• Managed a team of 55 employees, provided guidance, coaching and feedback to ensure high performance and job satisfaction towards team managers and coaches, improved knowledge and reduced attrition by 10% within the first 3 months.• Implemented the existing site wide performance framework and disciplinary guidelines and reduced ABS by 40% in the first 3 months.• Created and implemented the performance and quality guidelines according to internal and client KPIs and guidelines improving employee loyalty and satisfaction and increased customer satisfaction by 30% within the first 4 months.• Created, planned and implemented site-wide initiatives to improve quality and performance according to COPC standards reducing the critical error quote by 35% within the first 4 months and improving productivity by 20% within the first 6 months.• Aligned internal and client given procedures by COPC standards to prepare for any future certification of the site.• Implemented the new 1st/2nd Level Support set up increasing case handling efficiency by 22%.

• Developed the overall KPI performance and quality framework according to client standards.• Developed and implemented the internal performance and quality framework for all employees increasing knowledge, tenureship and decreasing attrition by 15% within 4 months.• Worked closely with partners, Team Managers and other stakeholders to improve first line quality and performance focussing on the customer satisfaction which increased by up to 24% in the first 4 months.• Developed a site-wide comprehensive quality assurance program that ensured all deliverables met the highest standards of quality.• Created and implemented the unified Team Manager onboarding for the site to assure full vision for new managers towards daily operations and people management on site.•Created and implemented several CSR targeted development programs (Team Lead Assistant, Quality Analysts etc.) to retain internal talent.

• Managed a team of 16 full time 1st line support agents and drove their personal development, increased the KPI performance overall by 40% and implemented a internal quality monitoring process increasing the overall quality by 14%.• Conducted language assessments with potential new hires and handled all staffing related tasks improving the ABS rate by 20% yearly.• Planned and launched the internal quality analyst project focussing on the market specific issues increasing customer satisfaction and resolution rate by 5% monthly creating the best performing team in the vendor network across 3 countries.• Managed the domestic mail and email support for the client and improved the global guardianship process regarding efficiency and quality of correspondence.

• Managed a team of 16 full time 1st line support agents and drove their personal development, increased the KPI performance overall by 40% and implemented a internal quality monitoring process increasing the overall quality by 14%.• Conducted language assessments with potential new hires and handled all staffing related tasks improving the ABS rate by 20% yearly.• Planned and launched the internal quality analyst project focussing on the market specific issues increasing customer satisfaction and resolution rate by 5% monthly creating the best performing team in the vendor network across 3 countries.• Managed the domestic mail and email support for the client and improved the global guardianship process regarding efficiency and quality of correspondence.

• Created and implemented the partner support for different markets including DACH, BeNeLux, France, Italy and Eastern Europe.• Managed a team of 15 full time employees and 8 interns and all staffing aspects including contract extensions, dismissals or any disciplinary actions with a total reduction of 22% of the sickness rate.• Created and implemented the onboarding for new team members, quality control and training of the BPO partner regarding pricing, allotments and offer details.• Managed the partner vendor towards efficiency and quality of data to assure a seamless handover of tasks.• Monitored and improved the given KPIs (Partner Satisfaction Score, NPS, response times, first touch solution) by up to 30% within 6 months.

• Managed partner contracts and pricing data entry for DACH region, serving as first point of contact for Travel Advisors and partners.• Handled financial issues, overbookings, and complaint handling for designated markets, specializing in River and Ocean cruise offers.• Achieved high customer satisfaction through efficient complaint resolution and proactive communication with partners.

• Provided 1st line support via phone, chat, and email for the German-speaking market at TravelBird.• Specialized in cruise bookings, resolving payment issues, overbookings, and cancellations.• Managed complaints effectively, ensuring customer satisfaction and retention.

• Invited C-Level delegates to exclusive B2B events in the DACH market, maintaining delegate relations and supporting travel plans.• Managed delegate database through phone calls and emails, fostering relationships with personal assistants and secretaries.

• Managed a team of head waiter, bar chef, and 14 waiters across 4 F&B outlets onboard MV ALINA in Germany, Netherlands, and Belgium.• Conducted service and sales training for restaurant and bar crew, ensuring exceptional customer experiences.• Oversaw beverage stock for all outlets, maintained HACCP and hygiene standards, and planned special events like Kings Day and wine festivals on the Rhine.

• Managed a team of 12 waiters and bar chef, ensuring exceptional service and sales training.• Oversaw beverage stock and housekeeping, adhering to HACCP and hygiene regulations.• Planned and executed special events like French National Day celebrations and wine tasting events.