Christoph Edler von Lerch

Leading an end-to-end AI transformation of a global customer support organisation, tripling daily ticket capacity from about 200 to 600+ without proportional headcount growth. Redesigned customer interaction models, introduced QA frameworks, and implemented KPI-driven management.

Launched customer support operations in three additional countries and designed company-wide business reporting infrastructure. Led end-to-end programmes to prevent senior-executive escalations and owned launch readiness across multiple initiatives.

Launched Germany's first financial operations vendor support team, reaching full KPI adherence within three months. Built operational processes, staffing structures, and a centralised knowledge management system, and established one of Germany's first fully virtual support teams.

Raised daily processing throughput from about 300 to 200,000 pages through workflow redesign and technology adoption. Scaled the department from 5 to 22 employees and built a records-indexing department from the ground up.

Managed complex medical and security evacuation operations from high-risk regions including Rwanda, Sudan, Iraq, and Afghanistan. Coordinated time-critical international assistance and led multicultural case-management teams.

Ran overnight hotel operations including financial reconciliation, front desk, housekeeping coordination, and security oversight.

Completed International Project Management program at the University of Rochester (Online) in 2018.

Bachelor of Arts in International Business from Webster University Vienna, completed in 1999.