Experience

Bookiply (part of the Holidu Group)

• Germany
• Internet Publishing
• 200 - 300 Employee

• Customer Service Operations Manager

  • Jan 2020 - Present

  Working hand in hand with the Head of Customer Service to improve our processes, plan customer service 2.0 and create a better product. My tasks include:- being the 1st contact person for our Product Team for all customer service questions- being the 1st contact person for our 1st level outsourcing agency, overlooking processes, working stations as well as answering questions from the team supervision- providing the team leads with the tools they need to measure quality and quantity- using the tools we work with to their max potential- providing reliable numbers from our department to the company, may they be granular contact reasons information, SLAs or any KPIs needed.- helping both with management reports and forecasts- helping with recruiting and onboarding- supporting team leads in their decision-making for complex cases



Holidu

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

• Senior Customer Happiness Manager

  • Jul 2017 - Jan 2020

  helping to build and improve all processes of our customers' journey, coaching team members, keeping track of our KPIs and making sure we achieve our goals as a dream team, amongst many other projects supporting other departments (such as sales, account management and press). helping to build and improve all processes of our customers' journey, coaching team members, keeping track of our KPIs and making sure we achieve our goals as a dream team, amongst many other projects supporting other departments (such as sales, account management and press).



AXA Partners

• France
• Insurance
• 700 & Above Employee

• Assistance Coordinator, Medical Operations

  • May 2015 - Sep 2016

  - independent case management- customer support in writing as well as over the phone- intern and extern communication in 4 languages- training and coaching of a new team in Cologne - independent case management- customer support in writing as well as over the phone- intern and extern communication in 4 languages- training and coaching of a new team in Cologne



Ciao | Shopping Guide GmbH

• Germany
• Consumer Services
• 1 - 100 Employee

• Intern Community Manager

  • Jul 2013 - Jan 2014

  - Co-editor, Corrector and Translator of the monthly community newsletter- Customer support and complaint management- Presence and promotion of the brand on social medias- Organisation of events and incentive campaigns - Co-editor, Corrector and Translator of the monthly community newsletter- Customer support and complaint management- Presence and promotion of the brand on social medias- Organisation of events and incentive campaigns