CM MC

Responsible for the post-purchase customer journey, customer service, and BPO management. Implemented the 2025-2028 digital strategy, including nearshore BPO integration and a 5-level support model.

Led crisis intervention, reducing ticket backlog by 76% for inquiries and 64% for complaints within 14 days. Developed and launched the AI voicebot 'Amira' and built the central knowledge base 'Wisebase'.

Reorganized the internal sales department and merged inside and outside sales. Aligned customer orders with production and capacity forecasts to ensure delivery reliability and avoid penalties.

Led 23 employees and recruited and onboarded 12 specialists. Created the group's digitalization concept and optimized processes in Salesforce and ERP.

Optimized processes in Salesforce, evaluated AI-based customer service tools, and insourced external hotlines.

Increased service availability from 82% to over 90% by implementing Genesys omnichannel routing.

Led 36 employees and built a just-in-time/overnight spare parts supply and quality circles.

Managed 5 call centers with 600 employees and approximately 20 million customer contacts per year in a banking environment.

Earned a degree as Betriebswirt (VWA) with a focus on Marketing, Organisation, and HR.

Earned a degree as Dipl.-Kaufmann (FH) with a focus on Marketing, Organisation, and HR.

Certified in agile transformation methods as a Change Manager and Scrum Master.

Completed continuous education in modern leadership and coaching.