Silke Robeller Email and Phone Number

Since 1987, the Rainforest Alliance has worked to build a global alliance of people who share our vision of a world where people and nature thrive in harmony. Today, we work in more than 70 countries around the world to protect forests, improve the livelihoods of farmers and forest communities, promote their human rights, and help them mitigate and adapt to the climate crisis.My team is spread into Customer Success, Back Office and IT Service Desk and consists of about 80 - 90 people incl. vendors. Excellent Customer Satisfaction with about 90 %.* Strategic and operational focus - establishing and leading the development and execution of our account strategy and roadmap with key expectations that drive* Formulating and aligning strategies with operational objectives* Developing strong service relationships with our customers* Actively participating in defining the future direction in alignment with the company objectives* Platform change CRM to better support the customers and to drive CSAT* Business Administration* Performance Improvement* Collabotation interdisciplinary with global departments

Responsible for the departments Customer Success, Back Office and Knowledge Management.Team incl. Outsourcing consists of about 70+ people.

Expertise:As a board member of FidAR e.V. *, I am part of a team that oversees the strategic direction, financial management and operational activities of the association. I am also responsible for representing FidAR’s interests and values in public and in dialogue with stakeholders. I contribute to the development and implementation of initiatives and projects that promote the advancement of women in economic leadership positions. *FidAR e.V. is a registered association with 1400 members, based in Berlin that aims to significantly and sustainably increase the proportion of women on the supervisory boards of German companies.I am a Advisory Board Member and Regional Lead Southern Germany at CCV, a registered association for the customer service and call and contact center industry in Germany. CCV informs, advises and supports its members on topics such as quality, innovation, digitalization, data protection, education and training.. As a Regional Lead, I organize and host regional meetings and events for CCV members and partners. I also network and communicate with the CCV community and other relevant associations and organizations. I participate in the CCV annual conference and other events related to the industry.

"Results-driven professional with a proven track record in managing and developing international service units across renowned TV Shopping, Amazon, and Affiliate Marketing brands. Specializing in e-commerce within the healthcare sector, with expertise in customer care, order management, and optimizing monthly KPIs. Skilled in collaborating with international service providers and leading system replacements for improved efficiency."* International e-commerce in the healthcare business* Customer Care for B2B and B2C Customers internationally, e-commerce and order management* Improving monthly KPIs* Working with international service providers/outsourcers in various countries* Experience in system replacements, working together with international development and improvement teams

Division Head / Bereichsleiter / Manager /Department LeadMarket leader in the healthcare sector (data center)Sales 20 billion in the group, Management range 25 employees, Reporting line: Managing directorSuccesses:* Top Service Deutschland Award 2018* Increase of Customer Satisfaction to Ø 1,27 and NPS to 68 (from 100)* Cost savings* Development after MergerFocus:* Strategic and operational responsibility for customer care* Continuous monitoring and optimization of all services and processes about the measurable increase of efficiency, quality, and profitability* Integration of the customer service departments of merged companies into an overall concept and the associated change management

Global Footwear BrandSales 650 million, Management span > 50 employees.Reporting line: CEOsSuccesses:* Increase in international Customer Satisfaction* Crisis management with international customers (e.g. recall campaigns)* Troubleshooting for timely, worldwide delivery of productsFocus:* Management and strategic further development of the worldwide customer service B2B and B2C for the Americas, Asia-Pacific, DACH, and EMEA regions* Responsibility for the smooth process from appointments to deliveries of the Birkenstock product range for B2B and B2C customers________________________________________

Head of / Division Head / Department LeadLeading publishing group in der DACH RegionSales 400 million, Management span up to 80 internal and 600 external employeesReporting line: Business Area ManagerSuccesses:* Service provider responsible for a cost reduction of over 50 % through process outsourcing* Increase in sales cross / upselling 150 %* Maintenance of the service during the transition from insolvency to new ownersFocus:* Management and development of the B2C contact center in bulk business for order acceptance 24/7 and answering customer inquiries, multichannel* Service provider management (quality, utilization, costs)* Maintaining service during the transformation

Division Head / Manager / Department LeadGerman branch oft he world’s largest direct selling organizationSales 110 million, Management span > 40 employeesSuccesses:* Harmonization of business processes brought 29 markets to common standards* Increase in Customer Satisfaction from school grade 3 to 1.48* Additional sales success via the telephone channel from 0 to over 500.000 Euro/year* Troubleshooting IT conversion logisticsFocus:* Management of the German and French Service Centers * Management of the international team for „Order Management“ in the European project for the introduction of the worldwide ERP system

Management of the German service centre and, temporarily, also the French one with 4 team leaders and up to 50 employees, whereby my duties included budget responsibility.

· Acquiring, and providing consulting and training to corporate clients · Responsible for software rollouts for corporate customers