Michaela Weber - Customer Service Consultant, Mediator & Coach

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Hamburg, Germany

Experience

Jul 2019 - Present

6 years 1 month

Hamburg, Germany

Customer Service Consultant, Mediator & Coach

Selbständig

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 cost-effectiveness.
I especially advise or act as interim manager for startups and eCommerce companies, train and coach teams, employees and (junior) managers, and as a certified mediator help to 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

End-to-end customer care (support, pre- and postsales, order processing)
Optimization of existing service processes
Development of necessary service structures (SLA, ...)
Implementation of a ticket system (DeskPro)
Building a support portal (knowledge base/self service) and maintaining content
Creation of product documentation and guides
Technical support for 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
Continuous optimization of support and maintenance processes
Quality assurance of the department
Internal project management

Jun 2013 - Apr 2017

3 years 11 months

Head of Technical Customer Support & Consulting

Protonet GmbH

Established the entire support organization
Ongoing development of support processes and tools
Mentoring support staff
Creating product documentation, guides, and training materials
Implementation of ticket systems (HelpSpot, Zendesk)
Building and managing a support portal (knowledge base/self service)
Technical customer support (pre- and postsales)
Conducting product trainings
Technical support for sales
Organizing and conducting software tests

Jul 2007 - Apr 2013

5 years 10 months

Germany

Senior Support Engineer

CA Deutschland GmbH (CA Technologies)

Deputy team lead and mentoring new staff
Creating guides and knowledge base articles
Worldwide 1st level support for security solutions CA SiteMinder Web Access Manager and CA Single Sign-On; by phone, online, remote
Independently developing problem solutions through research, configuration reviews, log analysis, remote connections to customer systems and reproducing issues in self-created test environments, including detailed documentation in the ticket system

Sep 2004 - Jun 2007

2 years 10 months

Germany

Presales Consultant Security Management

CA Deutschland GmbH (Computer Associates)

Developing custom solutions in identity and access-, security information- and threat management
Presentations, lectures, live demos, training sessions, workshops for customers, partners and internal sales
Handling tenders
Conducting and managing test setups, proofs of concept
Postsales and service tasks for CA Single Sign-On, Vulnerability Manager, Policy Compliance
Beta testing

Sep 2001 - Aug 2004

3 years

System Administrator, Technical Consultant & Trainer

neam GmbH

Conducting and developing trainings and workshops internationally for CA security software solutions
Presales, project planning and implementation of CA security software solutions
TCL scripting for CA SSO solution
Assistant to the managing director for security
End and corporate customer support by phone and on-site
Designing, implementing, administering and maintaining Windows environments (Windows desktops, servers, SQL, Exchange)

Feb 2001 - Aug 2001

7 months

Trainee / Systems Engineer

webwasher AG

Internal staff support
Designing and implementing a new Windows network
Administration of the existing Windows 2000 infrastructure
Managing hardware and software

Aug 1998 - Jan 2001

2 years 6 months

Apprenticeship as IT Specialist in Application Development

RegioWorld GmbH

Developing high-level concepts for new software modules
Programming and adjusting websites (HTML/CSS), as well as editing graphics (Photoshop)
Programming in Visual Basic, VBA, SQL
System and network administration

Summary

I support setting up or optimizing customer service with the goal of designing efficient and transparent processes that lead to happy customers, employee satisfaction and profitability. I advise or serve as an interim manager especially for startups and eCommerce companies, train and coach teams, employees and (junior) managers, and as a certified mediator help clarify or avoid conflicts.

Languages

German

Native

English

Advanced

Education

Feb 2001 - Aug 2001