Sevda Stellner

Senior Customer Service & Debt Collection Specialist with 8+ years of experience supporting German-speaking (DACH) customers, primarily through written channels — email, live chat, and messaging — alongside phone support. Skilled in complaint management, payment negotiation, and de-escalating difficult conversations in writing. Long-standing remote work track record with a consistent history of meeting and exceeding KPI and quality targets, plus experience coordinating and training a small team.

Seeking a fully remote role focused on email, chat, or SMS support.

Senior Debt Collection Specialist & Team Coordinator - Novum Bank Limited - remote

(2017-01)

• Manage the full debt collection process for the bank's Austrian customer portfolio
• Handle the majority of customer contact in writing — email and live chat — with phone support as needed
• Negotiate payment agreements and individually tailored solutions with customers in arrears
• Coordinate a three-person team; support and train new (remote) employees
• Consistently achieve and exceed KPI and quality targets

Accounts Receivable & Billing - Gehrer AG

(2025-01 - 2025-01)

• Created outgoing invoices and managed receivables
• Posted incoming payments; generated passwords for security boxes

Senior Call Center Agent - Yoummday GmbH - remote

(2020-01 - 2024-12)

• Customer service for the telecom brands O2 and Ay Yildiz
• Resolved contract, tariff, and billing inquiries via written and phone support

Customer Service Agent - ALDI TALK

(2020-01 - 2023-12)

• Supported mobile customers with SIM cards, tariffs, and number portability
• Processed service and billing inquiries

M.Sc. - Industrial Engineering for Oil & Gas (Management) - Azerbaijan State Oil Academy

B.Sc. - Civil Engineering for Oil & Gas - Azerbaijan State Oil Academy

Certified Clerk - Freight Forwarding & Logistics Services - Spedition Bode GmbH & Co. KG