Andreas Rudolphi

Head of Customer Service Operations @ Free2move | CRM, Process & Knowledge Management

Berlin, Berlin, Germany

About

As a seasoned professional in customer service operations, I have over 15 years of experience leading teams and managing customer service processes. My expertise lies in managing CRM systems, knowledge management, reporting, process management and partner management, which I have honed through my roles at Hertz, car2go, SHARE NOW and Free2move. I am passionate about delivering exceptional customer experiences and fostering a culture of excellence within my teams. I hold a Diplom-Ingenieur degree in Environmental Technology. I am always eager to learn new skills and explore innovative solutions to enhance customer satisfaction and operational efficiency.

Experience

  • Free2move (11 yrs 10 mos)
    • Head of Customer Service Operations
      Oct 2023 - Present · 3 yrs

    • Head of Operations
      Dec 2014 - Present · 11 yrs 10 mos

  • SHARE NOW (3 yrs 10 mos)
    • Team Lead CX - Customer Service Operations EU
      Feb 2023 - Oct 2023 · 9 mos

      Partnermanagement Qualitäts Management Training Knowledge Management System and Reporting

    • Operations Team Lead
      Feb 2023 - Oct 2023 · 9 mos

    • Manager Systeme, Knowledge und Reporting Customer Service Europe
      Jan 2020 - Feb 2023 · 3 yrs 2 mos

  • Manager Partner, Systeme und Prozesse Customer Service Europe at car2go Group GmbH
    Dec 2014 - Dec 2019 · 5 yrs 1 mo

    Partnermanager 1st Level Partner System Admin Customer Contact Management Tool Reporting Customer Service

  • Manager System Services at car2go GmbH
    Dec 2014 - Dec 2019 · 5 yrs 1 mo

  • Nordex Energy GmbH (6 mos)
    • Team Lead
      Jun 2014 - Nov 2014 · 6 mos

    • Teamleader Remote Monitoring
      Jun 2014 - Oct 2014 · 5 mos

      • Disziplinarische und fachliche Leitung eines Teams von 15 Mitarbeitern • Überwachung der Qualität und Effizienz des Teams • Definition der relevanten KPIs zur Überwachung der Leistung des Teams • Mitarbeiterentwicklung • Erarbeitung und Optimierung des Schichtplanes • Zusammenarbeit mit Länderorganisationen • Weiterentwicklung der Prozesse, Tools, Verfahren zur Leistungs- und Produktivitätssteigerung • Ausarbeitung von Analysen und Übernahme von Sonderaufgaben