Mareen Große

• Vendor Manager BillPay process + Klarna CH market. • Performing measurements based on service guideline • Creating tables and graphs for evaluation of figures • Updating Stakeholders about assessments weekly • Supporting cross-functional between Stakeholders regarding routine optimization and meetings • Responsible for projects regarding optimization of the swiss market from a quality perspective • Maintenance and Optimization of quality behaviors due to Customer Service KPIs

• Responsible for the merchant settlement process (preparation and payouts) • Go-to person for merchant/customer service inquiries • Primary contact for employee expenses process • Optimized bank transfer error resolving processes • Resolved bugs (from a financial perspective)

• Responsible for team member onboarding and upskilling • Main contact person for debt collection inquiries (debt collection partner/customers) • Deputy to team lead • Regularly performed quality analysis based on Billpay quality guideline • Took over team lead position for 1 month (during development program) • Constantly in top 3 in quality and quantity metrics for the entire service center • Initiated several processes and mail template improvements • Lead backlog reduction projects

Entwurf, Konstruktion, Bauwirtschaft, Bauphysik