Angela Spiegel

Darlehensberatung und Vermittlung mit Spezialisierung auf in Deutschland lebende Kunden, die in eine Immobilie in Frankreich kaufen.

Manage Colt´s Technical Service Desk, delivering customer service on a 24/7 basis 365 days per year, with 120 resources to Global Customer Base. Development of strategy within Service Desk & future improvements.

Responsible for German/Austrian and Swiss Team in Colt´s 1st level Service Desk (Customer Service Centre) with 3 Team Leaders as direct reports (managing 40 resources ). Key responsibilities were resource management (recruitment, liaising with HR), performance management and escalation management (2nd Level escalation contact).

Responsible for a team of 12 Service Desk agents. Daily tasks were performance monitoring, jeopardy management (queue management), and customer escalations (Level 1 escalation contact).

Colt specific leadership development program comprising 7 modules, covering a range of subjects including strategic management, change management, organisational leadership and communication skills for leaders.

European Business; Strategic Management; Management Action in Practice; Start a Venture; Internet and Ecommerce