Mareen Große
Angestellt, Senior Service Delivery Specialist DACH (Quality Assurance), Klarna Bank AB, German Branch
Berlin, Deutschland
Werdegang
Berufserfahrung von Mareen Große
Bis heute 3 Jahre und 10 Monate, seit Sep. 2020
Senior Service Delivery Specialist DACH (Quality Assurance)
Klarna Bank AB, German Branch
• Vendor Manager BillPay process + Klarna CH market. • Performing measurements based on service guideline • Creating tables and graphs for evaluation of figures • Updating Stakeholders about assessments weekly • Supporting cross-functional between Stakeholders regarding routine optimization and meetings • Responsible for projects regarding optimization of the swiss market from a quality perspective • Maintenance and Optimization of quality behaviors due to Customer Service KPIs
1 Jahr und 9 Monate, Jan. 2019 - Sep. 2020
Accountant
BillPay GmbH / Klarna Group
• Responsible for the merchant settlement process (preparation and payouts) • Go-to person for merchant/customer service inquiries • Primary contact for employee expenses process • Optimized bank transfer error resolving processes • Resolved bugs (from a financial perspective)
6 Jahre und 9 Monate, Mai 2012 - Jan. 2019
Customer Service Advisor
Billpay GmbH / Klarna Group
• Responsible for team member onboarding and upskilling • Main contact person for debt collection inquiries (debt collection partner/customers) • Deputy to team lead • Regularly performed quality analysis based on Billpay quality guideline • Took over team lead position for 1 month (during development program) • Constantly in top 3 in quality and quantity metrics for the entire service center • Initiated several processes and mail template improvements • Lead backlog reduction projects
Ausbildung von Mareen Große
4 Jahre und 2 Monate, Apr. 2008 - Mai 2012
Architektur
Beuth Hochschule für Technik Berlin
Entwurf, Konstruktion, Bauwirtschaft, Bauphysik
Sprachen
Deutsch
Muttersprache
Englisch
Gut
Dänisch
Grundlagen