Support and manage the day-to-day operations of a team providing Customer Service & Technical Assistance.
Conduct regular 1:1 meetings with your team
Coaching and educating advisors on how to improve their performance.
Manage change effectively
Analyzing the metrics reporting and identify areas for the development of the team.
Collaborate in the recruitment process and bring new team members on board.
The project was closed on 31.10.2020

Team Lead functions, like 1-2-1s, huddles, team meetings
Training and Quality coaching for the German team in the Siteminder project.

Independently drive projects that help improve the quality of the teams and systems in the callcenter in Ahmedabad, India,
Ensure quality programs are applied effectively; provide feedback on areas for improvement;
Collaborate with cross-functional teams to influence quality-related performance improvement.
Investigate root-causes to improve our processes and workflows through querying and analyzing
operational decision data,
Identifying patterns, trends, and outliers to inform recommendations to cross-functional project
management, engineering, and product teams,
Providing managers, team leads, and agents with work process feedback supported by your
analysis of underlying quality data,
Maintaining high levels of confidentiality while performing investigations,
Build and maintain relationships with our operations, engineering, analytics and project teams,
Working with Trust & Safety leads and policy team members to develop and enhance internal
policies and operations agent tools

Ensuring Quality Standards of the DACH team of Google AdWords in Dublin, Ireland &Lisbon, Portugal
Coaching of Team Members of the DACH team, Israel & Adriatics team
Soft Skill Lead
Coach for Communication
Backup Team Manager for the DACH team
Trainings

Backup Team Lead, which included managing up to 2 teams (40 ppl) at the same time
Ensuring Quality Standards and Coaching Team Members
Collaboration on projects

Controlling of an international employment program, called Go-for-Growth (100M €)
Leading a team of Team Assistants (4 people)
Trainings for employees in German & English
Preparing and controlling of the yearly budget for the whole
department (650M €) including reporting & statistics

Personal assistant for the Head of Direct Sales Promotion - Preparation of Presentations - Organisation, execution and follow-up of events, conferences and meetings for the whole Direct Sales department (all over Germany) - Coordination and organisation of several trainings, contact person for external trainers - Software trainings of employees of the Direct Sales Promotion - Communication trainings for the employees of the back office - introduction of the Department Direct Sales at the Yello Strom- induction programme for new employees in German and English - induction of new employees in the Direct Sales Promotion - Controlling tasks - Office organisation - Invoice accounting - Booking of business travel - Creation and analysis of statistics - Head of projects, assistance in projects - Contact person for the Direct Sales Promotion for the Yello Strom employees and the parent company
The department was closed due to a restructure and the focus on selling energy in the internet.

Acquisition – Key Account management – pricing – contract negotiations – organization of meetings and events - sales and telephone trainings for the employees – master data maintenance

Support of the field service - support of the back office – general correspondance – invoice accounting – support for the meetings within the practitioners network - organisation of trainings of the field service in the areas of CPR/ communication/ coachings of modules and doctor’s surgeries – organisation of events and meetings - preparing of mailings – coordination of appointments - booking of business travel

Booking of business trips and leisure trips, Consultation on travel topics

City hotel with 514 rooms, banquet facilities for more than 2000 guests
started as the Personal assistant to the Directress of Sales & Marketing and was promoted then as the Head of the whole department –
responsible for the development of packages for individual guests and bus groups - proposal
preparation for groups/ individual guests and for meetings/ events in German and English – acquisition of tour operators and Key Accounts – negotiations with the tour operators and Key Accounts – analysis of booking data – support of tour groups - design of advertisements and general correspondence - contact person for VIP guests of the hotel chain and also tour leader for special tours for the VIPs – contact person for Key Accounts and organizing of events and conferences

Booking of business trips and leisure travel

First voccational training for 3 years and then permanent employee (till December 1998) booking and consultation on business trips and leisure travel
software trainings for the other employees
from January 1999 till December 2001 freelancer

Booking of business travel for the European employees of Debitel AG
Organization of the hotels for the Debitel Roadshow regarding the 10th anniversary of the company

Booking of leisure travel and business travel for international customers (office languages: Spanish, English and German)

intermediate diploma in the topic: Funding of travel agents - introduction of a bonus programme for travel agents in Turkey in behalf of Lufthansa AG
(introduction in Turkey: March 2001)

Contact person for all requests of the international travel agencies
Controlling
Supporting function in installing a new administration tool