Марина

MARYNA ANIKINA
German-speaking Customer Support / Sales Support / Account Coordinator
Location: Ukraine (open to remote work across Europe)
Relocation interest: Germany / Austria / Netherlands / Luxembourg / Switzerland

PROFESSIONAL SUMMARY
Customer Support & Sales professional with 6+ years of experience in e-commerce and customer-facing
roles. Strong background in CRM systems, order management, customer consulting, and handling
complex client cases. Experienced in working with the full customer lifecycle: from first contact and sales
support to after-sales service and returns. German-speaking (B1–B2), focused on DACH market roles and
international European companies.

CORE SKILLS
- Customer Support (voice, chat, email)
- Sales Support & Cross-selling
- CRM systems & ticket management
- Order processing & delivery tracking
- Returns & complaints handling
- Customer retention & satisfaction
- Coordination with warehouse & suppliers
- Reporting & documentation
- Time management & prioritization

PROFESSIONAL EXPERIENCE

Online Store Multishop.in.ua — Customer Support / E-commerce Manager September 2015
– February 2025
- Consulted customers via phone, chat, and email regarding products, orders, and deliveries
- Processed orders and monitored delivery status throughout the full order lifecycle
- Handled returns, refunds, and customer feedback, including complex and escalated cases
- Worked daily with CRM systems to manage customer requests and internal workflows
- Coordinated customer requests between technical specialists and sales teams
- Updated website content and ensured accuracy of product information
- Collected customer demand insights to support assortment expansion
- Supported sales activities by recommending additional products and services

Online Store Multishop.in.ua — Customer Support Specialist
September 2010 – September 2015
- Provided customer consultations and technical support
- Managed customer inquiries and complaints
- Assisted with order creation and post-sales service
- Maintained internal reporting and documentation

EDUCATION
Institute of Entrepreneurship and Modern Technologies (IPST), Zhytomyr
Bachelor’s Degree in Economics (Economic Cybernetics)
2000 – 2005

LANGUAGES
German – B1/B2 (certificate available)
English – A1 (basic)
Ukrainian – Native
Russian – Fluent

TECHNICAL SKILLS
MS Office (Word, Excel)
CRM systems
E-commerce platforms

ADDITIONAL INFORMATION
Strong communication skills
Customer-oriented mindset
Adaptable and reliable team player
Experienced in working under pressure and with demanding customers