Zuviel des Guten ist wundervoll

11/2019 – 3/2022

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

Leiter Kundendienst, User Experience Designer, Business Development

6/2017 – 5/2019

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

Leiter Kundendienst, User Experience Designer, Business Development