Michaela W.
Customer Service Consultant, Mediator & Coach
Experience
Jul 2019 - Present
6 years 6 monthsHamburg, 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 monthsDirector 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 monthsHead 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 monthsHead 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 monthsGermany
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 monthsGermany
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 yearsSystem 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 monthsTrainee / 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 monthsApprenticeship 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
NativeEnglish
AdvancedEducation
Feb 2001 - Aug 2001
webwasher AG
Systems Engineer
Aug 1998 - Jan 2001
RegioWorld GmbH
IT Specialist in Application Development
Certifications & licenses
Coaching – according to the standards of dvct e.V.
dvct e.V.
AEVO – Trainer aptitude
Certified mediator according to the requirements of BM, BMWA and BAFM
BM, BMWA and BAFM
ITIL v3 – Foundation Certificate in IT Service Management
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