Manager, Media Operations & Retention EMEA

- Link between BI Customer Care/ Implementations and L3 Technical Team/Product Team- Retention and pre-sales assistance- Continuous training of the BI team- Coordination of BI projects- Continuous process improvements to increase the productivity and save costs- Support Operations and other departments with technical and process related questions- Proactive reporting of defects and suggestion of product enhancements- Creation of business requirements for new enhancements and UAT testing- Improvement of CC & Implementation performance

As Operations Team Lead, I was responsible for driving the team to meet key performance metrics, including CSAT (Customer Satisfaction) and CWT (Case Wait Time). I ensured consistent service delivery through queue monitoring, quality assurance checks, and continuous coaching of team members.Key Responsibilities:• Team Performance Management: Set goals, objectives, and deadlines for the team, ensuring performance met or exceeded KPIs. Conducted regular coaching, performance reviews, and provided actionable feedback.• Hiring & Training: Led the recruitment, onboarding, and training of new team members, ensuring a seamless integration and high performance from the start.• Process Optimization: Identified opportunities for process improvement, optimizing workflows and implementing strategies that increased efficiency and reduced case handling times.• Customer Retention: Strengthened customer relationships by securing retention and ensuring satisfaction through prompt issue resolution and proactive support.• Cross-Functional Collaboration: Acted as the main point of contact between the Operations and Product teams, ensuring clear communication, product updates, and smooth process integration across departments.• Escalation Management: Served as the main escalation point for both Operations and Sales teams, managing critical issues and ensuring rapid, effective solutions.• Documentation & Guidelines: Developed and maintained comprehensive documentation and guidelines to ensure team alignment and adherence to best practices.Key Achievements:• Improved team performance through tailored coaching and quality assurance efforts, resulting in higher CSAT scores.• Led process optimizations that reduced handling times and improved overall service efficiency.• Enhanced collaboration between departments, improving communication and operational alignment.

- Business Intelligence Product Specialist and Preferred Placement Products for Amadeus and Sabre- L1 and L2 client support- Process improvements- Data Maintenance- L3 reporting- Training for new hires and clients - Translations

- Implementation of Business Intelligence Products (RateView, Rate360, SearchView & Agency360)- Implementation of Preferred Placement Products for Amadeus and Sabre- Maintenance of the monthly implementation report- Training of new hires- Creating and managing BI documentation- Translations

- Area Manager for the German speaking market- Customer Service- Communication between clients and language schools- Sale & Presale- Training of new hires

- Involved in building the company since the start-up period - Organization of private and corporate events- Group and VIP reservations- Responsible for the B2B communication- Translations (German and English) - Maintenance and creation of the web content