Experience

eurofunk Kappacher GmbH

• Austria
• IT Services and IT Consulting
• 200 - 300 Employee

• Customer Service Manager

  • Oct 2017 - Present

  St. Johann im Pongau Drive and manage daily service operations •First point of contact and key account function for escalations •Assist & support Eurofunk service and channel teams on specific customer based strategies •Push to improve customer satisfaction and solutions focusing on productivity, cost control and on-time delivery •Foster strong customer relationships by surpassing customer expectations on service performance •Technical & administrative support/coordination with all other Eurofunk… Show more Drive and manage daily service operations •First point of contact and key account function for escalations •Assist & support Eurofunk service and channel teams on specific customer based strategies •Push to improve customer satisfaction and solutions focusing on productivity, cost control and on-time delivery •Foster strong customer relationships by surpassing customer expectations on service performance •Technical & administrative support/coordination with all other Eurofunk components on all commissioning, outages, repairs/modifications •Assure timely resolution of customer issues and customer satisfaction for assigned customers •Identify customer needs and help to develop winning, customer centric strategies that integrate customer value creation •Involve and motivate responsible parties within the company to more customer centric strategies •Organise and drive interdepartmental cooperation •Drive business results and manage excellent customer relationships within area of responsibility •Flexibility to attend any other reasonable tasks as required Bestandskundenbetreuung (Organisation und Durchführung von Kundengesprächen, Koordination/Schnittstelle zu den Fachabteilungen, Kundenreporting intern/extern, Bearbeitung von Serviceanfragen und von Incidents sowie Beschwerdemanagement) Show less



Atomic

• Austria
• Sporting Goods Manufacturing
• 100 - 200 Employee

• VAS Expert Coordinator EMEA

  • May 2016 - Apr 2017

  Altenmarkt im Pongau Working with EMEA distribution centres to harmonize Value Added Services (Distribution and Transport). Tasks: - analyze existing VAS with a view to process and cost improvement - cooperate with other VAS coordinators to establish standards and compliance measures among the DCs - evaluate internal and external customer VAS needs - consult with customers to identify measures to increase satisfaction and address inefficiencies in current working relationships - roll-out new VAS… Show more Working with EMEA distribution centres to harmonize Value Added Services (Distribution and Transport). Tasks: - analyze existing VAS with a view to process and cost improvement - cooperate with other VAS coordinators to establish standards and compliance measures among the DCs - evaluate internal and external customer VAS needs - consult with customers to identify measures to increase satisfaction and address inefficiencies in current working relationships - roll-out new VAS software with enhanced customer service tools - create comprehensive VAS catalogue for customer sales teams Show less



hetras GmbH

• Customer Success Manager

  • May 2014 - May 2016

  Zell am See, Austria As CSM and team leader, I managed a team of software technicians in implementing an advanced SAAS (software as a service) hotel management software. Tasks: - managed team in mapping business process procedures and advising on technical requirements for individual hotels - identified knowledge gaps and developed release guides for each hotel - designed and managed the development of hotel software training manuals - developed and launched a series of on-line tutorials for client self… Show more As CSM and team leader, I managed a team of software technicians in implementing an advanced SAAS (software as a service) hotel management software. Tasks: - managed team in mapping business process procedures and advising on technical requirements for individual hotels - identified knowledge gaps and developed release guides for each hotel - designed and managed the development of hotel software training manuals - developed and launched a series of on-line tutorials for client self based training - managed delivery of training and online tutorials to specialized, international customers and ensured optimal use of software - evaluated customer satisfaction and advised senior management of client feedback - steered product development based on iterative client and management feedback process

• Project Manager

  • Nov 2013 - May 2014

  Zell am See



Alpina, Wellness & Sporthotel

• Hotel Manager

  • 1996 - 2013

  Sankt Johann im Pongau