Silvia Ammann Email & Phone Number

Berlin Und Umgebung, Deutschland

Part of agency leadership team Key responsibilities include: • Co-creation and implementation of company strategy throughout the business units • Ensuring value-driven client experiences that lead to stable and long-lasting client relationships • Building and leading the ctrl QS Academy: Holistic training program to increase service quality, scalability and retention • Define and implement learning design approach to solve educational aspects of business challenges• Ownership of learning initiatives and driver of learning organization approach • Company wide communication on strategic initiatives

Berlin

Member of company management team of three together with Director Strategic Development and General ManagerKey responsibilities: • Setup of sustainable operations to meet long-term strategic company goals • Define and implement service & quality standards and ensure continuous excellence in service delivery • Client Relationship ManagementKey achievements: • Implementation of new organizational structure to support team growth and development maintaining the ctrl QS spirit and working style• Implementation of internal training program to support personnel development

Berlin

Account direction for clients from FMCG and luxury sectorKey responsibilities: • Leading the support & rollout teams (16-30 members) overseeing multiple international website relaunch & rollout projects for different clients• Quality Management • Client Relationship Management & Business Development Key achievements: • Led multiple successful and timely international website rollouts for FMCG brands • Established stable support teams and processes new clients, providing the operational platform for projects to turn into long-term client partnerships

Berlin

Project management and consultancy for clients from FMCG sectorKey responsibilities: • Management of country support & SLA achievement• Leading the support team (3-8 members)• Training concepts & optimisation & implementation• Training of new team members internally and on client side• Quality Management • Client Relationship ManagementKey achievements:• Management of successful and timely international website relaunch & rollout project for 60 local markets for FMCG brand • Setup and onboarding of stable client support team covering a wide range of areas of expertise and ensuring highest client satisfaction

Potsdam Und Umgebung, Deutschland

Leading the training and quality teams • Development and implementation of international training and quality assurance concepts• Continuous evaluation of training delivery and material to ensure sustainability and analysis of KPIs• Implementing client requirements with regards to content and quality in alignment with operational departments• Leading trainer team across three international sites• Steering knowledge management across 4 international sites• Setup of projects including consulting during the recruitment, the training of the trainers, team leads, coaches and customer service agents and implementing training and quality concepts at arvato sites in Gurgaon (India), Casablanca (Morocco), Istanbul (Turkey) and Liverpool (UK). • Leading the internal “Best Practice Team”• Developing and implementing processes for quality assurance and fastest possible implementation times for ad-hoc client requests outside of the standard service agreements

Potsdam

Leading the training team• Developing and implementing international training concepts• Continuous training evaluation to ensure sustainability and analysis of KPIs• Reviewing and approving training material • Steering knowledge management across 4 international sites

Gütersloh

• Developing training concepts, organizing, implementing and reworking training programs for new employees and existing teams• Development of customized, use-case oriented training material including tests and exercises in English and German • Implementation of new training contents • Documentation and mapping of processes • Development of tests and exercises supporting the recruitment of new customer service employees including language tests• Setup and implementation of a Knowledge Base (Wiki) for service center employees• Participating in a project to document all processes for a customer service site• Creation and translation of knowledge base articles