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Manager Customer Service

Berlin, Germany
October 14, 2019

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Confidential Name Page * of *




German Citizen

Available for Relocation and Travel

M: +491*********



Operational Efficiency Customer Experience Organizational Change Highly skilled operations and people manager with excellent analytical, communication, and project management skills. Proven track record of successfully leading teams through times of uncertainty and organizational change in several international corporations within the automotive and financial services sectors, visa industry as well as governmental institutions. Led multinational teams of up to 100 across countries with annual operating budgets of

$10+ million. Always striving to improve customer experience through enabling a culture of employee engagement, motivation and high performance.

Operations Management Develop and Motivate People Customer Focus

People Management & Leadership Strategic & Business Planning Leading through Change

Project & PMO Management Drive for Results Negotiation & Decision-Making

Budget Management/ Cost Control Automotive Finance Business Process Excellence

Operational Efficiency Credit Risk Management Coaching and Mentoring

~ Fluent in German, English, French, and Turkish ~ PROFESSIONAL EXPERIENCE

TLS CONTACT [International Operator of Visa Application Centers] Regional Operations Manager Northern Europe Berlin, Germany

(10/2018 – Present)

Regional Executive successfully managing all operational activities for 11 Visa Application Centers in a region of 8 countries (Germany, Austria, Switzerland, Scandinavia, Czech Republic).

Established excellent relationship with the UK government client by delivering two key digitization projects on time and above expectations. Abandoned paper-based processes by full end-to-end digitization of the visa decision-making process, considerably reducing time and effort internally and for the client

Expanded the business by opening two additional Visa Application Centers as well as a Regional Service HUB in Germany, increasing the headcount under my supervision by 15% to over 90 employees, including 10 direct reports

Tripled the sales of added value services from Q4-2018 to Q2-2019 through introduction of online sales, effective sales techniques and product bundling, while elevating the customer experience at the same time

Increased average customer satisfaction ratings of all my centers on Google reviews from 3.4 to 4.5 by consistently improving the customer journey and immediate resolution of customer pain points

Ensuring first class customer service by keeping employees engaged and issuing incentives based on business performance and positive customer reviews. Took numerous actions to increase employee satisfaction ratings across locations

Constantly seeking to maximize resources productivity (workforce, technology, facilities), e.g. by using flexible labor contracts and automation of manual work procedures

Preparing weekly reports to COO over business performance and financial results (P&L, forecasts, KPI)

Fixed constant staffing issues in the region through effective recruitment, training, and talent development

Participated in regular Senior Management meetings (on/off-site) to discuss challenges, new business opportunities and the overall strategic direction of the company Confidential Name Page 2 of 3

GM FINANCIAL [Finance Captive of General Motors]

International Management Development Program

(01/2016 – 09/2018)

Within the three years’ International Accelerated Development Program (IADP) of GM Financial, I was employed by GM Financial Germany (mainly located in Potsdam), but passed three international assignments and intensive management trainings also in the UK, Mexico, and the United States. At the end of 2017, GM Europe (including GM Financial) was acquired by PSA and the branding changed to Opel Vauxhall Finance. Wholesale Operations Manager, Opel Vauxhall Finance Potsdam, Germany

(01/2018 – 09/2018)

Supervised a commercial account management team of 30 people, incl. 5 direct reports, ensuring attractive but secure financing of GM (Opel) car dealers across Northern & Eastern Europe

Led the team through the corporate transition after the shareholder change by keeping them focused on business as usual while using efficiency gains to free up resources for new projects as required by the new shareholders

Successfully introduced a new line of business with the financing of car parts& accessories. Led the project from an operational side from initiation to closure and set up the financing operations within my department

Led cross-departmental efficiency projects on a European scale with a business impact of >€500K

Regular reports and presentations over business KPIs and analyses to European Wholesale Director Retail Operations Manager, GM FINANCIAL GERMANY

(01/2017 – 12/2017)

Passed two international management trainings of one week duration each on business strategy and presentation skills (Monterrey, Mexico) and how to lead and motivate a team (Detroit, US)

Managed 4 department supervisors with a total headcount of 45 employees

Translated the strategic goals and overall business targets provided by the Top Management into clear, measurable and actionable objectives for all 4 departments under my scope

Led process improvement projects, mainly by using technology to replace manual paper-based processes

(e.g. digital contract) and policy simplification to reduce duplicate efforts across the different departments

Completed international group project working together with colleagues in UK, Mexico, and the US on a business case for a used car-remarketing portal for GM Financial Mexico. Presented the project to the GMF Board of Directors in Detroit and got approval for market implementation. Project Manager, GM FINANCIAL GERMANY

(01/2016 – 12/2016)

Passed two international management trainings in the UK of one week duration each. 1) Personality, emotional intelligence and leadership principals; 2) Project Management for Success

Developed Strategic Roadmap 2016-2020 for GM Financial Germany Retail Operations by aligning all existing and pipeline projects to GM’s overall strategic objectives and values. Presented to MD and SMT

Successfully passed several weeks of rotation working directly with the agents in all departments of Retail Operations, i.e. Contract Acquisition, Credit Lending Center, Customer Service & Collections. Developed detailed understanding of the credit procedure and customer journey from start to end

Supported the Senior Management with project portfolio management and coordinated with central PMO PAYPAL EUROPE SE

Customer Experience Manager Berlin, Germany

(12/2014 – 12/2015)

At the PayPal Europe Operational HUB in Berlin, where all customer-facing departments were located, I was in charge of supervising the correct application of PayPal’s consumer protection policies by internal departments. Confidential Name Page 3 of 3

Quality control of internal departments to ensure decisions taken reflect positively on customer experience

Reviewed resolution of buyer-seller disputes and appeals to ensure customer protection policies are correctly applied. Initiated corrective action and training of staff in case of clear mistakes

Weekly analysis and presentation of budget spent for customer service courtesy decisions

Provided trainings on internal policies to all departments

Became leader of the Employee Engagement Committee and organized a number of activities to boost overall staff motivation


Project Assistant in DG for Economic and Financial Affairs Brussels, Belgium

(10/2013 – 09/2014)

Working in a strategic coordination unit, directly reporting to the Director General for Economic and Financial Affairs, I assisted major strategic projects with direct political impact by providing qualitative and quantitative analyses.

Independently developed an analytical concept to demonstrate progress of EU Member States in completing structural reforms as requested through the Commission’s Country-Specific Recommendations (CSRs). The presentation slides I prepared based on this methodology were used by Commissioner Olli Rehn in a key press conference.

Supported the team of economic analysts with data analysis and qualitative research on Member States

Coordinated a part of the unit’s work on the European Semester policy review exercise, working directly with the Directors and their teams

Participated in seminars and conferences on behalf of the DG for Economic and Financial Affairs PROFESSIONAL PRESENTATIONS

Presentation to the GM Financial Board of Directors in Detroit, September 2017: business case for an online used car remarketing platform for GMF Mexico (the project has been realized in 2018 by the local team)

Prepared 80% of Senior Management Presentation to the new shareholders during the sale of GM Europe to PSA providing a detailed overview of the entire GM Financial Germany Operations, March 2018

Presentation of GM Financial Germany Strategic Roadmap 2016-2020 to Managing Director, aligning key strategic projects to GM’s strategic goals and values, June 2016 EDUCATION

M.A. European Studies (Economics & Political Science) – University of Hamburg, Germany


B.A. Social Economics – University of Hamburg, Germany

(10/2008 – 02/2012)

Certificat d’Études Politiques (diploma during Erasmus exchange) – Sciences Po Lille, France

(09/2010 – 06/2011)


Daniel Levis (previous manager and mentor) - Chief Operating Officer, GM Financial, Shanghai, China;; +86-189-****-****

Fettah Tamince (personal acquaintance); Owner, CEO, Chairman of Rixos Hotels, International Entrepreneur

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