Heidi Roeken

Head of Customer Experience at Onto
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Contact Information
us****@****om
(386) 825-5501
Location
Bremen, Bremen, Germany, DE
Languages
  • English Professional working proficiency
  • German Native or bilingual proficiency
Skills

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Mickaël Barjoud

I had the pleasure of working with Heidi in her time at Onto and would gladly recommend her to anyone looking for a great executor! In just a few months, she took on the challenge of getting CS ready for a new country launch. She jumped right in, delivered great work and was a consistently positive team player. She is reliable and works hard to achieve her goals. It was a pleasure working with Heidi and I wish her all the best in her future endeavors!

Stella Buhrer

Heidi was a pleasure to work with, she was highly commitment to the job, her team, and she showed continuous growth and was always looking how she could improve. She is a hard worker, open minded and always empowering her team.

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Credentials

  • Betriebliche MobilitätsmanagerinK Zertifiziert
    Handelskammer Bremen - IHK für Bremen und Bremerhaven
    May, 2023
    - Nov, 2024
  • Projektmanagement
    Udemy
    Jun, 2022
    - Nov, 2024
  • edX Verifiziertes Zertifikat für Remote Work Revolution for Everyone
    edX
    Jun, 2022
    - Nov, 2024
  • Ausbildereignungsprüfung
    -

Experience

  • Onto
    • United Kingdom
    • Motor Vehicle Manufacturing
    • 1 - 100 Employee
    • Head of Customer Experience
      • Aug 2022 - Present

      Onto is an all-inclusive electric car subscription service with no deposit and no long-term commitment. Having the largest fleet of Electric Vehicles in the UK, we have plans to expand into Germany and beyond to accelerate EV adoption by bringing a flexible, sustainable and affordable solution to as many people as possible. Onto is an all-inclusive electric car subscription service with no deposit and no long-term commitment. Having the largest fleet of Electric Vehicles in the UK, we have plans to expand into Germany and beyond to accelerate EV adoption by bringing a flexible, sustainable and affordable solution to as many people as possible.

  • Free2move
    • France
    • Information Technology & Services
    • 200 - 300 Employee
    • Mobility Manager
      • Aug 2020 - Jun 2022

      Free2Move embodies Groupe PSA's ambition: becoming the preferred worldwide mobility service provider by 2030. It is meant to provide the most convenient mobility services, anywhere, anytime, for both end customers and corporate customers. I'm the ambassador of Free2Move "Rent" with my regional partners and develop and optimize a network of about 60 agencies with a fleet of several hundred vehicles. I'm responsible for the development and management of my region and I'm the guarantor for the economic success. I report directly to the COO Germany & Austria. I ensure happy customers and the satisfaction of my partners. I support your partners on their way to success by passing on my operational know-how and by promoting sales in my area. In this context I support the implementation of local key accounts. I accompany my partners in the expansion of their agencies and in the possible opening of new rental stations. I put the autonomy and performance of my partners at the center of my daily activities and support them with visits on site as well as with support by phone, e-mail and chat. I ensure an optimized local price structure through continuous market analysis and consulting of my partners and through yield management, in consultation with my partners, I constantly optimize sales and profit. I train and support my partners in the use of our tools and systems and ensure the optimal use by every member of my partner network. I ensure the quality standards of Free2Move and help my partners on the way to maximum customer satisfaction. I control all relevant KPI's and create the necessary reports. I independently create and execute my action plan. Show less

  • Europcar
    • France
    • Travel Arrangements
    • 700 & Above Employee
    • Station Manager
      • Sep 2018 - Jul 2020

      * Full responsibility for a branch to ensure the team delivers world class customer service * Motivate and inspire a team on a daily basis * Work to achieve sales targets and KPI's * Demonstrate a passion for developing others as well as yourself * Performance manage the team to drive sales and service * Ensure the branch is up to date with all back office administration * Work together with the fleet team to ensure you promote Europcar to our customers * Full responsibility for a branch to ensure the team delivers world class customer service * Motivate and inspire a team on a daily basis * Work to achieve sales targets and KPI's * Demonstrate a passion for developing others as well as yourself * Performance manage the team to drive sales and service * Ensure the branch is up to date with all back office administration * Work together with the fleet team to ensure you promote Europcar to our customers

  • SIXT
    • Germany
    • Travel Arrangements
    • 700 & Above Employee
    • Rental Sales Agent
      • Sep 2017 - Sep 2018

      Individuelle Betreuung von anspruchsvollen nationalen und internationalen Kunden. Beratung und Verkauf von hochwertigen Zusatzleistungen an Kunden bei Abholung des Fahrzeugs. Umfassende Beratung und Angebotserstellung - persönlich, telefonisch und schriftlich. Sämtliche administrative Abwicklung rund um die Autovermietung inklusive Beschwerdemanagement. Disposition des Fuhrparks. Koordination logistischer Abläufe und Schadenmanagement. Sicherstellung einer hohen Kundenzufriedenheit und Einhaltung von Service Standards. Show less

  • FLYLINE Tele Sales & Services Gmbh
    • Germany
    • Travel Arrangements
    • 1 - 100 Employee
    • Customer Relations
      • Oct 2016 - Sep 2017

      Telefonische und schriftliche Bearbeitung sog. Baggage- (Gepäck) und weiterer "Customer Relations"-Kundenbeschwerden, Selbstständiges Recherchieren der Hintergründe von Kundenbeschwerden, Abwicklung der Kundenkorrespondenz, Telefonische Beratung/Reservierung und Verkauf von Flügen/Reisen/Dienstleistungen für British Airways - Geforderte Anlagen: Lebenslauf, Zeugnisse Für uns zählen Ihre Stärken und Erfahrungen. Deshalb ist jeder unabhängig von sonstigen Merkmalen wie z.B. Geschlecht, Herkunft oder einer eventuellen Behinderung willkommen. Show less

  • Yelp
    • United States
    • Technology, Information and Internet
    • 700 & Above Employee
    • Account Manager
      • Aug 2015 - Sep 2016

      Provide exceptional customer support and consultation via phone and email leading to advertiser retention, revenue retention and growth. Proactively manage advertising packages to ensure an overall great experience with Yelp. Skillfully communicate to clients the value of Yelp advertising to show ROI. Identify upsell opportunities.Actively communicate with Yelp's finance team to collect and resolve all outstanding payments and subscription fees. Be an expert on Yelp’s products, services and systems.Represent Yelp and act as a positive member of our vibrant and growing company. Show less

  • Accenture
    • Ireland
    • Business Consulting and Services
    • 700 & Above Employee
    • Trainer/Quality Assurance Senior Analyst
      • Oct 2014 - Aug 2015

      The QA team is tasked with evaluating and ensuring quality delivery of the Service Desk service to our clients through assisting in the technical and customer service development of Technologists. This individual is responsible for executing QA service offerings and participating in projects & initiatives led by QA as well as delivering training to new joiners and retraining the team.

    • Google Trusted Store Customer Support Associate
      • Jul 2014 - Oct 2014

      Training new joining customer service agents for successfully launched Products Support Google Product Operations Manager training customer service agents before and while new products are launched Analyze retraining needs and delivering retraining throughout all products & workflows Restructuring and aligning QA processes within EMEA and US teams for all products & workflows Create new training processes and update existing processes Report and analyze QA results within Accenture and directly to the client Show less

  • Wirtshaus Laurentia
    • Bad Urach / Germany
    • Owner / Manager
      • Apr 2008 - Mar 2014

      General Manager of restaurant • Major redesign of restaurant, menu and Corporate Identity to attract larger target audience • In charge of staff, training, purchasing, accountings, marketing and sales ‣ Sold the restaurant in March 2014 to head for new opportunities General Manager of restaurant • Major redesign of restaurant, menu and Corporate Identity to attract larger target audience • In charge of staff, training, purchasing, accountings, marketing and sales ‣ Sold the restaurant in March 2014 to head for new opportunities

  • Fleming's Hotel
    • Munich Area, Germany
    • Assistant to Hotel Manager
      • Aug 2006 - Apr 2008

      Head of conference and banquet department • Instructor for apprentices, trainer for all staff members (on job training & courses) • In charge of purchasing • Responsible for customer complaint management • Assisting the hotel manager in managing all internal departments Head of conference and banquet department • Instructor for apprentices, trainer for all staff members (on job training & courses) • In charge of purchasing • Responsible for customer complaint management • Assisting the hotel manager in managing all internal departments

  • Der Pschorr
    • Munich Area, Germany
    • Restaurant Supervisor
      • Jan 2006 - Jul 2006

      Manage roster and vacation plans • Heading and guiding restaurant staff • Assuring the company’s quality standards • Responsible for customer complaint management Manage roster and vacation plans • Heading and guiding restaurant staff • Assuring the company’s quality standards • Responsible for customer complaint management

  • Table Service Team T.S.T.
    • Munich Area, Germany
    • Exclusive Service Supervisor for Kempinski Hotels Munich
      • Apr 2005 - Jan 2006

      Direct contact and mediator between Kempinski Hotels and Table Service Team • Assuring the company’s quality standards • trainer for all staff members (on job training & courses) • Manage roster and vacation plans Direct contact and mediator between Kempinski Hotels and Table Service Team • Assuring the company’s quality standards • trainer for all staff members (on job training & courses) • Manage roster and vacation plans

  • Hotel zur Tenne
    • Kitzbühel Austria
    • Banquet Manager & Chef de Rang
      • Dec 2004 - Mar 2005

      Head of conference and banquet department • Manage event roster and schedules • Review and improve service processes Head of conference and banquet department • Manage event roster and schedules • Review and improve service processes

  • Table Service Team T.S.T.
    • Munich Area, Germany
    • Service Supervisor for Nespresso
      • Apr 2004 - Nov 2004

      Assuring the company’s quality standards • Manage event roster and schedules • trainer for all staff members (on job training & courses) • Review and improve service processes • Responsible for customer complaint management ‣ Opening the worldwide first Nespresso Cafés with Boutique Assuring the company’s quality standards • Manage event roster and schedules • trainer for all staff members (on job training & courses) • Review and improve service processes • Responsible for customer complaint management ‣ Opening the worldwide first Nespresso Cafés with Boutique

  • Cafè Kunsthalle - Münchner Freiheit
    • Munich Area, Germany
    • Event Manager
      • Nov 2003 - Apr 2004

      Head of banquet department • Manage event roster and schedules • Review and improve service processes ‣ „Cartier – Fabergé“ exhibition hosted by Hypo-Kulturstiftung.de Head of banquet department • Manage event roster and schedules • Review and improve service processes ‣ „Cartier – Fabergé“ exhibition hosted by Hypo-Kulturstiftung.de

  • Augustiner Keller
    • Munich Area, Germany
    • Banquet Secretary and Assistant to Restaurant Manager
      • Aug 2003 - Nov 2003

      Customer Relations Management • Offering, selling and closing events package deals with customers • Review and improve service processes Customer Relations Management • Offering, selling and closing events package deals with customers • Review and improve service processes

  • Europa-Park
    • Germany
    • Recreational Facilities
    • 500 - 600 Employee
    • Food Beverage Trainee
      • Oct 2000 - Aug 2001

      Training in daily restaurant organization • Training in assuming and handling customer complaints and finding great solutions adequate for the clients as well as the company • Training in setting up roster and vacation plans - following all legislations • Purchasing training Training in daily restaurant organization • Training in assuming and handling customer complaints and finding great solutions adequate for the clients as well as the company • Training in setting up roster and vacation plans - following all legislations • Purchasing training

  • Sonnenalp Hotel of Vail
    • United States
    • Hospitality
    • 1 - 100 Employee
    • Hotel Management Trainee
      • Dec 1998 - May 2000

      Training in daily restaurant organization • Training on the front desk processes Training in daily restaurant organization • Training on the front desk processes

Education

  • Hotelfachschule Berlin & Bad Reichenhall
    state certified Manager of Hotel Business, Business Administration and Management, General
    2001 - 2003
  • Steigenberger Hotelfachschule
    Hotelmanagement, Business Administration and Management, General
    2001 - 2003

Community

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