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a cira

@acira

AI consultant building customer-care automation and CX solutions, including BerlinHostAIQ, a live GPT-4o-mini platform for Airbnb hosts.

Germany

Message

At Zalando Lounge, I achieved around 90% first-contact resolution across email, phone, and live chat, while reducing average handle time by an estimated 20% through structured resolution workflows.

I also designed and delivered an onboarding framework for new customer care representatives that cut ramp-up time from six weeks to three. At Valere Consulting, I led a six-person team delivering feasibility studies for public and private sector clients.

On my BerlinHostAIQ project, I built and deployed a GPT-4o-mini competitive intelligence platform for Airbnb hosts, using LangChain, LangSmith, and Streamlit. My AI consulting training at Ironhack supports my work with LLMs, RAG, prompt engineering, and workflow automation.

Experience

Work history, roles, and key accomplishments

Senior Customer Experience Agent

Zalando Lounge

Aug 2016 - Dec 2025 (9 years 4 months)

Achieved ~90% first-contact resolution rate across email, phone, and live chat, reducing average handle time by an estimated 20%. Designed and delivered an onboarding framework that cut new-agent ramp-up time from 6 weeks to 3 weeks.

Customer Service First Contact Resolutions Average Handle Time Omni Channel Support Quality Assurance Consumer Rights Training Onboarding

Customer Experience Agent

Zalando Shop

Nov 2013 - Jul 2016 (2 years 8 months)

Delivered omnichannel customer support to 500+ customers per month across the post-purchase journey, consistently exceeding team benchmark satisfaction scores for three consecutive years.

Customer Support Email Support Phone Support Live Chat Customer Satisfaction Omnichannel

Customer Operations Agent

EasyJet

Jun 2011 - Dec 2013 (2 years 6 months)

Resolved airline disruption and booking queries for 300+ passengers weekly, maintaining 100% EU261/2004 regulatory compliance. De-escalated 95%+ of high-complexity complaints without supervisor intervention during peak disruption events.

Customer Service Conflict Resolution EU261 Complaint Handling Multilingual Support

Customer Satisfaction & Team Lead

Valere Consulting

Jan 2008 - Mar 2011 (3 years 2 months)

Led a 6-person consulting team to deliver 15+ feasibility studies for public and private sector clients with a 100% on-time completion rate across 3 years, managing end-to-end project lifecycle from scoping to stakeholder presentation.

Team Leadership Project Management feasibility studies Stakeholder Management Consulting