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Lisa User

@lisauser12

Customer Care and Operations leader at EF Education First, planning Munich experiences and improving customer operations.

Germany

Message

At EF Education First GmbH, I plan and execute activities, trips, and events around Munich for international students learning German. I also manage feedback and quality, along with vendor and partner relationships.

At Wemolo GmbH, I managed and upskilled a hybrid customer care team and built training frameworks and onboarding documentation. I also created feedback loops with internal tech teams about the free-flow parking system, influencing product UX.

At Holidu GmbH, I built customer service infrastructure for DACH and global markets, then led and developed a team of up to 10 FTEs and working students. I also launched a WhatsApp customer integration and handled API partner support and software bug reporting.

Experience

Work history, roles, and key accomplishments

Current

Activity Leader

Current

EF Education First GmbH

Jun 2024 - Present (2 years 4 months)

Plans and executes activities, trips, and events for international students, ensuring premium experiences and immersion. Manages feedback cycles, quality, and vendor relationships.

Event Planning Vendor Management Quality Management Feedback Management

Team Lead Customer Care

Wemolo GmbH

Jan 2025 - Jul 2025 (6 months)

Led a hybrid team of internal and external FTEs, managed vendor performance, and built training frameworks. Oversaw complaint management, QCRM monitoring, and legal workflows.

Team Leadership Vendor Management Training QCRM Complaint Management Escalation Management

Senior Team Lead Customer Service

Holidu GmbH

Jan 2020 - Dec 2024 (4 years 11 months)

Led and mentored a team of up to 10 FTEs in a travel-tech environment, owning recruitment and onboarding. Served as primary contact for strategic partners and internal teams.

Team Leadership Recruitment Onboarding Stakeholder Management Training

Customer Service Manager

Holidu GmbH

Apr 2017 - Dec 2019 (2 years 8 months)

Built customer service infrastructure from the ground up for DACH and global markets. Executed OKRs including launching WhatsApp integration and improving customer retention.

Customer Service OKRs Project Management API Support Bug Reporting

Sales Consultant

EF Education First GmbH

Feb 2015 - Apr 2017 (2 years 2 months)

Managed direct B2C sales for the Bavarian region, consistently meeting targets for language travel programs. Developed regional marketing activities and nurtured client relationships.

B2C Sales Marketing Relationship Management Brand Awareness

Program Manager Au Pair US

active abroad

May 2013 - Jan 2015 (1 year 8 months)

Managed the end-to-end lifecycle for the Au Pair USA program, including candidate screening and visa logistics. Represented the company at trade shows across Europe.

Program Management Candidate Screening Visa Logistics Event Representation