Sigrid Michi

Leading Customer Service & Operations Management up to 3 LGC Locations in Europe. Responsable for 20+ FTE.

Deploy CELONIS automation of processes to manage and complete project within set time and budget frame. Lead and mentor team to enhance operational proficiency. Provide strategic leadership to employees in compliance with organization's policies and procedures. Oversee various process transitions to streamline workflow. • Improved KPI by 100% through strategic planning. •Ensure continuous process improvement by executing process analytics and reporting systems.

• Led and mentored four teams servicing 4 LEs, 30+ FTEs to achieve production target. • Successfully transferred project with several processes across one business unit – first time right, 100% client transition satisfaction score • Delivered 100% SLA and KPI performance since 1st month to ensure continuous process improvement. • Coordinated three improvement projects and implemented automation• Improved customer satisfaction score by more than 20% in under 1 year.

• Successful automated 1 end to end process and improve several processes partly by 60%. • Process Flow Design & User Story writing • End-to-end process workflow and automation • Defining and optimizing business processes, assessing potential workflow and automation solutions (including business cases)

• Maintenance of customers, contracts, orders, prices in ERP system, including performing of necessary checks before creation and or updating of data in ERP; • Maintenance of billing information and necessary documentation for invoicing; • Creation of invoices, including debit / credit notes; • Credit limit maintenance; • Invoice approval via a workflow application; • Process credit notes in SAP; • Processing and issuing of dunning letters • Intaking and resolving of customer queries;