Susanne Stainsby-Frauendorf
Horsforth, Leeds,WYKS
Summary
Highly skilled professional with expertise in decision making, critical-thinking, and persuasive communication. Demonstrates exceptional telephone etiquette and interpersonal communication abilities. Proficient in customer database administration and client relationship management, ensuring seamless customer interactions. Adept at stock replenishment and maintaining organised inventory systems. Career goal includes leveraging communication proficiency to enhance client relationships and drive business success.
Overview
20
20
years of professional experience
12
12
years of post-secondary education
Work history
German Account Manager
EuroplusDirect/Support Warehouse
Leeds, WYKS
09.2024 - Current
- Negotiated contracts to secure profitable deals.
- Delivered exceptional customer service, addressing customer queries and handling customer complaints.
- Documented account activity and worked within data security guidelines to safeguard confidentiality.
- Kept up-to-date with market trends to identify opportunities to improve product and service offerings.
- Collaborated with sales team for achieving shared objectives.
- Resolved client issues promptly, ensuring high levels of satisfaction.
- Generated KPI reports to illustrate overall performance.
- Devised pitches and presentations targeted to client needs for improved deal closing.
- Negotiated best-possible prices for maximised profit levels.
- Established strong rapport with clients through regular communication.
- Demonstrated product features and functions to engage potential customers.
- Increased client satisfaction, implementing strategic account plans to foster growth.
- Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.
- Achieved client satisfaction by managing key accounts effectively.
- Addressed account inquiries and provided updated data from CRM software.
Facilities manager
Colliers Int
Leeds, WKS
09.2023 - 08.2024
- Organised maintenance schedules for optimal equipment performance.
- Controlled expenses and lowered costs to meet budget requirements.
- Drafted procedural statements and guidelines for company-wide use.
- Implemented new cleaning protocols, improved overall cleanliness of the facility.
- Supervised full-time staff to comply with policies and guidelines.
- Verified contractors and suppliers deliver cost-effective, high-quality services per contractual terms.
- Performed routine checks of fire safety equipment; ensured full preparedness for emergencies.
- Trained staff in emergency procedures, increased readiness and response time during crises.
- Responded to building emergencies and managed repairs within required timeframe.
- Managed contractors to expedite necessary repairs.
- Maintained daily operations through technical support for production and maintenance departments.
- Investigated problems and determined appropriate remedies.
- Monitored energy usage, implemented initiatives to reduce consumption.
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
Front of house receptionist
Huntress Agency various Positions eg Airedale AC
Leeds, WYKS
05.2022 - 05.2023
- Coordinated travel flights, accommodation and itineraries for office staff.
- Oversaw office supply orders and replenished stock for staff use.
- Located information and records quickly to assist with ad-hoc queries.
- Embodied company values through friendly and reliable customer service.
- Utilised knowledge of company policies to assist customers with queries accurately.
- Handled high volume of inbound calls whilst providing exceptional customer service.
- Kept reception area clean and organised to uphold professional office reputation.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Offered knowledgeable, friendly support to in-office guests.
- Identified VIP visitors and adapted customer service style accordingly.
- Enhanced company image with professional greeting and handling of guests.
- Facilitated efficient communication amongst staff members by promptly delivering messages.
- Acted as main point of contact for external enquiries in person, by phone and via email.
- Acted as first point of contact for wide range of personnel.
- Prepared meeting rooms before appointments, enhancing professionalism.
- Maintained tidy reception area, creating an inviting environment for visitors.
- Handled incoming post and liaised with couriers and suppliers to ensure seamless communications.
- Provided excellent customer service for positive client relationships.
- Assisted with set up of ID card and access permissions following site security practices.
- Set up office spaces, equipment and support services for client and team meetings.
- Handled office petty cash and maintained flawless records.
- Effortlessly built rapport with visitors from various backgrounds.
- Managed calendars, strategically scheduling appointments to maximise availability.
- Received payments for [Product or service] and updated balances in computer.
- Balanced demanding workload and juggled multiple priorities in calm and methodical manner to maintain productivity even in peak periods.
- Managed reception area, ensuring high presentation standards at all times.
- Optimised office procedures through effective use of IT systems.
- Managed appointment scheduling, resulting in an organised workflow.
- Supported department heads by coordinating internal meetings and events.
- Maintained visitor logs meticulously, aiding in security management.
- Assisted in maintaining security by issuing, checking and collecting badges as necessary.
- Managed office calendar, set new appointments and assisted with arrangements.
Telephone switchboard operator
NHS
Leeds, WYKS
11.2019 - 05.2021
- Demonstrated proficiency in using telephone switchboard for effective call handling.
- Amplified team efficiency by promptly forwarding important messages to relevant personnel.
- Utilised abilities in [Type] problem solving to effectively handle [Type] complaints.
- Trained and supported [Number]+ new team members to guarantee department productivity.
- Managed high volume of inbound calls, ensuring efficient service delivery.
- Received and actioned incoming [Type] calls, ascertaining necessary information to process call effectively.
- Monitored alarm system regularly, ensuring prompt action during emergencies.
- Handled emergency procedures for quick evacuation instructions dissemination.
- Planned and directed medical dispatch to achieve fastest response times.
- Addressed client queries effectively, enhancing overall customer satisfaction levels.
- Recorded and relayed accurate information about emergency situations.
- Made connections for outgoing calls to facilitate prompt communications.
- Advised emergency callers on action to minimise further risk.
- Prioritised tasks effectively during peak hours for optimum performance.
- Swiftly answered [Number] incoming calls per [Timeframe].
- Utilised paging system to deliver company-wide messages for guests and employees.
Stop smoking specialist
Leeds PCT
Leeds, WYKS
05.2005 - 03.2015
- Shared medical information with other healthcare users to provide continuity of care.
- Communicated with multidisciplinary teams to coordinate and carry out daily activities.
- Improved patient health by delivering personalised stop smoking programmes.
- Signposted further resources and referred service users to specialised services.
- Maintained high cleanliness and hygiene standards within clinical environment.
- Interviewed and examined patients to understand nature of medical situations.
- Followed clinical guidelines to minimise risk and maintain high standards.
- Advocated for smokers' rights within healthcare system whilst maintaining focus on cessation goals.
- Facilitated group therapy sessions, fostering a supportive environment.
- Coordinated community outreach events promoting benefits of living smoke-free lives.
- Delivered empathetic counselling sessions to alleviate anxiety around quitting smoking.
- Provided emotional support to patients throughout their journey.
- Used medical record-keeping systems to locate, disclose and file data safely and securely.
- Advised on use and effectiveness of healthcare products, supplements and medications.
- Incorporated mindfulness practices into treatment plans, reducing stress levels amongst clients.
- Collaborated with medical teams to provide comprehensive care for patients.
- Educated service users on healthy habits and lifestyle changes to minimise risk of developing [Type] conditions.
- Utilised cognitive behavioural therapy techniques to address underlying issues related to addiction.
- Monitored patient progress at periodic intervals throughout treatment plans.
- Worked closely with families, educating them about importance of their support during the quitting process.
- Provided information about prevention and treatment options, treatment adherence and personal behaviours affecting outcomes.
- Aligned therapeutic approaches with patient's lifestyle changes for successful outcomes.
- Maintained sufficient equipment and resources to carry out daily activities.
- Kept up-to-date records outlining patients' health status and response to treatment.
- Performed basic clinical procedures to administer diagnostic tests.
- Monitored patient progress, ensuring consistent engagement in the programme.
- Developed bespoke quit plans for individual client needs.
- Liaised with healthcare providers to discuss patient treatment plans.
- Equipped clients with coping strategies for withdrawal symptoms, enhancing recovery chances.
- Streamlined administrative tasks, improving clinic efficiency.
Education
Bachelor of Arts - Joint Honours International Relations/German Literature
Leeds University
Leeds 09.2004 - 07.2007
Abitur german eq to A Levels - Math , English, History, Politics and Philosophy
Leibniz Gymnasium
Düsseldorf 09.1981 - 05.1991
Skills
- Decision making
- Critical-thinking
- Internet-savvy
- Persuasive communication expertise
- Telephone etiquette
- Interpersonal communication
- Communication finesse
- Customer database administration
- Communication proficiency
- Stock replenishment
- Client Relationship Management
Affiliations
- Walking, Reading, dancing
Languages
German
Native
French
Intermediate
References
References available upon request.
Timeline
German Account Manager
EuroplusDirect/Support Warehouse
09.2024 - Current
Facilities manager
Colliers Int
09.2023 - 08.2024
Front of house receptionist
Huntress Agency various Positions eg Airedale AC
05.2022 - 05.2023
Telephone switchboard operator
NHS
11.2019 - 05.2021
Stop smoking specialist
Leeds PCT
05.2005 - 03.2015
Bachelor of Arts - Joint Honours International Relations/German Literature
Leeds University
09.2004 - 07.2007
Abitur german eq to A Levels - Math , English, History, Politics and Philosophy
Leibniz Gymnasium
09.1981 - 05.1991
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