Katharina Leitner
Oamaru
Summary
I have a strong focus on delivering results and ensuring client satisfaction. Key competencies gained from my work history include: troubleshooting complex technical issues, providing exceptional customer service, implementing effective solutions, analytical skills, sales skills, email campaign execution, scheduling and arranging training for clients, and a high ability to collaborate with others effectively to drive results and ensure deadlines are met in a timely manner.
Overview
11
11
years of professional experience
Work History
SENIOR TECHNICAL SUPPORT SPECIALIST
Shopify
07.2023 - Current
- Solving more complex problems both individually and in collaboration with other teams to make sure that clients have a seamless experience with the platform.
- Collaborating with cross-functional teams to identify root causes of recurring issues and implement permanent fixes that improved platform performance.
- Maintained and updated internal resources, ensuring accurate documentation for team reference and improved operational efficiency.
- Designed and implemented solutions with limited direction, contributing to innovative enhancements that addressed specific client needs.
PLUS SUPPORT SPECIALIST
Shopify
03.2022 - 07.2023
- Managed high-priority tickets from our high value merchants with professionalism, ensuring timely resolutions while maintaining excellent rapport.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
SUPPORT ADVISOR
Shopify
07.2021 - 03.2022
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between Shopify's merchants and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
CUSTOMER SUCCESS MANAGER
Education Perfect
05.2020 - 07.2021
- Maintain the business for over 120 existing client accounts across New Zealand
- Monitor metrics and developing actionable insights to improve efficiency and performance
- Collaboratively work with colleagues to execute national sales strategy
- Responsible for qualifying new leads and demonstrating product value to new as well as existing clients
- Meet with key clients in my portfolio to build strong relationships and increase retention
ASSISTANT TO SALES MANAGER
Education Perfect
01.2017 - 05.2020
- Led projects and analyzed data to identify opportunities for improvement
- Arrange demos and sales calls for Business Development Managers
- Identifying upsell, cross sell, and new sales opportunities within NZ departments
- Managing the Sales Manager's calendar and respond to all inbound leads immediately
- Help to maintain accurate and detailed information in the CRM and relevant documentation., e.g Projections, purchase status and next steps
- Drive efficiencies and effectiveness across the Business Development Team
CUSTOMER SERVICE ASSISTANT
Education Perfect
07.2016 - 12.2016
- Provided general product knowledge to clients across multiple channels such as email, phone and direct messaging
- Handled complaints and problem solved technical issues
- Updated and maintained databases
CHILDCARE MANAGER
Hinteregger Hotels | Rennweg Am Katschberg
12.2015 - 04.2016
- Cultivated and maintained childcare practices to ensure entertainment and safety of 20 children
- Designed efficiency-enhancing workflow/process improvements
- Maintained an environment of excellent customer service to ensure parents were made comfortable leaving children in my care
- Actively engaged children by development of playtime activities
AU PAIR
Cultural Care Au Pair - New York
08.2014 - 09.2015
- Ensured the proper development of 2 elementary aged children
- Developed leisure time activities to engage children intellectually and physically
- Understood and related to new cultural competencies
- Experienced chauffeuring and transporting children to all needed events
Education
High School Diploma -
High School For Communication And Media Design
Villach, Austria06.2014
Skills
- Revenue growth
- Customer Relations
- Experience in strategic planning, product training and placement
- Experience in using CRM technology, Microsoft Office, G-Suite
- Strong communication and organisational skills
- Adaptable and able to multi-task in a demanding role
- Analytical support
LANGUAGES
- German (Native)
- English (Fluent)
Timeline
SENIOR TECHNICAL SUPPORT SPECIALIST
Shopify
07.2023 - Current
PLUS SUPPORT SPECIALIST
Shopify
03.2022 - 07.2023
SUPPORT ADVISOR
Shopify
07.2021 - 03.2022
CUSTOMER SUCCESS MANAGER
Education Perfect
05.2020 - 07.2021
ASSISTANT TO SALES MANAGER
Education Perfect
01.2017 - 05.2020
CUSTOMER SERVICE ASSISTANT
Education Perfect
07.2016 - 12.2016
CHILDCARE MANAGER
Hinteregger Hotels | Rennweg Am Katschberg
12.2015 - 04.2016
AU PAIR
Cultural Care Au Pair - New York
08.2014 - 09.2015
High School Diploma -
High School For Communication And Media Design
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