SANDRA FRENT

Actions:

• Provided personalized email support for eCommerce clients, ensuring quick and empathetic responses to customer concerns.
• Partnered with ChatGPT to craft responses that resolved issues while offering product recommendations to drive sales.
• Created multiple eBooks from scratch, leveraging ChatGPT for content generation and Word for designing and formatting the documents.
• Developed the content, layout, and visuals for each eBook, ensuring the material aligned with the company’s branding and marketing goals.
• Collaborated with the marketing team to promote these eBooks as valuable resources for customers, integrating them into broader campaigns.
• Adapted quickly to the needs of the company while maintaining freelance flexibility, ensuring all projects were completed on time.

Results:

• Increased customer satisfaction and engagement through thoughtful, personalized responses and helpful product suggestions.
• Successfully reduced refund rates by offering solutions that kept customers happy without the need for refunds.
• Produced a series of eBooks that enhanced the company’s content marketing strategy, providing customers with educational resources while promoting products.
• Helped UpClicks Media establish itself as a thought leader in its space by creating high-quality, visually appealing eBooks.
• Delivered flexible, high-quality work that consistently met the company’s needs, balancing customer support with content creation.

Actions:

• Managed the full Accounts Receivable process for Germany and Austria, handling inbound and outbound communications regarding outstanding payments, discrepancies, and account reconciliations.
• Conducted thorough reviews of customer accounts to identify and assess fraudulent behavior or suspicious activities, utilizing internal tools, financial data analysis, and risk indicators to flag high-risk cases.
• Analyzed various forms of proof of company existence submitted by clients, including business registrations, commercial register extracts, homepages with imprint, letters from tax offices, and emails with valid domains, ensuring legitimacy and accuracy of information.
• Verified documents such as signatures and stamps to detect potential forgery, applying meticulous attention to detail to identify inconsistencies in submitted materials.
• Collaborated closely with the audit team on complex investigations into fraudulent activities, providing initial assessments and supporting documentation to aid decision-making.
• Worked with external partners, including debt collection agencies and legal teams, to manage cases of severe delinquency or confirmed fraud, ensuring compliance with legal and regulatory frameworks.
• Assisted in refining internal fraud detection procedures by identifying process gaps and suggesting improvements to enhance accuracy and efficiency.
• Prepared detailed reports for team-leaders, Pre-Legal Team and Audit Team on high-risk accounts, including action plans, audit outcomes, and recommendations for further risk measures.

Results:

• Contributed to reducing financial risk by identifying fraudulent activities and collaborating with the audit team on complex cases, ensuring timely and effective resolution.
• Strengthened fraud prevention strategies by analyzing client-submitted documents, detecting forged or altered information, and verifying business legitimacy through various channels.
• Enhanced the accuracy of risk assessments by investigating key documents such as imprint homepages, business registrations, tax office letters, and email domains, ensuring the authenticity of client companies.
• Improved the company’s risk reporting capabilities by providing audit and/or pre-legal team with valuable informations about customer’s decision-making.

Actions:

• Conducted detailed risk assessments of internal processes, identifying and analyzing operational risks across various departments.
• Assisted in the development and implementation of risk mitigation strategies, gathering and interpreting data from multiple operational areas to align with the bank's broader risk management goals.
• Monitored and reported Key Risk Indicators (KRIs) to senior management, preparing structured reports that highlighted trends, emerging risks, and areas requiring immediate attention.
• Participated in cross-departmental meetings to discuss risk-related findings, ensuring that insights were communicated effectively and integrated into the bank’s decision-making processes.
• Supported internal audit and compliance teams in performing checks, ensuring all departments adhered to the bank’s risk management policies and focusing on continuous improvement.
• Developed a solid understanding of regulatory requirements and risk frameworks, assisting in aligning internal processes with industry standards and best practices.

Results:

• Contributed to improved operational risk management by providing data-driven insights that helped guide senior management decisions.
• Enhanced compliance and risk mitigation processes, supporting continuous improvement and operational efficiency within the bank.
• Helped streamline risk reporting by introducing more structured reporting methods, improving the clarity of communications with senior management

Actions:

• Provided frontline customer support for the German and Austrian markets during the COVID-19 pandemic, managing inquiries regarding online orders, product availability, deliveries, and returns.
• Resolved customer complaints with a focus on maintaining high satisfaction through clear, empathetic communication, even under high-pressure conditions.
• Adapted to rapidly evolving customer needs and unprecedented demand during lockdowns, ensuring service quality remained high while efficiently addressing issues.
• Utilized multiple CRM and order management systems to track customer requests, process refunds, and provide detailed information about policies and procedures.
• Collaborated with team members to improve issue resolution speed and efficiency by sharing best practices and offering suggestions for enhancing workflow processes.
• Demonstrated resilience and flexibility by adjusting to the challenges of remote work, contributing to the team’s efforts to maintain smooth operations during a global crisis.

Results:

• Improved customer satisfaction scores through empathetic communication and efficient problem resolution.
• Helped the team manage a significant increase in demand by effectively adapting to remote work and maintaining high service levels.
• Contributed to improved operational efficiency by streamlining issue resolution processes in collaboration with team members.