Mehrasa Mehrouz

Over the years, I have developed a strong ability to engage effectively with guests and customers, ensuring their satisfaction while leading teams with both efficiency and focus. My organizational skills, multitasking abilities, and dedication to delivering high-quality results have been key to my success. I am passionate about my work and always remain focused on meeting deadlines and schedules.

Additionally, my proficiency in German, Turkish, Farsi, and Azeri allows me to connect with a diverse range of individuals. With experience as a Customer Service Representative, Personal Assistant, and Event Supervisor, I am confident that I can make valuable contributions to any team.

EML Payments, United Kingdom, Customer Service Representative – German Speaking, June 2023 – present

Responsibilities

• Provide a friendly and professional welcome to all customers, presenting a positive impression of myself and the organization.
• Client focused ethos with the ability to interact across all management levels
• Respond to customer inquiries and provide information about a full range of products and services.
• Resolving issues and troubleshooting technical problems.
• Act as a key point of contact and
• Ensure that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant department.
• Manage and protect customer information, including sensitive financial information, in accordance with relevant legislation.
• Follow organizations internal operating procedures.

Responsibilities

• Answering questions about a company´s products or services 
• Processing orders and transactions.
• Resolving issues and troubleshooting technical problems.
• Delivering information about a company's offerings.
• Providing proactive customer outreach.
• Handling customer complaints.
• Collecting and analysing customer feedback.

Responsibilities

• Provided the highest level of customer service during interpreting sessions.
• Assisted the manager with the administrative duties and provided general support to visitors.
• Followed ethical codes that protect the confidentiality of information.
• Provided accurate and completed over-the-phone consecutive interpretation in English and targeted language.
• Communicated effectively with clients to establish scope and requirements of translation and provided marketing advice. 
• Cultural and Linguistic Services (translation) in respect of Middle East nations (including Turkey) and Germany.
• Communicated effectively with clients to establish scope and requirements of translation. 

Responsibilities 

• Provided bilingual interpretation services for public sectors such as schools, hospitals, councils and immigration centres and worked as per protocols.
• Interpreted and translated conversations and oral instructions 
• Complied with established interpreter ethics and followed data confidentiality policy, as applicable.
• Interacted with and interpreted for clients from different socio-cultural and economic backgrounds
• Managed and provided consecutive and first-person interpretation over the phone.

Responsibilities

• Managed the sales team, providing on the job training and motivating them. 
• Communicated and assisted customers ensuring highest standards of customer service provided. 
• Maintained very high merchandising standards. Analyzed sales statistics and determined sales potential & inventory requirements. 
• Resolved all client problems and complaints quickly and efficiently.
• Organized promotional events to increase sales.

Responsibilities

• Marketed products by developing and implementing marketing and advertising campaigns; tracking sales data; maintaining promotional materials inventory; planning meetings and trade shows; maintaining databases; preparing reports. 
• Maximised profits through developing sales strategies that match customer requirements and by promoting products, services or ideas. 
• Coordinated leaflet drops.
• Tracked product line sales and costs by analysing and entering sales, expense, and new business data.

Responsibilities

• Assisted with Human Resource functions. 
• Handled all administrative responsibilities during on-boarding process recruitment, training, and hiring.
• Performed various recruiting activities including job postings, talent sourcing, resumes screening, pre-screen interviews, and reference verification.
• Worked daily with leadership team to evaluate applicants by discussing job requirements and applicants' qualifications.
• Communicated new product development to prospective clients.
• Planned and prepared presentations.

Responsibilities

• Managed interview scheduling, confirmed availability of interviewers and interviewees, set up meetings, secured meeting spaces.
• Performed reference checks for candidates during the final interview stage.
• Created, posted, and removed job ads in a timely manner on both external and internal job board sites as needed.
• Maintained reports on various activities such as employee training and career progression. Collected, analysed and presented data in a variety of formats.
• Performed various recruiting activities including job postings, talent sourcing, resumes screening, pre-screen interviews, and reference verification.
• Attended exhibitions and networking meetings. 

Responsibilities

• Organised and Managed Events and meetings while working closely with other hotel departments.
• Ensured all venues in which events will be held are set up in a timely manner with the correct furniture, equipment and catering stations, as requested by client.
• Greeted incoming guests and ensured clients are supported throughout their event with any last minute changes.
• Assisted clients to prepare their presentations.
• Worked in conjunction with Event Manager to act as first point of contact in the absence of the manager.
• Assisted and directed the team to ensure a high level of service is executed.

Responsibilities

• Provided general support to visitors, organized and scheduled meetings, and events.
• Booked / arranged meetings, answered incoming calls/inquiries, managed filing, tracked stocks of office supplies and placed orders when necessary.
• Coordinated office activities and operations to ensure efficiency and compliance to company policies. 
• Provided assistance for the chairman and Business Development Manager and his team.
• Planned events and large formal affairs. Coordinated with caterers, florists, decorations, entertainers, servers and other vendor to ensure alignment with the client specifications and seamless execution of events.

Responsibilities

• First point of contact for all enquiries
• Provided assistance to General Manager and the shareholders.
• Handled incoming calls/enquiries and supported in solving problems.
• Managed diaries and organising meetings and appointments.
• Co-ordinated with all level of general staff trainee – job placement. 
• Successfully interacted with customers and retail buyers to expedite orders.
• Guaranteed positive customers experiences and resolve customer complaints.
• Managed quality communication, customer support and product representation for each client.

• Bachelor of Science; Tourism and Hotel Management, Bilkent University, Ankara Turkey, 2005 
• Alman Lisesi - German School, Istanbul Turkey, 1998