At Drei Österreich, I lead quality management for customer-service front and back offices across two locations, designing consistent quality standards for 200 employees.
I've built cross-site coaching frameworks for leaders and agents, developed evaluation criteria to reduce repeat calls and improve first-call resolution, and managed service processes with department heads, project managers, and ambassadors.
My background also includes leading customer-care teams, running a solar flagship store with P&L, sales, and staffing responsibility, and managing procurement, logistics, B2B customer relationships, insurance consulting, and support knowledge management.
