Marta Bredfeldt

• Defining technical support strategy and delivering user-centric technical support experience for all platform-related queries • Creating an environment to optimise existing processes and workflows within the company, providing time efficiency through automation (Robotic Process Automation, Power Automate, FTE saving as KPI) • Skills: Business Process Improvement | Organisational Leadership | Business Transformation | Employment Law | Mentoring | Budgeting | Risk Management

• Managing a high-performing team in charge of handling incidents and escalations as well as internal and external regulatory enquiries (DSAR for GDPR and CCPA) • Defining policies, processes and procedures (implementing Incident Management Process – defining MTTA and MTTR – ITIL based, Post Merger Integration of affilinet AG, introducing 4 day working week) • Managing multiple remote teams of over 30 people • Skills: Customer Loyalty | Agile Methodologies | Managing Diversity, Complexity and Ambiguity

• Setting-up and managing new global technical unit and implementing Single Point of Contact for all technical queries in JIRA and MS Teams • Aligning and implementing global processes for 14 teams across Europe, the US and Brazil (Salesforce Case Console integration, SLAs and KPIs definition) • Managing organisational transformation processes (post merger integration) • Skills: Remote Team Management | Stakeholder Management | Change Management | Project Management | Cross-cultural Communication

• Overseeing the activities, quality, profitability and development of the DACH Technical Services team (reducing response time by 17% and resolution time by 12%) • Assigning, planning, developing and implementing projects and processes that impact technical service provided to the clients (SLA unification, SPoC introduction) • Serving as interface to senior management and escalation point for the team members, stakeholders and clients • Skills: Planning | Decision-Making | Delegation | Presentation Skills

• Providing technical support to clients • Integrating tracking • Developing MasterTag plug-ins (in-house developed real-time tracking solution) • Monitoring, troubleshooting and escalating to next support level as needed • Serving as a subject matter expert for technical projects • Designing and conducting trainings for the local sales teams Skills: Analytical Skills | Problem Solving | Client relations | Troubleshooting