Oldenburg, Lower Saxony, Germany
With 8+ years of experience at EWE AG, I lead the Process, Quality & Training Management team within the consumer sales unit, focusing on delivering seamless omni-channel sales and order processes. My expertise spans consumer sales in energy commodities, renewables, and telecommunications, leveraging innovation and IT management to enhance customer experiences. Driven by a commitment to operational excellence and customer satisfaction, I thrive on integrating advanced solutions like AI to align with organizational goals and foster a culture of efficiency and innovation. At EWE AG, I have been instrumental in optimizing sales channels, including retail, telesales, and door-to-door, through effective process design, quality management, and training initiatives. My collaborative work emphasizes the integration of advanced IT systems and innovations, ensuring streamlined operations and elevated customer satisfaction. Previously at Vodafone, I contributed to enhancing omni-channel capabilities, including contact center and telesales functionalities, showcasing a strong foundation in program management and technological implementation.
Heading the team ‘Process, Quality & Training Management’ within consumer sales unit at EWE AG to design and run highly efficient omni channel sales & order processes with great customer experience & satisfaction - Consumer sales energy (commodities, solar, heat, renewables) and telecommunication (FTTH, DSL, Mobile) - Customer Experience, Quality & Training Management, Process Design & Management, IT Management, Project Management, Innovations, artificial intelligence (AI) - All sales channels & touchpoints - Retail (Shops, PoS), D2D, Telesales (Inbound, Outbound)
Contact Center & Telesales Capabilities (Sales & Customer Service) (Inbound, Outbound, Chat, Email, Voice & Screen Recording, Analytics, IVR, NLU, Skill Routing, Reporting, Outsourcing)
Continuation of Master Studies – Economics (completed) + Project: „It's now or never - 1 year around the world" (completed)