Andrea Krüger

Berufserfahrung von Andrea Krüger

• Bis heute 24 Jahre und 2 Monate, seit März 2000

  Service Delivery Manager / Customer Service Outsourcing

  Microsoft Deutschland GmbH

  Managing outsource partners and operations within Microsoft Customer Service organization, responsible for 2 Contact Centers in Germany and Bulgaria (TechSupport & Customer Service. Until June 2012 CC in Tallinn with 18 languages & countries, EMEA wide support organization. Delivering against standard quality of service metrics and responsible for stakeholder engagement. Forecast,budgeting, reporting. Drive efficiencies, quality, process improvements. Direct reporting to Global Finance Org.

• 6 Monate, Sep. 1999 - Feb. 2000

  Team Manager

  COMPAQ

  Team Manager for Major Accounts / Outbound Telesales Team

• 9 Monate, Nov. 1998 - Juli 1999

  Junior Consultant

  WHS Consulting Group

  Junior Consultant for Call Center Projects : ADAC Munich, Lufthansa Frankfurt, WebScentric Munich

• 1 Jahr und 8 Monate, Jan. 1997 - Aug. 1998

  Call Center Team Manager

  Microsoft Deutschland GmbH

  Team Manager for Customer Service Team (Call Center Support)

• 2 Jahre und 2 Monate, Nov. 1994 - Dez. 1996

  Call Center Agent

  Microsoft Deutschland GmbH

  Handling of customer requests on phone, fax, white mail and email, queue monitoring, coaching of new hires, responsible for internal Knowledge Base and process descriptions

• 4 Jahre und 5 Monate, Apr. 1990 - Aug. 1994

  Verkauf und Werkstattarbeit

  Schmuckladen von Felden, Berlin

  Sales of jewellery & watches and goldsmith in the dealer`s workshop