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Zuviel des Guten ist wundervoll

zuletzt online vor wenigen Stunden
  • 100€/Stunde
  • 10317 Berlin
  • Weltweit
  • de  |  en
  • 14.11.2024

Kurzvorstellung

15 years experience in Customer Service | Customer Success | Operations | building and developing successful Customer Service departments

Qualifikationen

  • Business Analysis
  • Business Development4 J.
  • Leiter Kundendienst4 J.
  • User Experience Designer5 J.

Projekt‐ & Berufserfahrung

Business Analyst
SIV.AG, Rostock
4/2024 – offen (8 Monate)
IT & Entwicklung
Tätigkeitszeitraum

4/2024 – offen

Tätigkeitsbeschreibung

Project Management:

Created and maintained a RACI matrix to clearly define responsibilities within data migration processes.
Conducted a detailed vulnerability analysis of data migration to identify optimization potential and mitigate risks.
Developed a comprehensive health check to assess the current status of data migration, ensuring process efficiency and effectiveness.
Performed competitive analyses to identify best practices and optimization opportunities.
Provided well-founded decision-making support for management to assist in strategic and operational decisions.

Workshops and Innovation Promotion:

Designed an innovation workshop on "Data Import."
Created a mind map to conceptualize a "Migration of the Future."

AI and Automation Projects:

Developed and collaborated on an AI project for data migration with an external service provider.
Developed and collaborated on an automation project for data migration with an external service provider.

Data Analysis and Troubleshooting:

Developed custom Python AI scripts for process mining and text mining for analysis and error evaluation.
Analyzed log files for error evaluation.
Performed root cause analysis on Jira tickets.
Visualized and analyzed manual activities in programming, as well as in the analysis and transformation of data.

Eingesetzte Qualifikationen

Business Analysis

Consultant Customer Service Solutions
T-Systems MMS, Berlin
1/2023 – 6/2023 (6 Monate)
IT & Entwicklung
Tätigkeitszeitraum

1/2023 – 6/2023

Tätigkeitsbeschreibung

MMS is the Multimedia Consulting Branch of Deutsche Telekom
● Triggered two reseller partnerships, including sales training

Eingesetzte Qualifikationen

Business Development

Customer Service Consultant
Kundenname anonymisiert, Berlin
1/2022 – 12/2022 (1 Jahr)
Dienstleistungsbranche
Tätigkeitszeitraum

1/2022 – 12/2022

Tätigkeitsbeschreibung

Customer Service Consulting for undisclosed projects in Retail and Health
● Developed concepts with clients for successful customer service strategies
● Detected and eliminated the most relevant root causes for the clients

Eingesetzte Qualifikationen

User Experience Designer

Head Of Customer Service (Festanstellung)
OptioPay Group, Berlin
11/2019 – 3/2022 (2 Jahre, 5 Monate)
Finanzdienstleister
Tätigkeitszeitraum

11/2019 – 3/2022

Tätigkeitsbeschreibung

OptioPay is licensed EU PSD2 Fintech company offering unique Solutions.

Highlights:
● Servant leadership for an employee-centred, open and positive culture
● Reduction of support response and solution time of 84% and at the same time increase team productivity
● First Resolution Rate 82,4%
● Increase of customer satisfaction by 13,51%
● Customer Support Profit Center:
● Churn-rate reduction by 6%
● CS Ramp-Up of 4,89% of company revenue
● Lead generation for partner banks: 28,75%

Departmental management and strategy, project management:
● Strategic and administrative management of the Customer Service DACH, Netherlands and France.
● Planning and implementation of a new customer service strategy (and associated KPIs) to achieve service quality improvements
● Internal and external service level agreements on B2B and B2C level
● Development and implementation of guidelines, manuals and text modules for customer service agents
● Process improvements, process development and process implementations
● Controlling of external call centres for Netherland and France
● Setting up and implementation end-to-end processes with Accounting, Operations, Sales, Product, Engineering and Customer Service in the context of error handling, escalation cases, refunds and voucher stock handling
● Establishment of a new self-service solution

Change management:
● Planning and implementation of end-customer-centric measures to track and share customer data and feedback, as well as -feedback and associated product and process improvement proposals
● Development and implementation of a complex tracking matrix of different B2B requirements for banks, local merchants, benefit programmes
● NPS customer feedback
● Development and implementation of a new report for analysis, decision making and product development
● CRM improvements

Eingesetzte Qualifikationen

Leiter Kundendienst, User Experience Designer, Business Development

Head Of Customer Support (Festanstellung)
Digitalprojekt 2 GmbH - Wir von Hier, Berlin
6/2017 – 5/2019 (2 Jahre)
IT & Entwicklung
Tätigkeitszeitraum

6/2017 – 5/2019

Tätigkeitsbeschreibung

EWE Venture: “Wir von Hier” was a social media network connecting neighbors and local businesses by organizing communities and regional events.

● Strategic and administrative management of the Customer Service department and the Community Management DACH region & Spain
● Planning, implementation and controlling of a holistic customer engagement & support strategy including definition of KPIs and OKRs from the scratch
● Obtained crucial service management certification (SQS) at TÜV Rheinland (ID: 01 359 1800657)
● Evaluation and analysis of service and community engagement performance
● Implementation and optimisation of SLAs and processes
● Realisation of community events in the entire DACH region

Eingesetzte Qualifikationen

Leiter Kundendienst, User Experience Designer, Business Development

Zertifikate

Full Stack Developer
Code Institute
2023

Über mich

A seasoned Customer Support and Service Management Leader with a proven track record of establishing and optimizing high-performing support teams and customer engagement strategies across diverse markets in the DACH region, Spain, Netherlands, and France. With extensive experience in strategic planning, KPI development, and project management, I have successfully driven initiatives that enhance customer satisfaction, reduce response times, and generate revenue through effective churn management and lead generation.

My role at OptioPay Group involved creating a customer-centered culture that boosted team productivity by 84% and increased customer satisfaction by 13.5%, making Customer Support a profit center. Previously, at Digitalprojekt 2 GmbH's social platform "Wir von Hier," I managed end-to-end customer engagement and community events across regions, securing TÜV Rheinland service management certification. I am also trained in full-stack development, utilizing skills in HTML, CSS, JavaScript, and Python to develop technical solutions like AI-driven root cause analysis tools to enhance the customer experience.

Weitere Kenntnisse

Freshdesk
Confluence
Jira
Novomind
Zammad
Zendesk
Salesforce
DSGVO
AI (Artificial Intelligence)
Machine Learning

Persönliche Daten

Sprache
  • Deutsch (Muttersprache)
  • Englisch (Fließend)
Reisebereitschaft
Weltweit
Arbeitserlaubnis
  • Europäische Union
Profilaufrufe
7
Alter
40
Berufserfahrung
15 Jahre und 5 Monate (seit 06/2009)
Projektleitung
7 Jahre

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