Cologne, North Rhine-Westphalia, Germany
📈 I turn customer data into clear business decisions. Currently, I bridge Customer Experience, Data Analytics, and Digital Product to improve customer satisfaction across multiple services. 🧭 My focus: • Translating complex data into actionable insights • Identifying key drivers of customer satisfaction (RCA, behavioral analysis) • Building scalable reporting solutions (Tableau, Snowflake) • Connecting systems like Salesforce & Genesys to enable data-driven decision-making • Driving continuous optimization of customer journeys 📌 What sets me apart is the combination of: • Strong business understanding • Hands-on data expertise • Deep customer-centric thinking 🤝🏼 Let’s connect if you’re working on data-driven products, customer intelligence, or digital transformation
• Designed and optimized end-to-end customer experiences across 6 services, improving overall customer satisfaction. • Built and scaled data-driven reporting infrastructure using Tableau and Snowflake to enable company-wide transparency. • Integrated and structured data from Salesforce and Genesys into the data warehouse for advanced analytics. • Conducted root cause analyses (RCA) to identify key drivers of customer satisfaction and operational inefficiencies. • Translated customer feedback into actionable recommendations and influenced cross-functional stakeholders. • Developed scalable data models and reporting structures for long-term analytics capabilities. • Owned and optimized key customer touchpoints such as contact forms and service interfaces. • Designed and implemented customer satisfaction surveys and feedback systems. Key Strengths: Data-driven decision making • Customer Insights • Stakeholder Management • Analytic
• Development and expansion of the OBI customer service in the international environment (CZ,SK,HU) • Participation in international X-Channel rollouts to the Czech Republic and Slovakia as well as to Hungary • Adaptation of national customer care processes and methods to international local requirements and implementation of these in cooperation with local sparring partners • KPI based management of international service providers • Development and creation of customer care KPI reports • Implementation of a customer engagement platform for transactional customer communication (e-mail)