2021 -
Personio GmbH
Professional Customer Solutions Manager
- Professional for the Specialised Apps Team: highest instance for escalations on Apps related issues, handling around 60 requests/week
- Part of the Immediate Incident Management Team in Customer Experience: Creating incident via Datadog, updating company status pages via Atlassian, coordinating customer communications via Zendesk and Stonly (in-app) and serving as a communications hub between product & engineering, legal & CX departments for all confirmed and suspected incidents
- Member of the Premium Support Team: specialised team trusted with most valuable customers, generating extra profit (turning Support into a profit generating department)
- Daily challenges consist of continued every day support for our most valued customers, and providing tailored support solutions for escalating client relations outside of pre-defined solution paths
- Partner Management for all issues regarding job promotions on external platforms: Handling escalations on promotion based issues with a volume of >32 million euros
- Responsible for all Jira bug tickets opened to engineering: minimised Time-to-Resolve by 20% by standardising processes
- Received multiple promotions (Customer Service Manager > Customer Service Manager 2nd Level > Prof. Customer Solutions Manager and Awards (CX Quality Hero, Company Wide Champion - Be Diligent, CX Champion - Feedback, CX Champion - Customer Advocacy)
2019
StepStone Deutschland GmbH
Customer Success Consultant
- Consulting for media agencies: responsible for 25 agencies with a total turnover of 18.5 million euros
- 1st level support and incident management for XML and FTP interfaces: Monitoring of 18 feeds
- First point of contact for setting up XML feeds, coordination until completion
- Ensuring compliance with quality standards and processes: Daily ~80 tickets in claim management
2016
Amazon Services Deutschland GmbH
Technical Support Advisor
- Technical responsibility for an onboarding team in account management for Amazon Seller Services: 12 curious minds, 45 requests per day
- 1st level incident management, prioritization and categorization for high level tech support: on average 5 “critical actions” per week
- Planning, implementation and evaluation of training measures
- Member of the Steering Committee of glamazon Germany: mediation & assistance in challenging situations (trusted person)
2014
Capita Customer Services AG
Social Media - Assistant Team Lead
- Social media support (twitter, facebook) for Vodafone Germany - prioritization, solution finding, forwarding of important tickets: over 480 actions/day
- Assistance tasks for the team leader - preparation and analysis of KPI reports
- Contact person for system and process difficulties, initial evaluation before forwarding incident reports to specialists
- Development of individual response strategies according to daily events
2012
Ogilvy & Mather Germany GmbH
Human Resources Assistant
- Applicant and internship management (pre-selection, coordination, recruitment and follow-up in coordination with the creative leads): 14 candidates recruited
- Management of the personnel database: administration of ~105 data records
- Expansion of the university network, organization of joint events
2010
Apple Retail Germany GmbH
Genius Bar Specialist
- Contact person for the in-house time & scheduling software: 11% more capacity created through effective pre-selection of customer concerns
- Optimization of in-house repairs (Macs & iOS devices): 15% less idle time due to expansion in the area of “same day” repairs
- Taking on escalating customer issues
Coordination of colleagues as “On Point”: checking in customers, categorization, handling assignment of 8 colleagues for an optimal customer experience
