Petra Tscherner-Hillary Email & Phone Number

Sydney, Nsw, Au

Focus on optimizing customer care and supply chain operations by identifying opportunities for process improvements. Streamline and harmonize customer service to ensure overall efficiency and effectiveness, implementing best practices to enhance the customer experience from order to delivery.Monitor KPIs related to customer service and supply chain performance, identifying potential risks and challenges, including distribution and service constraints. My mission is to forge seamless links… Show more Focus on optimizing customer care and supply chain operations by identifying opportunities for process improvements. Streamline and harmonize customer service to ensure overall efficiency and effectiveness, implementing best practices to enhance the customer experience from order to delivery.Monitor KPIs related to customer service and supply chain performance, identifying potential risks and challenges, including distribution and service constraints. My mission is to forge seamless links between supply chain mechanisms and customer satisfaction, driven by a passion for operational excellence and a strategic approach to management. Show less

Sydney, New South Wales, Australia

Are Media, Australia's largest publisher and home to the most renowned magazine brands.Are Media services over 400,000 subscribers across Australia and New Zealand and boasts a significant e-commerce presence.Managing customer experience and remotely the entire operations of our contact center of 35 staff. Striving for operational excellence by overserving and evaluating policies and procedures, implementing different processes to utilize workload and workforce. Setting high standards… Show more Are Media, Australia's largest publisher and home to the most renowned magazine brands.Are Media services over 400,000 subscribers across Australia and New Zealand and boasts a significant e-commerce presence.Managing customer experience and remotely the entire operations of our contact center of 35 staff. Striving for operational excellence by overserving and evaluating policies and procedures, implementing different processes to utilize workload and workforce. Setting high standards and clear policies for our customer interactions and for continuous improvement to deliver high standard customer service. Analyzing Data and Trends to gather feedback and customer insight, managing budgets and forecasts and collaborating with IT, Sales and Marketing team to go the extra mile to deliver outstanding customer experience. Show less

Greater Barcelona Metropolitan Area

In my role as a senior leader I was part of a transformative change management project focused on optimizing customer care operations. Managed a team of 30-35 customer care agents, delivering second-level support for diabetes care inquiries across inbound and outbound channels. Our team provided 24/7 service in 11 languages, covering 15 countries, and specialized in medical devices, digital solutions, and iPDM solutions.Strategic oversight and hands-on management, ensuring exceptional… Show more In my role as a senior leader I was part of a transformative change management project focused on optimizing customer care operations. Managed a team of 30-35 customer care agents, delivering second-level support for diabetes care inquiries across inbound and outbound channels. Our team provided 24/7 service in 11 languages, covering 15 countries, and specialized in medical devices, digital solutions, and iPDM solutions.Strategic oversight and hands-on management, ensuring exceptional customer service while managing complex escalated cases. I was responsible for overseeing workflow and processes, driving retention efforts, and achieving productivity and KPI targets. Collaboration was key to our success, as I worked closely with business partners, marketing teams, and affiliates from various countries to execute large outbound campaigns and meet business objectives. My approach balanced operational efficiency with a strong focus on customer satisfaction and team development. Show less

Austria

Part of the One Touch Resolution Project to increase customer satisfaction with exceptional results

Sydney, Australia

Introduced Swiss Hiestand Brand (now Aryzta) to Australia changing consumer habits buying bakery products in grocery stores. Created a strategy and concepts which sustained our growth and stayed ahead of our competitors. Designed three PL networks in logistics and supply chain, delivering cost-effective frozen products nationwide. Partnered with manufacturers, logistics, and supply chain partners from Asia, Europe USA and Australia. Established budgets and negotiated contracts. Retail… Show more Introduced Swiss Hiestand Brand (now Aryzta) to Australia changing consumer habits buying bakery products in grocery stores. Created a strategy and concepts which sustained our growth and stayed ahead of our competitors. Designed three PL networks in logistics and supply chain, delivering cost-effective frozen products nationwide. Partnered with manufacturers, logistics, and supply chain partners from Asia, Europe USA and Australia. Established budgets and negotiated contracts. Retail marketing solutions in elevating the customer experience to drive sales. Retail marketing was a integral component of our strategy to enhance brand awareness and boost consumer engagement. Designed customer journey to enhance and excelling in high standard customer service. Collaborating with Board- Stakeholders Directors, Commercial, Finance, Marketing, Supply & Operations team. ♦Served clients including IGA Supermarkets, Woolworth, ALDI, Airlines and Airline catering companies, BP Service Stations, Spotless Catering, 4&5 Star Hotel Groups,♦Built logistic and supply strategies to be implemented for frozen products to be delivered across Australia ♦Developed and executed business concepts, ensuring alignment with market demands and conducting thorough groundwork studies on market, customer, and consumer needs♦We introduced in-store “fresh bakery” to large retail market including Woolworth, ALDI, IGA and BP Service Stations across Australia.♦Partnered with logistic and supply chain companies across Australia to maximize daily deliveries in seven states♦ Working together with Stakeholders and Partners from the APAC regions and different European countries Show less

Life

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Education record

Diploma

Education record

Education record