Customer Service Consultant

9/2020 – 3/2022

Strategic realignment of the QM team and division of the team into specialist areas with individual Team Leads in order to be able to continue to support the growth of the company and the extensive customer demands (18-month target operation model)
Professional and disciplinary team leadership: coaching the individual team members so that they can grow in their positions and adapt their individual strengths to the new, grown company demands
Restructuring of the quality standards for internal and external ID Specialists, adapted to the different products of the company (elaboration of relevant KPIs and their measurably successful implementation)
Ensuring the best possible service quality and fraud detection through performance analyses and initiation of relevant measures
Optimization of business processes and workflows in Operations, development of a new knowledge management tool and drafting of an editorial guide to ensure better comprehensibility
Budget responsibility for tool selection and team enhancements

Projektleitung / Teamleitung, Qualitätslenkung, Qualitätsrichtlinien, Teamentwicklung

5/2020 – 8/2020

Professional and disciplinary team leadership of the Business Analysis Team and Quality Assurance Team: coaching the individual team members to adapt their individual strengths to new demands
Restructuring and optimising key processes within the teams and the company
Realignment of teams' scope and targets, delegation of projects and tasks
Setup, structuring and administration of reporting for KPIs and relevant metrics for internal departments Business Operations and Customer Care
Implementation of processes to increase quality, analyses and communication of monthly results to relevant stakeholders
Analysis and improvement of invoice model for Wirecard Communication projects, ensuring rentability and liquidity
Crisis management during insolvency by supporting Leadership team and Finance in terms of finance controlling, debitor / creditor analyses, stakeholder communication

Motivation Projektteams, Projektleitung / Teamleitung

3/2017 – 5/2019

Reaching business targets and metrics as a leader of new or established teams across different technical support lines of business and levels of up to 25 Advisors
Bringing new hires to proficiency following a set framework with proven success in 90 days
Encouraging and motivating Advisors with coaching guidance to reach the next career step
Conducting business hiring interviews
Demonstrating integrity by following business conduct / HR policy guidelines and, if needed, by taking actions
Transferring previously gained knowledge from Training or Calibration Teams, by driving projects and initiatives

Projekt-Qualitätssicherung, Projektleitung / Teamleitung, Teamentwicklung, Training - Coaching-Kompetenzen