Complaint Management
Aktualisiert am 29.06.2026
Profil
Freiberufler / Selbstständiger
Remote-Arbeit
Verfügbar ab: 01.07.2026
Verfügbar zu: 30%
davon vor Ort: 0%
Complaint Management
Reklamationsmanagement
Personal Assistance
Virtual Assistance & Executive Support
Content Creation & Strategy -
Voice Over & Audio Production
CRM Systems (Zendesk
Jira)
Training & Onboarding
Root-Cause Analysis & Process Improvement
Regulatory Compliance (MiFID II
BaFin
Ombudsmann
ABF)
Creative Assistant
Branding
German
native
English
native fluency
French
basic
Thai
Beginner

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

13 Jahre 6 Monate
2013-01 - heute

Content Creation across all platforms

Freelance Voice Artist & Content Creator
Freelance Voice Artist & Content Creator
  • Studio voice recordings for Global Players (Google, Amazon, Spotify, and NatGeo and many more)
  • Content Creation across all platforms
  • End-to-end production: scripting, recording, editing, delivery, deadlines (remote-first reliability)
Worldwide
3 Jahre 8 Monate
2021-05 - 2024-12

Complaint Management

Senior Complaint Manager
Senior Complaint Manager
  • Complaint Management: Handled and resolved diverse complaints within Germany, Spain and Italy from customers, partners, legal representatives, non-customers and regulatory bodies such as BaFin, ?Schlichtungsstelle?, Ombudsmann, and Arbitro Bancario Finanziario (Italy) with the demonstration of exceptional proficiency being capable of handling both authority and customer complaints via Zendesk, providing assistance to both teams as needed.
  • Root-Cause Analysis: Identified operational gaps and service opportunities through cross-departmental analysis, working closely with Legal & Compliance.
  • Process Enhancement: Proactively rectified inefficiencies, ensuring quality standards and seamless operations across departments and partners.
  • Regulatory Compliance: Maintained accurate complaints reports aligned with MiFID II, emphasizing regulatory commitment.
  • Customer Experience: Championing the drive and monitoring of improvement measures
  • Aimed at elevating the customer experience with Solaris and its collaborative partners.
  • Operational Support and Training: Provided crucial support to the Team Lead and in its absence to the team and other departments, resolving complex cases for other team members, and played a key role in training new members while refining work processes collaboratively, also serving as the designated contact for new members from other departments.
Solaris SE, Berlin
1 Jahr 8 Monate
2019-09 - 2021-04

Preparatory Accounting

Accounting Assistant
Accounting Assistant
  • Preparatory Accounting
  • Office Management
Encode Talent GmbH, Berlin
9 Monate
2019-01 - 2019-09

Talent Management

Talent Manager
Talent Manager
  • Drove revenue growth by acquiring new clients and placing talent
  • Onboarded five new artists in the first month and won two new customer accounts
  • Managed scheduling and negotiated budgets
  • Led social media marketing activities
  • Planned and executed events
boldbreed GbR, Berlin
9 Monate
2018-04 - 2018-12

Development of topics, formats and editorial schedules

Public Life Coach
Public Life Coach
  • Owned content ideation and planning: developed themes, formats, and content calendars aligned with offers, launches and brand voice
  • Translated ideas into execution: wrote briefs/scripts, prepared shot lists and coordinated production days together with the founder
  • Coordinated events/activations: planning, logistics, partner/ sponsor communication, venue scouting/booking and promotional materials
  • Provided executive support (scheduling, inbox follow-ups, stakeholder communication) and handled invoicing/admin tasks
PA + Content Production
5 Jahre 1 Monat
2013-03 - 2018-03

Event production

Director?s Assistant
Director?s Assistant
  • Event production
  • Promotion, casting, and event planning & execution
  • Event presenting / hosting
  • Created and produced my own show, Alice?s Comedy Wonderland, which was recommended by Time Out and The Londonist
Take A Seat Productions, London
5 Jahre 1 Monat
2013-03 - 2018-03

Team building, event management & hosting

Feel Good Manager
Feel Good Manager
  • Team building, event management & hosting (I was nicknamed the heart of the agency)
  • Training and onboarding new employees
  • Travel coordination: flight/hotel bookings and visa applications
  • Office management
  • On-site IT support (I was nicknamed ITina)
Landor Associates GmbH, Hamburg

Aus- und Weiterbildung

Aus- und Weiterbildung

2008 - 2011
Certified Banker
comdirect bank AG, Hamburg
Apprenticeship certified by IHK Hamburg

1999 - 2008
Abitur
Gymnasium Hamburg

Kompetenzen

Kompetenzen

Top-Skills

Complaint Management Reklamationsmanagement Personal Assistance Virtual Assistance & Executive Support Content Creation & Strategy - Voice Over & Audio Production CRM Systems (Zendesk Jira) Training & Onboarding Root-Cause Analysis & Process Improvement Regulatory Compliance (MiFID II BaFin Ombudsmann ABF) Creative Assistant Branding

Produkte / Standards / Erfahrungen / Methoden

PROFILE
Complaints specialist with fintech/startup and banking credentials, combining high-stakes regulatory complaint handling with a strong creative communication background (voice-over/content production). I?ve worked across creative agencies, talent management, hospitality, accounting support and personal assistance bringing a rare mix of warmth, structure, and execution and high functionality under pressure. Experienced in sensitive escalations, documentation, prioritisation and process improvement; recognised for pattern recognition, onboarding support and cross-team coordination. Tech-savvy and fast-learning, reliable, proactive and trusted quickly by customers and colleagues.

TOOLS & SOFTWARE
  • Various CRM Tools such as JIRA and Zendesk
  • MS Office Suite
  • Internal Wiki Confluence
  • Docusign, G-Suite
  • Microsoft Teams & Zoom
  • SLACK, Okta
  • Canva, Wix, Adobe CS, AI

VOLUNTARY

2016 - 2017
Fundraising
Alexander Divine & Spinal Research, London
  • Fundraised for two athletes as part of a charity cycling event
  • Secured a partnership with SKINS Cycling Clothing
  • Filmed and produced a Documentary about their attempt to break the Worldrecord for the Scotland 500 Route

Einsatzorte

Einsatzorte

Deutschland, Schweiz, Österreich
möglich

Projekte

Projekte

13 Jahre 6 Monate
2013-01 - heute

Content Creation across all platforms

Freelance Voice Artist & Content Creator
Freelance Voice Artist & Content Creator
  • Studio voice recordings for Global Players (Google, Amazon, Spotify, and NatGeo and many more)
  • Content Creation across all platforms
  • End-to-end production: scripting, recording, editing, delivery, deadlines (remote-first reliability)
Worldwide
3 Jahre 8 Monate
2021-05 - 2024-12

Complaint Management

Senior Complaint Manager
Senior Complaint Manager
  • Complaint Management: Handled and resolved diverse complaints within Germany, Spain and Italy from customers, partners, legal representatives, non-customers and regulatory bodies such as BaFin, ?Schlichtungsstelle?, Ombudsmann, and Arbitro Bancario Finanziario (Italy) with the demonstration of exceptional proficiency being capable of handling both authority and customer complaints via Zendesk, providing assistance to both teams as needed.
  • Root-Cause Analysis: Identified operational gaps and service opportunities through cross-departmental analysis, working closely with Legal & Compliance.
  • Process Enhancement: Proactively rectified inefficiencies, ensuring quality standards and seamless operations across departments and partners.
  • Regulatory Compliance: Maintained accurate complaints reports aligned with MiFID II, emphasizing regulatory commitment.
  • Customer Experience: Championing the drive and monitoring of improvement measures
  • Aimed at elevating the customer experience with Solaris and its collaborative partners.
  • Operational Support and Training: Provided crucial support to the Team Lead and in its absence to the team and other departments, resolving complex cases for other team members, and played a key role in training new members while refining work processes collaboratively, also serving as the designated contact for new members from other departments.
Solaris SE, Berlin
1 Jahr 8 Monate
2019-09 - 2021-04

Preparatory Accounting

Accounting Assistant
Accounting Assistant
  • Preparatory Accounting
  • Office Management
Encode Talent GmbH, Berlin
9 Monate
2019-01 - 2019-09

Talent Management

Talent Manager
Talent Manager
  • Drove revenue growth by acquiring new clients and placing talent
  • Onboarded five new artists in the first month and won two new customer accounts
  • Managed scheduling and negotiated budgets
  • Led social media marketing activities
  • Planned and executed events
boldbreed GbR, Berlin
9 Monate
2018-04 - 2018-12

Development of topics, formats and editorial schedules

Public Life Coach
Public Life Coach
  • Owned content ideation and planning: developed themes, formats, and content calendars aligned with offers, launches and brand voice
  • Translated ideas into execution: wrote briefs/scripts, prepared shot lists and coordinated production days together with the founder
  • Coordinated events/activations: planning, logistics, partner/ sponsor communication, venue scouting/booking and promotional materials
  • Provided executive support (scheduling, inbox follow-ups, stakeholder communication) and handled invoicing/admin tasks
PA + Content Production
5 Jahre 1 Monat
2013-03 - 2018-03

Event production

Director?s Assistant
Director?s Assistant
  • Event production
  • Promotion, casting, and event planning & execution
  • Event presenting / hosting
  • Created and produced my own show, Alice?s Comedy Wonderland, which was recommended by Time Out and The Londonist
Take A Seat Productions, London
5 Jahre 1 Monat
2013-03 - 2018-03

Team building, event management & hosting

Feel Good Manager
Feel Good Manager
  • Team building, event management & hosting (I was nicknamed the heart of the agency)
  • Training and onboarding new employees
  • Travel coordination: flight/hotel bookings and visa applications
  • Office management
  • On-site IT support (I was nicknamed ITina)
Landor Associates GmbH, Hamburg

Aus- und Weiterbildung

Aus- und Weiterbildung

2008 - 2011
Certified Banker
comdirect bank AG, Hamburg
Apprenticeship certified by IHK Hamburg

1999 - 2008
Abitur
Gymnasium Hamburg

Kompetenzen

Kompetenzen

Top-Skills

Complaint Management Reklamationsmanagement Personal Assistance Virtual Assistance & Executive Support Content Creation & Strategy - Voice Over & Audio Production CRM Systems (Zendesk Jira) Training & Onboarding Root-Cause Analysis & Process Improvement Regulatory Compliance (MiFID II BaFin Ombudsmann ABF) Creative Assistant Branding

Produkte / Standards / Erfahrungen / Methoden

PROFILE
Complaints specialist with fintech/startup and banking credentials, combining high-stakes regulatory complaint handling with a strong creative communication background (voice-over/content production). I?ve worked across creative agencies, talent management, hospitality, accounting support and personal assistance bringing a rare mix of warmth, structure, and execution and high functionality under pressure. Experienced in sensitive escalations, documentation, prioritisation and process improvement; recognised for pattern recognition, onboarding support and cross-team coordination. Tech-savvy and fast-learning, reliable, proactive and trusted quickly by customers and colleagues.

TOOLS & SOFTWARE
  • Various CRM Tools such as JIRA and Zendesk
  • MS Office Suite
  • Internal Wiki Confluence
  • Docusign, G-Suite
  • Microsoft Teams & Zoom
  • SLACK, Okta
  • Canva, Wix, Adobe CS, AI

VOLUNTARY

2016 - 2017
Fundraising
Alexander Divine & Spinal Research, London
  • Fundraised for two athletes as part of a charity cycling event
  • Secured a partnership with SKINS Cycling Clothing
  • Filmed and produced a Documentary about their attempt to break the Worldrecord for the Scotland 500 Route

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