Alexander Föllmer

• Leading driving and implementing EU-wide projects to improve customer experience • Improve quality KPIs or reduce incoming customer contacts or repeated customer contacts • Own and direct improvement initiatives to implement smaller and large scale fixes for process gaps and unsatisfactory customer experiences

• Introducing new programs to DE & UK, from reviewing content and processes to implementing and accompanying the launch and supporting operational teams • Mechanisms for tracking quality KPIs and coaching the responsible operational teams • Support/ consult with the necessary functions to ensure new policies/processes are followed and sustainable • Effectively scoped and rolled out projects with measurable results against key metrics • Language quality assurance of content provided by different departments

• Reporting, presenting and explaining country specific quality KPIs to the EU leadership in weekly business reports • Deep diving programmatic issues and collaborating with partner departments to eliminate defects Provide a holistic view of customer performance and identify the levers which will define improvements • Liaise with EU Customer Service teams to coordinate customer and performance improvements

• Handling complex and escalated customer contacts and implement solutions to avoid egregious experiences • Liaise with national and international departments for improving customer experience and customer facing processes

• Handling various customer contacts via social media platforms (facebook, twitter, Instagram)

• Assist the quality assurance team on weekly business reportings • Support local site and local operations teams with quality tracking – coaching and improving processes • Contact mining and conduct individual coaching on improvement opportunities

• Handling and answering inbound customer contacts and inquiries via multiple channels (phone, chat, email)

• Lead problem solve department in customer-returns and outbound department