Nora Marton
Experienced CSM Professional
London
Summary
Experienced CSM professional with strong background in technical support, adept at troubleshooting and resolving complex issues. Known for effective team collaboration and adaptability in dynamic environments. Skilled in problem-solving, customer service, and software applications. Reliable and results-driven, consistently meeting and exceeding performance targets nd facilitating effective communication in English, German, and Hungarian - in remote settings.
Overview
20
20
years of professional experience
4
4
Languages
5
5
Certificates
Work History
Tier 2 Customer Service Specialist
ZOLEO Inc
07.2022 - 03.2025
- Reporting to Customer Service Manager and Head of UK/EMEA
- Taking part in launching the company's UK/EMEA Operation
- Working with customers and product-development, channel management, Marketing, and Finance teams proactively to provide technical support related to ZOLEO Iridium Satellite device, Application, and features
- Raising JIRA tickets to resolve account & application issues to client satisfaction
- Proactively working with Roadpost, BICS, Pivotel, and other 3rd party network providers to resolve Iridium coverage issues
- Co-working with Marketing Team to realize seasonal promotions, sales goals, and projects, including representing the company at international trade fairs
- Assisting with new corporate account onboarding and managing
- Participating in the training process and translating internal & external documentations, communication, including website optimization
- Communicating with clients in English, German, French, and Hungarian
Global E-Commerce, Partnership and Retail Executive
Crabtree & Evelyn
06.2019 - 03.2022
- Promoted when the company signed a partnership with SITEL to take over Customer Service duties for retail and smaller wholesale accounts.
- Reporting to the Global Head of E-Commerce
- Managing relationships, order processes, and cooperation with E-Partners and wholesale accounts globally (UK/EU/US)
- Account manager for AMAZON and other wholesale partners in the UK/EU (The Hut Group, FeelUnique, Glossybox, etc)
- Order processing, invoicing in SAP, and on the third-party vendor central
- Follow up on order fulfillment, delivery, invoicing, and chargeback
E-Commerce, International Customer Service and Wholesale associate
Crabtree & Evelyn
10.2017 - 05.2019
- Reporting to the Regional Head of E-Commerce EMEIA
- Daily contact with the German wholesale and retail partners regarding orders, invoices and returns
- Managing a group of 5 CS agents, training, and coaching - Backup Supervisor for the CS team at SITEL
- Dealing with the escalation of complex queries
- Created complex training material for the CS team, as well as conducted training of new staff
- Order processing, invoicing in SAP and on the third-party vendor central
- Follow up with shipments, order fulfilment, follow up and chargeback
- Dealing with volume customer enquiries and complaints via phone and email in the UK and German markets
- Product enquiries and order processing using several CRM systems: Trade-IT, Order Dynamics, Salesforce, Zendesk, Shopify
- Translating regular (weekly, monthly) promotions from English for the German website
- Translating content for the German website
- Translating content for Crabtree & Evelyn German Facebook account
- Dealing with contracted carriers (Hermes, DPD, Norsk, DHL Germany), following up with delivery deadlines, claims and returns
- Daily contact with the warehouse to update the online stock
- Following up on order fulfilment in SAP, as well as our internal systems (Order Dynamics, SFCC, Trade IT, CyberSource)
- Handling Crabtree & Evelyn Adyen, PayPal accounts for refunds and other financial interactions
- Participating in the new global website, translating, correcting, and testing
- Daily Webex meeting with the Developers and E-Commerce Head regarding errors, customers' feedback and solutions
- Regular contact with the USA CS and the Head of Regulatory to keep track of the global CS workflow
Customer Service Representative / Supervisor-English/German
AGODA
11.2013 - 07.2017
- Traditional customer service task: dealing with reservation-related enquiries, booking amendments, cancellations, relocation, and complaint handling in both English and German
- Working with internal CRM Systems and Avaya softphones
- Negotiating with hotel partners for the best possible problem resolution
- Managing a team of 6 bilingual CS Service Agents (German English)
- Hiring and Training Staff, Handling Daily Operation, ensuring Team KPIs are met, Monitoring and Evaluating Agents' Performance
- Dealing with complex cases and complaints of VIP customers
- Regularly reporting to the Management, working on team schedule, new initiatives, and reward programs with the management team
German-English Customer Service Team Lead
Teleperformance Ltd.
01.2009 - 10.2013
- Managing a group of 5 CS agent, scheduling, training, and coaching
- Reporting to the Project Team manager
- Technical support for Euronet POS Terminals for the Austrian OMV Group
- Dealing with B2B customers only by resolving transaction errors, global technical outages
- Participating on recruiting and training process
International Project leader
Hungarian Chamber of Commerce and Industry
01.2005 - 12.2008
- Responsible for all communications, projects, and tasks for the German speaking countries: Germany, Austria, and Switzerland
- Reporting to the Secretary General and to the President
- Participating on cooperation, export regulation, contracts between Hungarian and German enterprises
- Organizing international EU conference in Hungary with the participation of 11 member countries
- Taking part on conferences and official meetings with the president abroad
- Representing the HCCI on foreign events
- Networking and cooperating with all regional German Chambers and other Associations daily
Education
Bachelor of Arts - International Trade, Tourism & Hotel Management
Budapest Business School
04.2001 -
Internship -
Hotel Broadmoor
Colorado Springs, USA06-1999
High School Diploma -
Kossuth Lajos German High School
04.2001 -
Skills
Windows
Word
Excel
Internet
SAP
Salesforce
Zendesk
JIRA
Zoom
Slack
HubSpot
Main fields of the study
- Marketing
- Management
- Microeconomy
- Finance
- Statistic
- Trade low
- Bookkeeping
- Business communication
- Tourism
- Congress-
- Event organisation
Timeline
HubSpot
08-2025
NetSuit
08-2025
Canva
08-2025
AI for Customer Service Managers
08-2025
IOT Foundations Operating System Applications
08-2025
Tier 2 Customer Service Specialist
ZOLEO Inc
07.2022 - 03.2025
Global E-Commerce, Partnership and Retail Executive
Crabtree & Evelyn
06.2019 - 03.2022
E-Commerce, International Customer Service and Wholesale associate
Crabtree & Evelyn
10.2017 - 05.2019
Customer Service Representative / Supervisor-English/German
AGODA
11.2013 - 07.2017
German-English Customer Service Team Lead
Teleperformance Ltd.
01.2009 - 10.2013
International Project leader
Hungarian Chamber of Commerce and Industry
01.2005 - 12.2008
Bachelor of Arts - International Trade, Tourism & Hotel Management
Budapest Business School
04.2001 -
High School Diploma -
Kossuth Lajos German High School
04.2001 -
Internship -
Hotel Broadmoor
Certification
HubSpot