Lisa Eichler Email & Phone Number

Gothenburg, Västra Götaland County, Sweden

Göteborg, Vastra Gotaland County, Sweden

● ownership of WS accounts, incl. sales, order management, after sales service,business relationshipmanagement to keep accounts engaged, cater to their needs to ensure successful partnership● on-boarding of new partners to increase portfolio and net sales● examining partner agreements, creating on-boarding documentation to include all stakeholders, identify needs for development, solution oriented approach to overcome potential blockers● pro-active contribution to processes changing towards an efficient and profitable way of working in line with department’s and company’s OKRs

● processes review and improvement with the goal to streamline customer facing workflows, increaseefficiency and lower costs● implemented training, coaching and QA processes which were not present● inspiring and leading team leads to support team success in achieving KPIs encouraging a people firstculture● increased department’s eNPS to all time high● workforce management - appropriate scaling for high and low season inhouse and outsourced● to advocate for individuals’ growth within the company and across departments● talent acquisition for customer service department● close collaboration with almost all (as needed) other departments of the company to improve information and knowledge sharing to inform service and product improvement

Göteborg, Västra Götaland, Sweden

● Communicative link between B2B operations team inhouse and fulfilment team in warehouse on location

Kingston Upon Thames, United Kingdom

I was responsible for the performance of the UK/ROI technical support team providing assistance to customers via phone and e-mail channels:• Real-time management of incoming volumes to ensure service levels as well as adherence to individual schedules• Active involvement in workforce management in order to ensure daily work schedule for individual agents as well as planning training & coaching sessions• Monthly SKEP (skills and knowledge enhancement plan) delivery & performance review with individual agents, creating action plans confirming documented improvement as well as challenges• Overseeing and conducting quality monitoring and respective feedback identifying strengths and development areas of individual agents • Continuous client communication via e-mail and video conference as well as participation in monthly business review meetings and client training• Recruitment of new agents, including telephone/language screening, face to face interviews and the review & assessment of written tests along with competency based interview • Ensuring HR policies are followed in terms of lateness, absence, sickness as well as probation & disciplinary process• Weekly signing off Agents’ time cards ensuring wages are completed correctly

Kingston Upon Thames, United Kingdom

As a Senior Agent with a position on the Team Manager Track programme I was part of the Disney campaign proactively supporting the management. My main daily tasks included to be active support for the team management, but foremost for the Agents across the European markets, ensuring that Agents not only receive correct advice but also know where else to find it and are aware of latest updates from the client. Weekly communication and project work with and for the client, delegating and managed such projects on the DACH market.Organised and monitored scheduled activities on the DACH market, including Social Media. Actively monitored call, e-mail and social media quality, ensured feedback and improvement of DACH team in monthly Quality Monitoring.Application of self-conceptualised key performance indicator matrix in continuous, weekly reviews of DACH team’s performance in accordance with KPIs in individual feedback sessions.

Kingston Upon Thames, United Kingdom

Main tasks included:• Being the first point of contact for customers of German Online Store• Customer Service via telephone, e-mail and social media• Assisting customer service on European wide market • Communicating between customers and decision-makers as well as objection handling• Working in new team members• Order placing, maintaining as well as refund and replacement handling

Birmingham, United Kingdom

Main tasks included:• Contacting businesses worldwide • Contacting German, English and French-speaking countries• Executing unscripted telephone conversations• Appointment Making and Lead Generation

Sri Lanka

Main tasks included:• term time and lesson planning• teaching and classroom management grades 1- 5 • organising school events• running after school classes

Master In Intercultural Communication For Business And Professions, International And Intercultural Communication

This degree enabled me to make a connection between my undergraduate linguistics degree and my work experience as a Team Manager. During.

Bachelor Of Science (B.Sc.), English Language, 2.1

Activities and Societies: German Society Volleyball

Abitur, English, German, Biology, Geography, German Culture And Literature In History, 3.1