SAADIA ZILAT
Senior Customer Service & Operations Specialist - Accounting & Banking
Berlin
Summary
Dynamic management professional with over 10 years of experience in Germany, specializing in management, quality assurance, training, and customer relationship management across various industries, including banking and finance. Expertise in coaching teams, fostering effective communication, and leveraging analytical skills to enhance performance and drive impactful results. Committed to nurturing professional growth while empowering teams to reach their full potential. A diverse background enables swift adaptation to new challenges, supporting continuous improvement initiatives and significantly contributing to organizational success.
Overview
16
16
years of professional experience
5
5
Languages
Work History
Senior Customer Service & Operations Specialist - Accounting & Banking
Kontist by Ageras
11.2019 - Current
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Collected, arranged, and input information into database system.
- Improved operational efficiency by streamlining processes and implementing new systems.
- Generated reports detailing findings and recommendations.
- Utilized advanced analytical skills in order to resolve complex operational issues effectively.
Team Manager
Sitel GmbH - Johnson & Johnson Project
06.2018 - 11.2019
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Negotiated with vendors for better rates, reducing project costs and increasing profitability.
- Enhanced team productivity by implementing agile project management methodologies.
- Established clear performance metrics, enabling transparent evaluation of team progress.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Quality Manager
Sitel GmbH - Johnson & Johnson Project
01.2018 - 06.2018
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Led cross-functional teams in root cause analysis, identifying and rectifying sources of quality deviation.
- Initiated feedback loop with customers to gather insights on product quality, driving strategic improvements.
Social Media Manager
Sitel GmbH - Johnson & Johnson Project
01.2015 - 01.2018
- Managed multiple social media platforms, ensuring a consistent brand voice and message.
- Monitored social media trends and emerging platforms, adopting new strategies to stay ahead of the competition.
- Increased brand awareness by developing and implementing effective social media strategies.
- Coordinated influencer partnerships, leveraging their reach to expand brand visibility.
- Analyzed competitor social media activities to identify opportunities for brand differentiation.
- Improved online community sentiment by implementing proactive customer service approach on social media.
Customer Care Professional
Sitel GmbH - Johnson & Johnson
01.2013 - 01.2015
- Served as a reliable resource for colleagues by readily offering assistance and support when needed, demonstrating strong teamwork skills.
- Collaborated with team members to improve overall performance, sharing best practices and pooling resources for optimal results.
- Handled escalated calls with professionalism and diplomacy, working towards resolutions that satisfied both customers and the company's interests.
- Utilized CRM software proficiently to track customer interactions accurately, ensuring seamless handover of cases between team members when necessary.
- Managed high-stress situations calmly and effectively, diffusing tense interactions between customers and staff members when needed.
- Investigated and resolved customer inquiries and complaints quickly.
- Conducted proactive outreach to customers with outstanding issues, working diligently to resolve their concerns in a timely manner.
Student Trainee – Online Marketing
Adviqo AG
10.2009 - 12.2011
- Assisted in planning and executing online marketing campaigns across social media, email, and web platforms.
- Created and updated digital content (blog posts, newsletters, landing pages, and visuals).
- Conducted keyword research and supported SEO/SEA activities.
- Monitored campaign performance using Google Analytics and internal dashboards.
- Helped manage social media channels and community engagement.
- Supported A/B testing and data analysis for marketing optimization.
- Assisted in preparing marketing reports and performance presentations.
- Collaborated with design and content teams to ensure brand consistency.
- Contributed to lead generation and customer engagement initiatives.
Education
High School Diploma -
Brandenburg University of Applied Sciences
Brandenburg An Der Hqvel 05.2001 -
Skills
- User experience enhancement
- Experienced in facilitating conflict resolution
- Effective conflict resolution
- Quality evaluation and oversight
- Employee performance evaluation
- Process optimization
- Business report development
- Cost control proficiency
- Strategic workforce planning
Customer relationship management
Process optimization expertise
- Experience with Zendesk and Freshdesk
- Experience with agile project management software
- Content management expertise
- Proficient in Excel functions and automation
- Banking support expertise
- Payment processing expertise
- Customer due diligence processes
- Employee coaching
Software tools expertise
Compliance in finance operations
Effective team management
References
Stephanie, Inter, Repayment & Career Manager at CHANCEN eG Berlin, +49 172 9090340
Accomplishments
Served project coordinator at Ighaln Association in Ighaln village, South Morocco, leading community and ecological tourism initiatives.
• Organized workshops to promote traditional and modern craftsmanship among local women.
• Supported the creation of a cooperative, empowering members to develop sustainable local businesses.
Timeline
Senior Customer Service & Operations Specialist - Accounting & Banking
Kontist by Ageras
11.2019 - Current
Team Manager
Sitel GmbH - Johnson & Johnson Project
06.2018 - 11.2019
Quality Manager
Sitel GmbH - Johnson & Johnson Project
01.2018 - 06.2018
Social Media Manager
Sitel GmbH - Johnson & Johnson Project
01.2015 - 01.2018
Customer Care Professional
Sitel GmbH - Johnson & Johnson
01.2013 - 01.2015
Student Trainee – Online Marketing
Adviqo AG
10.2009 - 12.2011
High School Diploma -
Brandenburg University of Applied Sciences
05.2001 -