Arisona Hampl Email & Phone Number

Berlin, DE

Berlin, Germany

• Lead a team focused on EU operations and global product expertise, fostering growth and strategic alignment.
• Manage high-profile B2B & B2G global accounts, providing advanced product consultation and resolving complex technical issues to drive customer success and retention.
• Oversee team KPIs like SLA, first response, and full resolution times to maintain high service levels and operational efficiency.
• Coordinate cross-functionally on technical escalations, collaborating with Product, Engineering, and Commercial teams to swiftly resolve partner challenges.
• Report product insights, issue trends, and escalations to senior leadership, offering actionable feedback to enhance global operations.

Berlin, Germany

• Spearheading cross-functional projects, focusing on service operations
• Bridging the gap between DACH Service teams, Product & Process teams, guaranteeing readiness for new product inquiries
• Driving efficiency and productivity improvements, focusing on key KPIs such as Errand Rate and Escalation Rate
• Integrating Agile methodologies within the organization, facilitating KanBan planning and retrospectives
• Serving as a point of contact between external stakeholders and operations teams, ensuring smooth communication and collaboration

Berlin, Germany

• Led and managed a dynamic back-office operations team of 30+ Fraud Investigation Agents
• Implemented a robust performance management system, setting clear KPIs and targets, aiding in effective headcount forecasting
• Successfully reduced operations backlog by 50%, ensuring a positive customer experience and efficient ticket resolution
• Orchestrated routine and process enhancements for 1st Line external service vendors, resulting in a significant 80% decrease in 2nd Line in-house ticket inflow
• Strived for operational excellence, balancing high-performance expectations with maintaining positive team morale and customer satisfaction.

Düsseldorf, North Rhine-Westphalia, Germany

• Led team of 22 reports, including Team Leads, User Insights Managers, Project & Product Managers
• Decreased ticket volume by 20% and first reply times by 14%, while maintaining positive customer experience through AI solutions and self-service
• Implemented core customer service values, ensuring continuity and consistency of support quality across markets
• Helped transform trivago from a product- to user-centric organization by leveraging customer contact insights with product teams and senior executives
• Won Newsweek's "America's Best Customer Service 2022"

Düsseldorf, North Rhine-Westphalia, Germany

• Led a team of 12 reports, including Support Agents, Incidents Manager, Trainers
• Reduced staff turnover by 80% by defining clear career development pathways and incentive programs
• Ensured KPI's and quality targets were met during rising ticket numbers by creating more efficient workflows and trainings

Düsseldorf, North Rhine-Westphalia, Germany

• Sped up resolution times by up to 50% by implementing escalation process between customers, support team and online travel agencies
• Effectively filled customer contact data gaps, setting foundation to channel user feedback insights to product and marketing teams
• Helped increase overall user retention by developing members-only prioritized support channel and processes

Düsseldorf, North Rhine-Westphalia, Germany

• Daily B2C communication with English and German users
• Daily B2B communication with over 25 online travel agencies
• Investigation, fixing and escalation of technical errors on trivago website
• Initiatives to improve team processes & documentation

Irvine, California

• Underwriter profile analysis & distribution of mortgage loans to be approved
• Administrative support for VP of Operations
• Facilitation of communications between internal & external office stakeholders
• Office coordination

Düsseldorf, North Rhine-Westphalia, Germany

• Making people happy with tasty coffee:)