Bianca Berg

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• Spearheaded initiatives to improve customer satisfaction rates by closely monitoring performance metrics and identifying areas for improvement.
• Coordinated the timely and accurate filing of all necessary documentation for legal, regulatory, and tax purposes.
• Designed and implemented office policies and enforced standards.
• Created organized filing system to manage department documents.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Streamlined back office processes by implementing efficient document management systems and reducing manual tasks.
• Evaluated the performance of back office staff members through regular feedback sessions and annual reviews, identifying areas for growth and development opportunities.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Facilitated transition to paperless operations, significantly reducing environmental footprint and operational costs.

• Creating overview and peace by using a strict task planning, close contact with the client, clear and transparent communication
• Respond to changing circumstances and adjust the plan if necessary in order to get the best results
• Taking care of incoming and outgoing invoices and quotes.
• Taking care of telephone answering, process incoming e-mails, direct contact with customers and capturing possible leads

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Conducted regular training sessions for new team members, promoting best practices in customer support operations.
• Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
• Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
• Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
• Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.

Ensured compliance with industry regulations and company policies while serving clients'' best interests.

• Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked well in a team setting, providing support and guidance.
• Proven ability to learn quickly and adapt to new situations.
• Self-motivated, with a strong sense of personal responsibility.
• Passionate about learning and committed to continual improvement.
• Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.

• Providing 1st and 2nd line support to customers
• Installed, configured and maintained computer systems and network connections.
• Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
• Used ticketing systems to manage and process support actions and requests.

• Op basis van de gemaakte afspraken met de zorg coördinator help ik de cliënten met het bijhouden van de woning en het bieden van woonondersteuning
• Signaleren van behoeften cliënten, eventuele twijfels over gemaakte afspraken of gewijzigde gezondheid van cliënten aankaarten
• Praten en eventueel verwijzen naar ondersteuningsvormen waardoor men mogelijk langer zelfstandig thuis kan blijven wonen
• Van betekenis zijn en vooral heel veel met elkaar lachen