Michaela Weber - Customer Service Consultant, Mediator & Coach

Q: Where is Michaela based?

Michaela is based in Hamburg, Germany .

Q: What languages does Michaela speak?

Michaela speaks the following languages: German (Advanced), English (Advanced) .

Q: How many years of experience does Michaela have?

Michaela has at least 27 years of experience. During this time, Michaela has worked in at least 9 different roles and for 9 different companies . The average length of individual experience is 3 years . Note that Michaela may not have shared all experience and actually has more experience.

Q: What is Michaela's latest experience?

Michaela's most recent position is Customer Service Consultant, Mediator & Coach at Self-employed .

Q: What companies has Michaela worked for in recent years?

In recent years, Michaela has worked for Self-employed .

Q: Which industries is Michaela most experienced in?

Michaela is most experienced in industries like Information Technology (IT) , Retail , and Energy .

Q: Which business areas is Michaela most experienced in?

Michaela is most experienced in business areas like Customer Service , Information Technology (IT) , and Human Resources (HR) . Michaela also has some experience in Sales , Project Management , and Quality Assurance (QA) .

Q: Which industries has Michaela worked in recently?

Michaela has recently worked in industries like Retail .

Q: Which business areas has Michaela worked in recently?

Michaela has recently worked in business areas like Customer Service and Human Resources (HR) .

Recommended expert

Hamburg, Germany

Experience

Jul 2019 - Present

6 years 8 months

Customer Service Consultant, Mediator & Coach

Self-employed

I support the setup or optimization of customer service with the goal of creating efficient and transparent processes that lead to happy customers, employee satisfaction, and profitability.
I especially advise startups and e-commerce companies or act as an interim manager, train and coach teams, staff, and (junior) managers, and as a certified mediator, help clarify or avoid conflicts.
Setup and maintenance of helpdesk solutions:
Gorgias
Reamaze
Freshdesk
Zendesk

Sep 2018 - Jun 2019

10 months

Director Customer Care & Order Processing

AIRY GreenTech GmbH

Comprehensive customer support (support, pre- and post-sales, order processing)
Optimizing existing service processes
Developing required service structures (SLAs etc.)
Implementing a ticketing system (DeskPro)
Building a support portal (knowledge base/self-service) and maintaining content
Creating product documentation and guides
Providing technical support to sales

May 2017 - Aug 2018

1 year 4 months

Head of IT Support

ANS Active Network Systems GmbH

Leading IT support and operations
Training IT specialists
Continuously optimizing support and maintenance processes
Quality assurance of the department
Internal project leadership

Jun 2013 - Apr 2017

3 years 11 months

Head of Technical Customer Support & Consulting

Protonet GmbH

Built the entire support organization
Continuously improved support processes and tools
Mentored support staff
Created product documentation, guides, and training materials
Implemented a ticket system (Helpspot, Zendesk)
Set up and managed a support portal (knowledge base/self-service)
Provided technical customer support (pre- and post-sales)
Conducted product training
Technical support for sales
Organized and carried out software tests

Jul 2007 - Apr 2013

5 years 10 months

Senior Support Engineer

CA Deutschland GmbH (CA Technologies)

Deputy team leader and mentored new team members
Created guides and knowledge base articles
Worldwide 1st level support for the security solutions CA SiteMinder Web Access Manager and CA Single Sign-On; by phone, online, and remote
Independently developed problem solutions through research, reviewing configurations, log analysis, remote connections to customer systems, and reproducing issues in self-built test environments, including detailed documentation in the ticket system

Sep 2004 - Jun 2007

2 years 10 months

Presales Consultant Security Management

CA Deutschland GmbH (Computer Associates)

Developing custom solutions in the areas of identity and access, security information and threat management
Presentations, lectures, live demos, trainings, workshops for customers, partners and internal sales
Processing tenders
Conducting and supporting test setups, proof of concepts
Post-sales and service activities for CA Single Sign-On, Vulnerability Manager, Policy Compliance
Beta testing

Sep 2001 - Dec 2004

3 years 4 months

System Administrator, Technical Consultant + Trainer

neam GmbH

Conducting and creating training sessions and workshops internationally for CA security software solutions
Presales, project planning and implementation of CA security software solutions
TCL scripting for the CA SSO solution
Assistant to the managing director in the area of security
Support for end customers and corporate clients by phone and on-site
Design, implementation, administration and maintenance of Windows environments (Windows desktops, servers, SQL, Exchange)

Feb 2001 - Aug 2001

7 months

Trainee / Systems Engineer

webwasher AG

Internal employee support
Design and implementation of a new Windows network
Administration of the existing Windows 2000 infrastructure
Hardware and software management

Aug 1998 - Jan 2001

2 years 6 months

Apprenticeship as an IT Specialist in Application Development

RegioWorld GmbH

Creating high-level designs for the development of new software modules
Programming and adapting websites (HTML/CSS), as well as editing graphics (Photoshop)
Programming in Visual Basic, VBA, SQL
System and network administration

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Information Technology (20 years), Retail (6.5 years), and Energy (1 year).

Information Technology

Retail

Energy

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Customer Service (20.5 years), Information Technology (16 years), Human Resources (6.5 years), Sales (6.5 years), Project Management (4.5 years), and Quality Assurance (4 years).

Customer Service

Information Technology

Human Resources

Sales

Project Management

Quality Assurance

Languages

German

Advanced

English

Advanced

Education

Aug 1998 - Jan 2001

RegioWorld GmbH

IT specialist in application development

Certifications & licenses

Coaching - according to dvct e.V. standards

dvct e.V.

AEVO - Trainer qualification

Certified mediator according to the guidelines of BM, BMWA, and BAFM

BM, BMWA and BAFM

ITIL V3 - Foundation Certificate In IT Service Management

Profile

Created

December 2022

Last Update

January 2025

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Michaela based?

Michaela is based in Hamburg, Germany.

What languages does Michaela speak?

Michaela speaks the following languages: German (Advanced), English (Advanced).

How many years of experience does Michaela have?

Michaela has at least 27 years of experience. During this time, Michaela has worked in at least 9 different roles and for 9 different companies. The average length of individual experience is 3 years. Note that Michaela may not have shared all experience and actually has more experience.

What roles would Michaela be best suited for?

Based on recent experience, Michaela would be well-suited for roles such as: Customer Service Consultant, Mediator & Coach, Director Customer Care & Order Processing, Head of IT Support.

What is Michaela's latest experience?

Michaela's most recent position is Customer Service Consultant, Mediator & Coach at Self-employed.

What companies has Michaela worked for in recent years?

In recent years, Michaela has worked for Self-employed.

Which industries is Michaela most experienced in?

Michaela is most experienced in industries like Information Technology (IT), Retail, and Energy.

Which business areas is Michaela most experienced in?

Michaela is most experienced in business areas like Customer Service, Information Technology (IT), and Human Resources (HR). Michaela also has some experience in Sales, Project Management, and Quality Assurance (QA).

Which industries has Michaela worked in recently?

Michaela has recently worked in industries like Retail.

Which business areas has Michaela worked in recently?

Michaela has recently worked in business areas like Customer Service and Human Resources (HR).

What is Michaela's education?

Michaela attended RegioWorld GmbH for IT specialist in application development.

Does Michaela have any certificates?

Michaela has 4 certificates. Among them, these include: Coaching - according to dvct e.V. standards, AEVO - Trainer qualification, Certified mediator according to the guidelines of BM, BMWA, and and BAFM.

What is the availability of Michaela?

Michaela is immediately available for suitable projects.

What is the rate of Michaela?

Michaela's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.