Frederik Bausch

Worked on AI-driven simplification and global customer service projects in the HQ Customer Care Transformation function, focusing on knowledge management, process optimisation and customer and employee experience. Onboarded and mentored new team members and users on AI solutions, ensuring daily adoption. Supported AI customer service solutions, including phone, chat and voice automation. Developed the knowledge management strategy, covering cleanup, archiving, policy conflicts and version control.

Led the Hamburg product owner team for Salesforce and telephony, developing global customer service solutions. Headed the 70-person Central CRM Administration Team in Mumbai and Chennai, covering 1st and 2nd level support, system administration, central projects and global performance measures such as case merge bots and analytics. Designed and rolled out Salesforce Einstein Analytics to align worldwide service KPIs. Implemented Salesforce in Asia, standardizing tasks and improving service for customers.

Worked for Hapag-Lloyd Chile in Valparaiso

Worked a Project Manager in Santiago de Chile instead of Hamburg, Germany.

Project management team member coordinating a system rollout for northern European agencies. Streamlined processes in the European intermodal department and steered system implementation, raising staff productivity. Built a low-cost template for multiple agency websites and added portal modules for customer MRN and empty re-delivery queries. Set up invoicing for an agency within existing software, improving accuracy and collections while cutting complaints. Helped raise EDI KPIs for key customers.

Introduced VMware virtualization technology in company's regional IT infrastructure which lead to reduced hardware costs due to better use of hardware performance, higher availability and uptime. Developed backup and disaster recovery strategies to reduce business downtime in case of failure. Implementation of open source ticketing software to streamline and organize user support requests for operational system.

• Main focus Information Economics • Further languages Spanish

• Main focus information technology • foreign language Dutch

• Main focus information technology • foreign language dutch