User Operations Lead

• Jul 2021 - Present

- Building & leading the UserOperations team at nilo: We provide Support in all enquiries related to technical issues, product related questions, topics around the booking and matching process for our end users and psychologists - Defining and owning SLAs and key metrics e.g. CSAT, first response time etc. - Implementation of „Dixa“ as the first support tool at nilo including three support-channels: email, live chat and telephone - Setting up processes and guidelines to improve the agent experience and user support experience - Responsible for the quality and success of the automated matching algorithm - Assistance for matchings that need manual support - Continuously pushing & prioritizing needs of end users to our product team to improve the allover user experience - Closely working with the tech, customer success and product teams

Teamlead Claims & Customer Service

• Jan 2021 - Jul 2021

- Leading a team of 8 people- Approval of claims payments- Optimization of processes for claims handling and customer support e.g. by introducing a new claims tool- Conception and Implementation of a Chat Bot for claims reports (in cooperations with external and internal stakeholders such as Design, Tech an Legal departments) - person of contact for internal audits of the claims department

Senior Claims Agent

• Apr 2020 - Jan 2021

Customer Claims Agent

• May 2018 - Apr 2020

- Settlement of claims in the private sector in the property & liability insurance lines- Individual advice and support for customers with questions and problems on damage-specific topics and also with questions on products and conditions- Correspondence with lawyers, initiation of dunning procedures- Case handling of fraud cases- Support in building up the claims & customer service department as the second hire for the claims team- Handling of official complaints- Customer Support

Business Lawyer & Claims

• Apr 2017 - Mar 2018

- Processing & resolution of legal issues, primarily in the areas of transport, civil, insurance & contract law - Preparation of legal opinions - claims handling in the area of transport & tort law - Drafting new contract templates & general terms and conditions - Advice on legal issues in the areas of insurance law, transport law, liability law, AGB law & employment law - Negotiations with lawyers, insurers & subcontractors - Examination of complaints - Processing & resolution of legal issues, primarily in the areas of transport, civil, insurance & contract law - Preparation of legal opinions - claims handling in the area of transport & tort law - Drafting new contract templates & general terms and conditions - Advice on legal issues in the areas of insurance law, transport law, liability law, AGB law & employment law - Negotiations with lawyers, insurers & subcontractors - Examination of complaints

Working Student

• Aug 2016 - Mar 2017

- Drafting and revision of customer, work and other contracts in the IT section - General legal advice, especially in IT and labour law - Bachelor Thesis: Drafting of contracts in agile project management - Drafting and revision of customer, work and other contracts in the IT section - General legal advice, especially in IT and labour law - Bachelor Thesis: Drafting of contracts in agile project management