Karlsruhe, Baden-Württemberg, Germany
Innovative and ambitious professional with extensive experience leading business operations and enhancing customer service delivery within global companies. Excellent communicator and creative problem-solver with robust approaches to driving team development, maximising operational processes, and supporting business transformation initiatives. Detail-focused, collaborative, multi-lingual, and results-driven leader, ready to engage with high-performing teams and enable company growth through implementation of advanced operational strategies and customer service optimisations.
Lead management of operations for German and UK market with 350-person team. Set strategic direction for operations processes to drive continuous improvements and establish productive working environment. Define and monitor KPIs, support recruitment, resolve internal conflict, train team of Group Managers in effective leadership, and ensure consistently high levels of quality and customer service. Lead implementation of standardised processes to enhance employee engagement with customers and foster strong relationships with key stakeholders to maintain clear line of communication across departments. Conduct in-depth business analysis to identify requirements and develop change management and demand planning strategies to support capacity growth needs. Ensure overall compliance with policies, drive performance of CS team, collaborate in global project management initiatives, contribute to business leadership meetings to support business development, and deliver consultative advice on opportunities to expand customer base, increase profitability, and streamline overall operations. Key Achievements: • Spearheaded team growth from 100 to 350 employees. • Coordinated people development program to guide Group Managers through exchange program with international call centres, resulting in advanced leadership skills and seven out of 10 participants earning promotions. • Launched employee transport system to reduce transportation costs by 30%. • Established project strategy to improve online customer experience for English speakers on company’s German site through development of employee training modules, enhanced resources to answer client queries, and translation of critical information into English. • Collaborated in global improvement projects and interacted with international teams to ensure project success. • Implemented innovative operational processes to enhance customer communication channels.
Directed 35-person customer service team of German-speaking employees to maintain quality customer engagements on amazon.de site. Implemented strategies to foster positive customer experiences, maintain company vision, and optimise operational and service delivery processes. Recruited, trained, and supervised team, monitored performance, and created productive working environment. Engaged in data management, scheduling, operational management, and quality control processes to drive team performance and achieve customer service development objectives. Resolved escalated issues, collaborated with key stakeholders, and identified problem areas to guide development of improvement strategies. Key Achievements: • Earned fast-tracked promotions from roles as CS Associate in 2010 to CS Team Lead in April 2011. • Acted as Operational Representative for business teams to understand the voice of the customer and collaborate on process and policy changes and improvements. • Headed Kaizen events to improve customer processes and enhance customer experience. • Engaged in one-year internal development program for high-performing CS Managers to advance skills to become CS Operations Managers. • Designed and implemented program to improve customer escalation processes related to refunds and replacements, resulting in reduced repeat contact volume by 99%. • Facilitated all team development training modules for three consecutive years, earning status as certified Leader of Leaders Teacher.
Led a team of 10 Customer Service Associates for amazon.de with main focus on: • Communicate and manage KPIs (quality and productivity), • Coach team members on areas of opportunities and reinforce positive behavior, • Communicate and manage changes to schedules, business changes, training needs, • Capture and manage team members attendance for correct payroll, • Facilitate Team Meetings and create a great work environment, • Support team members to acquire and develop new skills for their personal career growth, • Participate in process improvement initiatives and enabling team members to escalate systematic customer issues.
Oversaw complete project lifecycle management to develop new product solutions, generate revenue, and enhance customer service delivery within MICE industry. Drove initiatives to secure new clients and expand company position within competitive industry. Supervised and mentored interns. Created and presented proposals to customers, liaised with vendors to ensure project completion within budget, and headed complex logistics management for large-scale projects. Collaborated with numerous suppliers to identify cost-effective options, controlled inventory management, participated in industry-specific workshops to expand knowledge base, and conducted comprehensive market research to remain up-to-date with current trends. Key Achievements: • Headed exhibition coordination for key client at FIGO conference 2009 with budget of over ZAR 1M, arranged numerous seminars, workshops, and activities for over 400 guests, and led logistics management for travel and accommodation arrangements for international guests, with budget of over ZAR 1.5M. • Established innovative loyalty concepts with budget of ZAR 3M for premium sponsor of FIFA World Cup 2010. • Coordinated development of numerous customer packages at regional locations, including charter flights for over 100 guests to destinations across Southern Africa.
Part-time work & Final thesis “Corporate Social Responsibility: Analysis of existing CSR projects and development of a business model in regards to the FIFA World Cup 2010 in South Africa” Duties: - Development of a Corporate Social Responsibility concept - Development of an entertainment concept together with Freshlyground for the VIP area within the FIFA World Cup 2010 stadiums - Preparation & creation of tender presentations - Research of locations for future projects - Knowledge Management - Execution of ad-hoc duties
Part-time job/Internship in the retail industry with inside into the accounting-, human resources-, purchasing & sales departments