Germany
An experienced customer service leader with 15+ years driving transformation and excellence across global operations. I’ve repeatedly built and scaled high-performance teams (up to 100+ FTEs, multi-site, multi-channel) in complex, fast-growth and regulated environments (MedTech, Energy, E‑Commerce). Key successes: Transformed sonnen’s Customer Service into a scalable, process-driven organization - reached 95% contactability, lifted SLA 90/90 from ~28% to 78% and cut down backlog significantly. Led international teams for Penumbra (100+ FTE) across EMEA—oversaw center relocations, role transfers, and service standard harmonization. At Leica Biosystems, aligned Customer Service processes across DACH, EE, CIS, MEA, and LATAM -boosted efficiency with Kaizen and streamlined order-to-service operations. I excel at structuring service delivery with clear KPIs, QMS, OKRs, and training infrastructures, driving quality via lean principles and transformational tech (CRM/ERP integration, automation, self-service). A collaborative partner to cross-functional leadership—Sales, Product, IT—to elevate CX and embed Service Excellence as a growth lever. Let’s discuss how I help service organizations scale their performance, improve customer loyalty, and accelerate business impact.
- Lead the transformation and harmonization of Customer Service across key European countries (DE, NL, UK). - Implement a pan-European CS strategy aligned with global business goals. - Standardize processes, tools and KPIs to ensure consistent service quality while respecting local regulatory needs. - Drive digitalization of CS through rollout and adoption of new self-service and order-management platforms. - Improve operational performance via automation, KPI-driven management, and continuous process optimization. - Build and develop multinational CS teams; strengthen leadership capability and cross-country collaboration. - Establish unified SLAs, performance dashboards and daily management routines. - Coordinate closely with Sales, Supply Chain, Quality, IT and Product teams to enhance customer and distributor experience. - Use data insights to reduce root causes, increase efficiency and strengthen partner loyalty. Manage country rollouts, training and onboarding to secure acceptance and long-term adoption of new standards.
Leading a multi-site Customer Care organization across Berlin & Turin. Driving digital service transformation—ERP-to-GHX integration, enhanced KPI dashboards.
built & led a Service org of 100+ people (4 team leads + field) and 2 BPO partners in DACH. led “5 Star Customer Care” initiative, improved reachability to 95%, and lifted 90/90 SLA from ~28% to ~78%, while reducing backlog. partnered with Sales, Product, IT, Global Service to optimize the end-to-end Customer Journey. used OKR-based agile methods, implemented QMS, a scalable training program, knowledge base, skill matrix, and CLM systems—driving continuous improvement and efficiency gains.
Headed Service & Order Fulfillment across DACH, Eastern Europe, CIS, India, MEA, LATAM (16 staff). Implemented Kaizen-driven process improvements—reduced order-to-delivery lead times by ~15%. Ensured compliance with trade, export & customs regulations. Standardized global service operations and forecasting—upsupporting regional strategy.
• Management of the Customer Care-Department for DACH and Eastern Europe • Responsible for the order-entry process, arrangement of shipping, installation and invoicing, in line with the companies´ revenue recognition policy • Developing and Implementing KPIs for the Department to monitor the daily business and act on countermeasures, where necessary • Report of the incoming order level and forecast of the achievable revenue vs. forecast • Development of the team and individual team-members towards a self-reliant workstyle • Roll-out of a successful Continuous Improvement Process • Driving the Digitalization of the Customer Care Department in DACH/EE • Coaching and mentoring of employees from other departments
AbeBooks, an Amazon company, is an online marketplace for books and a remarkable place to work. Millions of new, used, rare and out-of-print books are offered for sale through the AbeBooks websites from thousands of booksellers around the world. We helped to revolutionize the used book business. AbeBooks became a subsidiary of Amazon.com Inc. after being acquired in December 2008. Our mission is to help people find and buy any book from any bookseller and our business stretches around the world with six international sites — AbeBooks.com, AbeBooks.co.uk, AbeBooks.de, AbeBooks.fr, AbeBooks.it, and IberLibro.com, as well as ZVAB.com, a marketplace for German books. • Management of CS Europe (Düsseldorf) with responsibility for DE, ESP, FR, IT, UK and for the support of CS North America (Victoria/Canada). • Responsibility for 11 international employees. Coaching and planning of development activities and recruitment of new employees. • Planning and implementing KPI´s and benchmarks for the Service- and Quality-Levels in Customer Service. Controlling and (where required) executing activities to keep or achieve the benchmarks. • Standardization and alignment of processes, trainings and reports within CS Europe as well as between CS Europe and CS North America. • Developing reports for the executive management and improving the used reports, statistics and metrics. • Project-Management and Design of change processes on team- and department-level. AbeBooks Inc. is a subsidiary of Amazon.com, Inc. AbeBooks, an online bookselling pioneer, was acquired in December 2008 and remains a stand-alone operation with headquarters in Victoria, British Columbia, Canada, and a European office in Dusseldorf, Germany.