Experience

Wiener Linien

• Austria
• Urban Transit Services
• 500 - 600 Employee

• Service Owner - Self Service Support und Wissensmanagement

  • Jul 2021 - Present



Shpock

• Austria
• IT Services and IT Consulting
• 1 - 100 Employee

• CS Operations Coordinator

  • Sep 2020 - Jun 2021

  As CS Operations Coordinator my focus is on ensuring business continuity at all times as well as improving Processes and Quality concerning CS- Managing agent coordination - Creating and maintaining a training manual - Onboarding of new CS agents - Coordination of Troubleshooting via Jira, Slack and Confluence - Implementing and maintaining a regular QA process for CS to retain Quality Levels in Support - Analysation of CSAT and working on improving the score

• Customer Support Quality Specialist

  • Oct 2018 - Sep 2020

  - Onboarding of New Team Members- Onboarding for Outsourcing Partner- Quality checks for Customer Support- Feedback talks- CSAT Analysis-Revamp of CS Communication

• Customer Support Agent

  • Jan 2018 - Oct 2018



Taxi 31300

• Team Supervisor

  • Jan 2015 - Dec 2017

• Dispatcher

  • Mar 2014 - Dec 2014

• Callcenter Employee

  • Sep 2013 - Mar 2014