservations expertise, and consultative sales.
CanadaWhat I'm looking for
I'm supporting Lufthansa InTouch customers across the German and US markets, managing global airline reservations through Oneres and Casper systems.
I provide technical guidance for online booking tools and website navigation across voice, chat, and email. I also identify customer needs and recommend upgrades, add-ons, and partner services while meeting customer satisfaction, call handling, and upselling KPIs.
Previously at Raiffeisen Bank International, I handled banking, billing, and payment-extension inquiries while matching financial solutions to client needs. I used cross-selling and upselling strategies that supported customer retention.
With more than six years in customer service, including Teleperformance, I bring English, German, and Arabic communication skills, CRM discipline, complaint resolution, and a focus on efficient, high-quality customer care.
Experience
Work history, roles, and key accomplishments
Customer Service Consultant
Lufthansa InTouch
Jul 2023 - Present (3 years 2 months)
Managed global airline reservations using Oneres and Casper systems with a focus on accuracy and efficiency. Provided technical support and delivered high-quality service across voice, chat, and email channels.
Customer Service Representative
Raiffeisen Bank International
Jan 2018 - Feb 2020 (2 years 1 month)
Addressed client inquiries regarding banking services, billing, and payment extensions. Applied a consultative approach to match financial solutions to client needs and executed cross- and upselling strategies.
Call Center Representative
Teleperformance
Aug 2014 - Dec 2017 (3 years 4 months)
Handled inbound and outbound calls and conducted customer satisfaction interviews. Maintained accurate records and CRM entries in a fast-paced environment.
Education
Degrees, certifications, and relevant coursework
Centennial College
Paralegal and Tribunal Agent, Paralegal
2021 - 2023
Completed the Paralegal and Tribunal Agent program at Centennial College from 2021 to 2023.
Chamber of Commerce, Vienna
Apprenticeship, Office Clerk
2016 - 2018
Passed the Office Clerk Apprenticeship Exam at the Chamber of Commerce in Vienna from 2016 to 2018.
Availability
Location
CanadaAuthorized to work in
Job categories
Interested in hiring Suma?
You can contact Suma and 90k+ other talented remote workers on Himalayas.
Message SumaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
