Cologne, North Rhine-Westphalia, Germany
- Improved Call Center KPIs: Conversion rate from 23% to an average of 35%; accessibility rate from 89% to an average of 98% and dropout rate from 7% to an average of under 3% - Assured occupancy rate on group tours above 85% - Managed the customer support center as well as escalation handling including budget responsibility and execution of trainings and incentives - Managed and maintained relationship to important accounts - Implemented a wiki which was fundament of all service and operations handlings - Prepared and executed constant training courses for the service team
- Implemented Tableau Software as the company’s business intelligence tool as well as being key contact person for internal support and training courses - Managed strategic projects and implemented a CRM system - Reported and presented relevant data to the managing directors and investors - Created and maintained data dashboards and reports for various departments which included most important KPIs for decision making - Analyzed and aggregated financial performance of departments - Conducted ad hoc reports and market research - Prepared concepts, principles and improvement proposals - Elaborated company’s strategic profile in the process of selling the company - Supported managing directors in their daily business
- Realized the project “Agent clustering market Switzerland“ including development of an excel toolbox to serve the identified clusters - Analyzed status quo of association customer segment in cooperation with the legal and marketing department - Planned, coordinated and implemented sales activities - Represented SWISS and Lufthansa Group at sales events and trade fairs - Maintained and updated leisure sales tools and presentations - Reported and executed data analysis and negotiated contracts in cooperation with sales executives - Handled B2B customer requests via e-mail and phone
- Acted as Key Account Manager - Acquired new business partners - Established revenue statistics and derived measures to enhance business - Prepared deal proposals and portfolios for B2B partners - Bachelor thesis: “Prospects of market entry and determining parameters of success for an innovative train travel website”
- Performed professional guest service within the standards of “Leading Hotels of the World” - Prepared and executed events at the hotel such as conventions and fairs - Managed own service area and throughout regular business as well as events - Acted as Guest Relation Manager