Open to opportunities

Timo Quade

@timoquade

Message

I’m a customer support professional delivering fast Zendesk-based solutions for international users.

Mexico

Message

What I'm looking for

I’m looking for a remote team where I can support international customers end-to-end—answering tickets quickly in Zendesk, solving problems clearly, and improving customer experience through strong communication and customer success.

I have 18 years of experience in customer service, travel operations, sales, and business administration, with a strong focus on supporting international customers. I’m based in Mexico and available for remote work across different time zones.

In my current role as a Customer Support Representative at OpenCall GmbH (Fintiba Project) (Remote), I handle customer support via phone, email, and Zendesk. I assist international students with account, visa, and payment inquiries, manage tickets, and resolve issues efficiently while maintaining high customer satisfaction.

Earlier, I worked as a Sales & Customer Success Manager for Fiber Optics at LightMax, performing B2B customer acquisition and consulting, plus technical support and after-sales service. I also bring a training and communication background—working as a German/English teacher for schools and companies and holding a Vocational Trainer Certificate (Commerce) from the German Chamber of Commerce and Industry (IHK).

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

OpenCall GmbH

Oct 2025 - Present (10 months)

Provided customer support via phone, email, and Zendesk for international students, including account, visa, and payment inquiries. Managed customer tickets and resolved issues efficiently.

Customer Support Phone Support Email Support Zendesk Ticket Management Visa Support Problem Solving

Sales & Customer Success Manager

LightMax Queretaro

Apr 2024 - Sep 2025 (1 year 5 months)

Handled B2B customer acquisition and customer consulting for fiber optics. Delivered technical support and after-sales service.

Customer Acquisition Customer Consultation Customer Success Technical Support after sales services Fiber Optics Customer Advisory

Shop Assistant

Tusculum Rare Books Ltd.

Oct 2016 - Apr 2017 (6 months)

Received and processed commercial correspondence with international clients and business partners. Organized and prepared trade fair presences and business events across multiple countries.

Commercial Assistant

Versandantiquariat Brigitte Reh

Jul 2013 - Sep 2016 (3 years 2 months)

Processed mail order business administration and professional/commercial correspondence with international clients and business partners. Organized shipments and deliveries and informed customers of shop promotions to encourage purchases.

International Clients Promotion

Customer Service Representative

Hertz Car Rental – LTUR GmbH

Mar 2011 - Feb 2012 (11 months)

Sold travel and rental services by maximizing upselling of core products such as Collision Damage Waiver. Completed rental paperwork including exchanges and reservations according to policies and procedures.

Rental Sales Customer Service Upselling Collision Damage Waiver Reservations Customer Orientation

Owner of Travel Agency

L’TUR Shop Bonn Timo Quade e.K.

Jan 2009 - Dec 2010 (1 year 11 months)

Owned and managed a travel agency shop, overseeing sales, advertising, and local marketing. Supervised and trained apprentices and team staff, and handled book-keeping, accounting, billing, business planning, and payments.

Team Leadership Sales and Marketing Local Marketing Public Relations Accounting Billing Business Planning Payments Customer Orientation Negotiation

Shop Manager

L’TUR Tourismus AG

Apr 2008 - Dec 2008 (8 months)

Managed shop operations, improved operational efficiency, and supported profitability. Ordered, recorded, and managed inventory while coordinating team staff to reach sales goals.

Shop Management Team Coordination Sales Goals Inventory Management Operational Efficiency Customer Orientation

Travel Agent (Apprenticeship)

L’TUR Last Minute Travel Administration Agency

Jan 2005 - Jan 2008 (3 years)

Completed an apprenticeship as a travel agent, planning and organizing private and business travel. Prepared tailored travel packages including flights, accommodations, car rentals, travel insurance, and additional tourism products.

Travel Planning Accommodations Car Rental Travel Insurance Business Travel Client Advising

Education

Degrees, certifications, and relevant coursework

German Chamber of Commerce and Industry (IHK) Bonn

Vocational Trainer Certificate (Commerce), Vocational Training (Commerce) / Ticket Management

2008 - 2009

Activities and societies: Pedagogical methods, legal regulations, and managing vocational training programs.

Earned a Vocational Trainer Certificate (Commerce) focused on German ticket management through the IHK Bonn. Qualified to train, mentor, and supervise apprentices under German vocational training standards.

German Chamber of Commerce and Industry (IHK) Regensburg

Merchant Certificate (IHK), Travel & Tourism Administration

2005 - 2008

Activities and societies: Flights, accommodations, car rentals, travel insurance, and additional tourism products.

Completed an IHK merchant certificate for travel administration (Travel Agent for L’TUR Last Minute). Qualified to plan, organize, and manage private and business travel and advise clients on tailored travel packages.