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A seasoned Customer Service and Care professional with a proven track record of transforming and optimizing customer service departments in various industries. With extensive experience in leading teams, implementing digital solutions, and strategizing to enhance customer satisfaction, I am adept at cultivating service-oriented cultures and leveraging modern technologies to create exceptional customer experiences.
My journey spans from being the Head of Customer Care at zooplus AG, where I was responsible for the customer care of 40+ eCommerce shops, with +500 agents, to serving as Director of Customer Service at Internetstores GmbH, where I realigned the department, focusing on service culture, technology, and efficiency. With expertise in implementing CRM systems like Salesforce and Zendesk, I've also played a pivotal role in digitalizing customer care services at Lidl and other organizations.
Throughout my career, I have successfully managed large teams, negotiated with vendors, and introduced innovative service concepts to cater to high-fashion clientele and diverse customer segments. I am passionate about continuously improving customer service, and I thrive on delivering WOW experiences to all customers.
I have a track record of developing strong teams, and I am passionate about ensuring that my team and our customers have a favorable experience from start to finish.