As a highly experienced Customer Care specialist with expertise in eCommerce, digitalization of services, RPA, and AI-based support, I am uniquely qualified to drive success in this role. With more than two decades of experience in the customer service industry, I have a proven track record of delivering exceptional customer experiences and driving positive business results.

As the Director of the Customer Care & Product Advisory department at Internetstores GmbH, I led a team of over 100 highly motivated colleagues to elevate our services. We offered our services in 14 languages and across more than 35 online shops, and we were constantly working to roll out the latest technologies, realign our internal processes, and develop new services. Some of the key initiatives I spearheaded included:• Defining and implementing a new strategic direction for the department to ensure we were well-positioned to meet the evolving needs of our customers• Developing a new technological approach to service and product advisory, which included the launch of AI features to deflect tickets and enhance customer self-service options• Driving efficiency through automation, process optimization, and system-supported WFM (Workforce Management)• Enhancing our service offerings in strategic markets and upgrading our services in new markets to ensure we met the needs of our customers• Establishing a new service culture across all teams to ensure that our colleagues were empowered and motivated to deliver exceptional customer experiences• Empowering my direct reports to excel in a changing environment and supporting them in their professional development.Thanks to the amazing team by my side, I felt encouraged and ready to take on whatever lay ahead. Together, we accomplished so many great things and turned Customer Care into a contributing and meaningful team/department.

• Managing all internal customer care representatives in each country market to ensure the highest levels of service quality and customer satisfaction• Coordinating and managing external customer care service providers with over 650 agents to drive efficiency and productivity• Defining and implementing the strategic direction of the Customer Care department, including the development and implementation of customer-centric philosophy and initiatives to further increase customer satisfaction• Managing contracts and controlling external service providers to ensure that SLAs and KPIs are being met• Developing and implementing concepts to reduce and avoid error-related contact volume, including the introduction of AI features to deflect tickets and enhance customer self-service options• Advancing the self-developed customer care software to extend its functionalities and capabilities• Establishing internal feedback loops as 'Voice of the Customer' to inform marketing, sales, logistics, and fulfillment teams• Analyzing and developing new communication channels for customer service to meet the evolving needs of our customers• Empowering my direct reports to excel in a changing environment and support them in their professional development.

• Leading the development of complex, large scale, multi-year (high cost, high complexity and/or high risk) enterprise solutions• Defining project scope, project delivery timelines and resource requirements to enable successful project delivery• Acting as senior leader in practice area, supporting our customer care units in the US and Europe• Understanding and speaking to both the business and technical requirements and components of a solution• Contributing to operational readiness, organizational change management and service excellence • Performing personnel management responsibilities including, but not limited to involvement in hiring and termination decisions; coaching, mentoring, and professional development • Delivering customer focused resolutions in a fast-moving and dynamic environment  Technology savvy with proficiencies in various CRM systems

• Providing leadership for internal employees and effectively partner with other department leaders• Developing strategies and plans for an enhanced service and support model • Reporting on key statistics and metrics, including Net Promoter score• Defining and developing the required infrastructure and measurement/metrics systems to manage function, measure/report performance, service levels• Ensuring supervision and coverage across all hours, including weekends and holidays• Participating in cross functional growth initiatives and providing support as appropriate• Collaborating across international teams and with colleagues• Providing coaching, mentoring, assistance and advice to team managers and team members• Relentlessly advocating and improving on behalf of STYLEBOP´s customers

• Adding an interactive part to the current service approach, by launching self-service areas, automated feedback and smart FAQ's• Restructuring current schemes, developing new advanced strategy and plansfor the service and support model in Europe, managing volume and languages (German, English, French, Italian and Dutch)• Developing and implementing the required infrastructure in order to extractdata for a sophisticated KPI measurement and monitoring• Contributing in initiatives and providing knowledge to areas like e-payments, fraud analysis and appropriate countermeasures• Providing assistance, mentoring and advice to my entire team

• Responsible for all internal customer care and product department teams (strategies and projects)• Management of an external service center with > 120 service agents (forecasting, KPI monitoring, workflow optimization, quality assurance) • Organization of all e-payment providers (contract negotiations, implementation, scoring, screening for new payment methods)• Enhancement of all fraud prevention measures (monitoring, statistics, pattern recognition, adjustments)• Responsible for all customer care areas within all current projects (new ERP system, home page re-launch, MAGENTO implementation, internationalization, department re-structuring)• Microsoft Dynamics AX 12 Key User with broad and deep understanding for complex flows and procedures

•Technical and disciplinary responsibility for all European, North American and Asian teams, including recruitment, employee motivation and further training•Implementation of employee training in the fields of service orientation, professional complaint management and independent work•Coordination of all payment service providers (national and international) •Definition, control and continuous adjustment of all internal and external anti-fraud tools and measures•Conception of strategic orientation of all kinds of customer service activities (for all international teams) in accordance with sustainable service levels•Analyses and reporting of all significant KPIs•Continuous optimization of existing workflows and implementation of new processes•Permanent optimization of routine communication•Coordination of all quality assurance tasks for the customer service and user experience fields•Interface between Customer Service and all other departments•Market screening and analysis of potential new markets, payment options and tools

•Management of individual teams with a total of 56 employees•Budget responsibility € 2.3 million•Project responsibility in the Customer Service area for all international call-in projects at 9Live Fernsehen GmbH (including Croatia, Hungary, Spain, Belgium, Sweden, Denmark and Colombia)•Management of external, international service units•Responsibility for the implementation of new processes and their continuous optimization•Identification, permanent further development and control of reporting for central service KPIs•Organization and optimization of all workflows within the 9Live Service Centre•Co-development and extension of a state-of-the-art ACD system•Definition of new service standards within the group of 9Live/ProSiebenSat1•Service coordination of all premium value-added services for SevenOne-Intermedia •Selection, support and coordination of outsourcing partners•Coordination and prioritization of all current special events•Employee motivation and development•Conducting interviews, staff disciplinary meetings and goal-setting discussions

•Optimization of existing work processes and development of new processes •Conducting interviews and staff disciplinary meetings •Implementation of a modern ACD system to increase the efficiency of the 9Live service centre•Co-development of a cross-divisional CRM software •Development of new CRM processes for 9Live and the 9Live GOLD bonus programme •Management of the project >>External GOLD Recruiting<< •Service coordination of several value-added services for SevenOne-Intermedia •Management of a call centre team of 28 employees•Selection, support and coordination of the company’s outsourcing partners

•Establishment of a new, efficient service structure for the fields of prize registration, prize management and viewer relations service•New development as well as continuous optimization of the TV production list application •Staff and deployment planning responsibility for the 9Live call centre (33 employees) •Participation in workshops for the improvement of in-house workflows •Cooperation with an external IT company in the development of an Oracle-based database for the departments of 9Live Direkt•Management and support of various software projects • creating requirement specifications • designing the application layout • defining and implementing a BETA test over several weeks•Preparation and implementation of training sessions •Establishment of a fully functioning English-speaking call centre for a well-known British TV station, including all necessary workflows and processes

•Realization of various outbound campaigns in the O2 Germany retentions area•Establishment of a back-office team with termination process management as the core competency •Planning and execution of training courses at several O2 Germany locations •Support of the VIP journalist and complaints hotline •Phone-based marketing of the entire product portfolio of O2 Germany