Sandra (B.) Stamer
Management Consultant | Owner
Experience
Oct 2016 - Present
8 years 10 months Oldenburg, Germany
Management Consultant | Owner
Sandra Stamer
- Specialist in customer service | consulting – project management – presentations
- Developing a KPI system for customer service
- Setting up a central complaint management system
- Optimizing customer surveys (NPS, customer satisfaction)
- Leading the implementation of a response management system (ReplyOne), including interface integration with various systems (e.g. SAP, Microsoft, Ceyoniq, Cisco, Avaya, Telegra) across different industries
- Conducting customer experience workshops, e.g. on donations and sponsorship as well as communication around broadband rollout, to align processes with target groups
- Giving various presentations on digitalization, artificial intelligence, and customer service
Oct 2014 - Sep 2016
2 years Oldenburg, Germany
Head of Quality and Process Management Group in the newly created Customer Service Management department
EWE Vertrieb GmbH
- Management scope: 5 staff | budget responsibility: €750,000
- Shifting the former customer service group to focus on quality and process management (see tasks under Head of Customer Service Group)
- Implementing a unified continuous improvement process (CIP), including defining responsibilities, authority limits, committee structure, and collecting, evaluating, and selecting improvement measures in a central file
- Developing a KPI system for various hierarchical levels as a basis for target agreements with service providers, including operational implementation
- Reviewing existing service contracts and adding qualitative requirements
- Supporting the setup of business process management
- Initiating the onboarding of processes within the Quality and Process Management group into ARIS
- Streamlining and standardizing various customer satisfaction surveys for energy and telecommunications divisions
- Designing and launching a web-based, customized SAP customer overview page to significantly reduce processing costs and increase customer satisfaction (savings: approx. €170,000 annually)
- Creating an interface between ReplyOne and SAP to automate manual processes, reduce process costs, and pave the way for further automation
- Leading a project to improve overall service quality, focusing on key areas: management, KPIs, processes, IT, training, complaint management, correspondence, and communication
- Assisting in developing an IT strategy for EWE Vertrieb GmbH
- Preparing decision papers for the executive board on customer service quality, key action areas, and measures for EWE Vertrieb GmbH and EWE TEL GmbH in energy and telecom sectors for residential, commercial, and corporate clients
- Initiating and drafting a proposal to revise standard letters in mass customer business through a new IT infrastructure setup
- Developing a proposal for a new internet-based customer dialogue to better integrate customers into business processes
- Providing in-house consulting to management on special topics
Oct 2012 - Sep 2014
2 years Oldenburg, Germany
Head of the newly created Customer Service Group in the Energy Sales department for residential and commercial customers
EWE Vertrieb GmbH
- Management scope: 5 staff
- Responsible for the customer service group, providing technical and disciplinary leadership to staff
- Organizational development of the group
- Staff development, budget responsibility, and controlling
- Responsible for quantitative and qualitative customer service goals
- Managing complaint management at EWE and establishing a continuous improvement process
- Establishing the EWE customer advisory board as a key advisory panel
- Developing the service philosophy based on customer expectations and brand strategy
- Point of contact for the Energy Arbitration Board
- IT organization, management, and optimization of a correspondence management system
- Collaborating across departments, service providers, and suppliers
- Initiating post-contact surveys to measure qualitative target achievement and building comprehensive reporting in SAP BW to track quantitative metrics
- Implementing a sustainable correspondence concept for internal training
- Supporting and conducting a service audit (including deriving improvement measures)
Apr 2010 - Sep 2012
2 years 6 months Oldenburg, Germany
Advisor in the Energy Sales department for residential and commercial customers
EWE Energie AG
- Overall strategic responsibility for customer service and complaint management (tasks similar to EWE AG)
- Setting up customer service in energy sales (analyzing the current situation, defining strategic goals, identifying success factors, deriving individual measures)
- Leading all technical aspects of customer service and complaint management
- Implementing SAP CRM for residential and commercial customers (concept phase including process mapping)
- Designing and launching three regional customer advisory boards
- Taking on external speaking engagements
May 2003 - Mar 2010
6 years 11 months Oldenburg, Germany
Advisor in the Marketing department
EWE AG
- Project management for introducing complaint management and overall strategic responsibility
- Leading and organizing all topics around complaint management
- Defining KPIs to measure department performance, analyzing deviations, and deriving improvement measures
- Building and maintaining a network across locations for information and communication exchange
- Serving as liaison to all internal departments and service providers
- Identifying improvements based on quality test results
- Improving a customer loyalty tool (coupon-based magazine for 12,000 customers)
- Planning and managing a service audit, including deriving improvement measures
- Project management for a sponsorship engagement at the Bremen Weser Stadium
Feb 1997 - Sep 1998
1 year 8 months Bremen, Germany
Clerk in the Home Textiles Sales department for corporations and major clients
Kleine Wolke Textilgesellschaft mbH & Co. KG
Sep 1994 - Jan 1997
2 years 5 months Bremen, Germany
Apprenticeship as industrial clerk, IHK qualification
BTF Textilwerke GmbH & Co. KG
Languages
German
Native
Swedish
Elementary
Education
Oct 1998 - Jun 2003
Carl von Ossietzky University
Diploma in Economics · Economics · Oldenburg, Germany
Sep 1994 - Jan 1997
BTF Textilwerke GmbH & Co. KG
Vocational training as industrial clerk, IHK certification · Bremen, Germany
Aug 1991 - Jun 1994
Gymnasium an der Bördestraße
High school diploma (Abitur) · Bremen, Germany
Certifications & licenses
IHK certification
IHK
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