Sibylle Huffman Email & Phone Number

Bergisch Gladbach, North Rhine-Westphalia, De

- Responsible for North America Customer Service Operations for a fast-growing biotech company with over $500M in annual global sales.- Manages and oversees all North America customer service/data management teams, which are responsible for fielding over 33K annual calls and processing more than 80K agent-assisted quotes and orders across a catalog of 17K+ biotech products supporting a rapidly expanding customer base.- Ensures CS operations, transactions, and processing functions meet customer expectations and quality standards.- Responsible for key performance metrics, service level agreements and superior customer experience (CX).- Develop and maintain efficient electronic order systems for all customers, including web based order processing (B2B Commerce).- Collaborate cross-functionally in planning and executing customer focused promotions.- Recruit, mentor, train and develop customer service members.

Rockville, Maryland, Us

Directs a global team of 26 multilingual professionals responsible for customer service, inside sales, and business-to-business (B2B) order processing functions for 90K+ annual orders and quotes across approximately 4000 products.Responsible for managing and overseeing CX projects and initiatives throughout the organization, including USP’s Customer Experience Transformation initiative, which is aimed at modernizing and enhancing USP’s CX, service and support, CRM, and e-commerce platform.Works with third party vendors, senior executives and global leaders to develop a modern, forward-thinking customer experience environment design that supports an integrated omni-channel experience across all channels and customer segments.Utilizes established USP’s Voice of the Customer (VOC) programs to analyze feedback across the customer journey and improve the end-to-end experience across customer segments and markets.Leads budget planning and forecasting of operational expenses for assigned functional areas.Member of Global Leadership Team responsible for establishing and implementing CX strategies and goals to facilitate efficiencies, enhance productivity, reduce costs, and ensure that USP proactively anticipates and satisfies customer needs.Monitors staffing levels and utilization, analyzes key performance indicators (KPIs) to forecast future workforce needs, develops business cases for additional resources, and utilizes trend information to inform decision-making, resource planning, and performance improvements. Ensures processes and programs are implemented to safeguard compliance with ISO 9000 standards, trade regulations, U.S. export control laws and regulations for EAR/ITAR/IRS items, other restrictions, economic sanctions, and homeland security issues.

Rockville, Maryland, Us

Provided overall oversight, management, strategy, and direction for a global team of 19 multilingual professionals supporting a customer base spanning more than 140 countries. Developed strategies and goals to facilitate efficiencies and enhance productivity, and provided overall leadership, supervision, and management for day-to-day Customer Service operations. Tracked and monitored performance metrics associated with customer satisfaction, customer order volume, order accuracy, inbound/outbound call statistics, and issue resolution. Kept senior management and executive leadership up-to-date on group performance in meeting monthly revenue goals, ensuring the company is on track to achieve its business growth objectives. Monitored staffing levels and utilization, analyzes key performance indicators (KPIs) to forecast future workforce needs, develops business cases for additional resources, and utilizes trend information to inform decision-making, resource planning, and performance improvements. Managed staffing and scheduling, recognition and rewards, disciplinary issues, and made recommendations and decisions on hiring, terminations, and promotions.

Rockville, Maryland, Us

Provided overall supervision and management for a staff of 15 global customer service representatives serving customers throughout North America, South America, Europe, India, China, and the Middle East. Key responsibilities included supervision an management of daily customer service operations, developing supervisors and non-supervisors for improved performance and potential job growth, and driving customer experience-focused initiatives to improve service levels and quality. Regularly interfaced with other departmental stakeholders, including Accounting, Distribution, Sales & Marketing, to guarantee that orders are accurate and timely. Monitored and trained staff on the use of Oracle Order Management, CRM, and Service Request modules, and call management systems.

Rockville, Maryland, Us

Direct supervisor for USP customer service employees serving international customers in Europe, Middle East, Africa and Asia. Responsible for directing customer service staff and assigning work flowing into CS department from a variety of channels. Ensured staff members followed the correct procedures, answered incoming calls quickly, processed orders and quotes promptly, maintained quality and accuracy, and responded to requests in a timely manner. Managed staffing and scheduling, disciplinary issues, recognition and rewards, and coordinated new hires. Assisted customers through the full order cycle, from quotes to fulfillment. Responded to customer inquiries, resolved problem orders, and investigated complaints from customers. Measured and evaluated staff performance against monthly incoming/outbound call volume targets, orders booked, quotes entered per day, revenue targets, average hold time, and the abandoned call rate. Developed and monitored the performance plans for all applicable Customer Service Representatives.

Rockville, Maryland, Us

Responsible for receiving and processing orders on a daily basis from a variety of channels from European customers, responding to customer inquiries, resolving problem orders and investigating complaints from customers; and enhancing customer satisfaction. Received and processed orders on a daily basis from a variety of channels. Assisted customers through the full order cycle, from quotes to fulfillment. Investigated and resolved problems and complaints regarding fulfillment, claims, lost shipments, back-orders, erroneous and damaged shipments. Answered daily customer correspondence, produced price quotes and invoices, and advised customers of product availability. Ensured compliance with foreign country regulations.

Management of the daily operations of chiropractic office: daily interaction with an average of 40 customers per day, processing billing and payments, insurance verifications, benefits analysis, and data entry. Responsible for phone coverage, scheduling appointments, word processing, customer correspondence, insurance verification, mail processing and distribution, billing and delinquent account follow-up, and use of billing management software.

Munich, De

Business Management Assistant to the technical department at Allianz Insurance. Worked with life insurance policies, pension plan insurance, and pension funds for employees, corporate clients, and other affiliate companies. Utilized internal calculating software to adjust rates and premiums, resolved compensation issues, fielded incoming calls from agents, administered policy change requests from clients and coworkers that had been escalated from front line customer service representatives.

Three-year joint government-industry apprenticeship program between the Hannover Chamber of Industry and Commerce and Hamburg Mannheimer Insurance that combined classroom study with a work-related apprenticeship for a provider of life, injury, and property insurance to corporate clients. Major course of study was life and injury insurance; minor course of study was property insurance. Officially licensed to work in the insurance field in Germany as an Insurance Business Management Assistant in 2001.

Bachelor Of Science (Bs), Business Management

Degree, Insurance Business Management