I have the German citizenship, but I am actually based in Istanbul/Turkey.
Accomplished leader with 15+ years hands-on Customer Experience, CRM, Team Leadership, Customer Strategy, Customer Experience organizational design/delivery, Coaching, Training, Mentoring & Development with a proven track record leading, building and developing high-performing cross-functional remote and in-person teams, developing and delivering CX organizations/projects, go-to-market strategies, customer journey & persona mapping leading to the achievement of annual and long-term financial goals and objectives.
• Freelancer in the field of customer service and customer experience
• Career and motivation coaching for managers
• Collaborated with global departments to identify potential in B2B communication with stakeholders of the
company
• Planned and rolled out a new operating system in collaboration with other departments
• Took care of the creation of internal and external knowledge bases as well as training videos on YouTube
• Optimized workflows and processes as best practices
• Developed the customer experience and customer service strategy
• Established and defined the KPIs for the customer service team
• Led the customer service and customer experience team
• Responsible for recruiting, interviewing, onboarding key talent
• Implemented Zendesk with writing help center articles and phone call procedures
• Answered customer inquiries via phone, email, social media and reviews