Florian Raschtuttis Email & Phone Number

München, Bayern, Deutschland

München, Bayern, Deutschland

• Leading all CS outsourcing affords from RFP stage to implementation and running the daily operations of the vendor accounts • Responsible for 2 external vendors, onshore and nearshore providing a workforce of 40-60 FTEs split towards 4 languages and 5 countries • Coordinating all internal stakeholders and projects to provide our vendor network with the tooling and information they need to deliver best in class client service • Managing the risk of outsourcing while following all… Show more • Leading all CS outsourcing affords from RFP stage to implementation and running the daily operations of the vendor accounts • Responsible for 2 external vendors, onshore and nearshore providing a workforce of 40-60 FTEs split towards 4 languages and 5 countries • Coordinating all internal stakeholders and projects to provide our vendor network with the tooling and information they need to deliver best in class client service • Managing the risk of outsourcing while following all policies and guidelines from various internal and external stakeholders such as data privacy, it security, compliance, legal and our b2b partners Show less

München, Bayern, Deutschland

• Building the international CS Core Team for our European expansion• Hiring, developing and leading a Team of 12 Mid- to Senior-Level CS Managers with the common goal to build the foundation for our future CS operations in France , Italy and Spain • Creating ownership, developing subject matter experts, clear communication paths and everything else that’s needed to work efficient and lean while concentrating on what matters most: people • Project owner to coordinate all internal… Show more • Building the international CS Core Team for our European expansion• Hiring, developing and leading a Team of 12 Mid- to Senior-Level CS Managers with the common goal to build the foundation for our future CS operations in France , Italy and Spain • Creating ownership, developing subject matter experts, clear communication paths and everything else that’s needed to work efficient and lean while concentrating on what matters most: people • Project owner to coordinate all internal and external stakeholders to work amongst the shared target to adjust our current processes to the international markets and local legislation • Developing and executing a QA strategy for internal as well as across our vendor network• Setting up a calibration framework to align all internal and external stakeholders on our quality standards Show less

München, Bayern, Deutschland

• Building, training and leading a customer service team for direct customer care• Implementation of an end to end return management process in coordination with logistics and operations• Ensuring customer satisfaction throughout the whole customer journey• Management of customer inquiries and reviews through all channels (telephone, email, social media, Amazon and Google)• Streamline the overall communication between 3Bears and the end customers with keeping the 3Bears brand… Show more • Building, training and leading a customer service team for direct customer care• Implementation of an end to end return management process in coordination with logistics and operations• Ensuring customer satisfaction throughout the whole customer journey• Management of customer inquiries and reviews through all channels (telephone, email, social media, Amazon and Google)• Streamline the overall communication between 3Bears and the end customers with keeping the 3Bears brand tonality• Structuring and analysis of customer feedback as well as setting up the internal and external help center• Further development and improvement of processes and customer service guidelines• Support and further development of other customer advisors; e.g. Development and implementation of training Show less

München, Bayern, Deutschland

• Coordinate a team of approximately 40 technicians and non-technicians with the common goal of providing exceptional customer experiences and timely technical support• Provide support and expertise by organizing repairs, troubleshooting system issues, and optimizing workspace in order to maintain a high level of efficiency• Maintain constant communication with customers while handling any concerns, with the ability to resolve in an adequate timeframe• Responsible for creating and… Show more • Coordinate a team of approximately 40 technicians and non-technicians with the common goal of providing exceptional customer experiences and timely technical support• Provide support and expertise by organizing repairs, troubleshooting system issues, and optimizing workspace in order to maintain a high level of efficiency• Maintain constant communication with customers while handling any concerns, with the ability to resolve in an adequate timeframe• Responsible for creating and responding to ticket escalations to address system issues with software or hardware• Experienced in repairing Mac and iOS; hardware and software• Manage repair inventory Show less

München, Bayern, Deutschland

• Ensures the overall health and wellbeing of the store• Prioritizes preservation tasks across the entire store and supports the Leadership team by performing administrative duties and daily operational tasks to ensure that the store runs smoothly.• Shares skill and knowledge of how the store functions with team members in order to drive operational excellence.• Supports preservation and vendor activity within the store and keeps team members informed.• Organizes facility and… Show more • Ensures the overall health and wellbeing of the store• Prioritizes preservation tasks across the entire store and supports the Leadership team by performing administrative duties and daily operational tasks to ensure that the store runs smoothly.• Shares skill and knowledge of how the store functions with team members in order to drive operational excellence.• Supports preservation and vendor activity within the store and keeps team members informed.• Organizes facility and Service Channel schedules to minimize disruption.• Acts as a first point of contact for janitorial support and iForms communication.• Ensures that construction and preservation work complies with brand standards.• Trains store employees on preservation standards using relevant tools and references guides.• Maintains the professional appearance of Backstage by regularly inspecting and evaluating the physical condition of facility.• Recommends maintenance, repairs, and furnishings to the Leadership team.• Supports the implementation and maintenance of Backstage Standards.• Supports the NSO, Remodel, and Preservation teams with any remodel work, both backstage and customer facing.• Maintains store supplies in a fiscally responsible manner to meet operational requirements.• Partners with Retail Technology to troubleshoot store media and technology, coordinating additional support as needed.• Maintains internal devices and ensure that the store is ready to business when it opens.• Maintains up-to-date resources for team safety such as first aid kits, personal protective equipment, emergency response plans, emergency contact lists.• Ensures fire alarm systems are maintained and tested, coordinates emergency response drills, and ensures store evacuation plan and shelter is in place.• Administrative and project coordination on a variety of topics depending on store needs.• Assists with visual tasks as needed.• Archives relevant paperwork as required. Show less

International Business Administration

Legal Studies, General

Abitur, High School Of Economics