TRACY HELMERS
Waltham Cross
Summary
I am an experienced professional with expertise in systems and platforms, including Zendesk, case management systems, fulfilment systems, payment systems, and payment gateways. Proficient in Microsoft Office and creative tools such as Adobe Lightroom, Photoshop, InDesign, and Final Cut Pro. Demonstrates strong customer service skills through telephone support, live chat, email support, complaints handling, sales strategies, rapport building, and SLA management. Committed to leveraging technical skills and customer service strengths to drive business success and enhance client satisfaction.
Overview
13
13
years of professional experience
Work history
Bilingual Customer Relations Representative
OpenTable
Remote
06.2022 - 03.2024
- Acted as the first point of contact for restaurant partners, providing professional support across phone, email and live chat.
- Assisted restaurant clients with software set-up, account management and day-to-day platform queries.
- Resolved customer and partner enquiries using case management, fulfilment, payment and payment gateway systems.
- Delivered clear bilingual support in English and German while maintaining a calm, helpful and solutions-focused approach.
Bilingual Inbound Customer Support Advisor
Cmi2i
Remote
01.2022 - 03.2023
- Supported shareholders via phone and email, providing accurate information in both German and English.
- Adapted communication style to different customer personalities and needs while maintaining professionalism.
- Used scripted guidance as a foundation while confidently building rapport and personalising conversations.
Bilingual Consumer Relations Representative
Deckers Brands
London
08.2020 - 01.2021
- Managed customer enquiries across phone, email and live chat while maintaining a high standard of service.
- Handled high volumes of customer contact within SLA targets and followed processes accurately.
- Processed phone sales and financial transactions in line with company procedures and performance targets.
Bilingual Consumer Relations Representative
Deckers Brands
London
07.2018 - 12.2018
- Provided customer support across phone, email and live chat for a busy consumer relations department.
- Used multiple platforms including CRM, fulfilment and payment systems to resolve queries efficiently.
- Supported customers with orders, transactions, product information and post-purchase enquiries.
Bilingual Customer Experience Stylist
AllSaints Retail Ltd
London
12.2013 - 06.2018
- Delivered a luxury customer experience across phone, social media, email, SMS and other digital channels.
- Managed a high volume of daily customer contacts within SLA targets in a fast-paced office environment.
- Processed phone sales, handled financial transactions and provided expert product knowledge to customers.
- Liaised with internal departments and business partners to resolve customer issues and improve outcomes.
Graphic Designer
umixx GmbH
Essen
12.2012 - 11.2013
- Designed and developed layouts including logos, print materials, website assets and marketing documents.
- Supported project work, research activities and the development of creative concepts.
Student Associate - Human Resources
Yum! Brands
Dusseldorf
07.2012 - 11.2012
- Supported HR project work, database maintenance, inbox management, reception duties and document translation.
- Processed incoming and outgoing mail and supported general administrative tasks.
Retail Assistant
Sidestep
Essen
07.2011 - 06.2012
- Welcomed customers, provided product advice, processed payments and contributed to daily store operations.
- Helped customers make confident selections by offering suggestions and product information.
Quality Control Inspector
Daimler AG
Bremen
01.2011 - 06.2011
- Inspected car parts for defects and checked for deviations from required specifications.
Education
Bachelor of Arts - Psychosocial Studies
University of East London
UK 10/2024 -
Beauty Therapy -
LCBT
UK 02/2021 - 10/2021
A-Levels -
Gymnasiale Oberstufe der SZ Walle
Germany 08/2008 - 06/2011
Skills
- Systems & Platforms: Zendesk, case management systems, fulfilment systems, payment systems and payment gateways
- Office & Creative: Microsoft Office, Adobe Lightroom, Adobe Photoshop, Adobe InDesign and Final Cut Pro
- Customer Service Strengths: Telephone support, live chat, email support, complaints, sales, rapport building and SLA management
Languages
English
Fluent
German
Native
Twi
Fluent
Career Break
I took a planned career break following maternity leave to focus on childcare responsibilities. Now that my youngest child is in full-time nursery, I am fully available and ready to return to full-time work.
Timeline
Bilingual Customer Relations Representative
OpenTable
06.2022 - 03.2024
Bilingual Inbound Customer Support Advisor
Cmi2i
01.2022 - 03.2023
Bilingual Consumer Relations Representative
Deckers Brands
08.2020 - 01.2021
Bilingual Consumer Relations Representative
Deckers Brands
07.2018 - 12.2018
Bilingual Customer Experience Stylist
AllSaints Retail Ltd
12.2013 - 06.2018
Graphic Designer
umixx GmbH
12.2012 - 11.2013
Student Associate - Human Resources
Yum! Brands
07.2012 - 11.2012
Retail Assistant
Sidestep
07.2011 - 06.2012
Quality Control Inspector
Daimler AG
01.2011 - 06.2011
Bachelor of Arts - Psychosocial Studies
University of East London
10/2024 -
Beauty Therapy -
LCBT
02/2021 - 10/2021
A-Levels -
Gymnasiale Oberstufe der SZ Walle
08/2008 - 06/2011