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
- Development of a KPI system for customer service
- Establishment of a central complaints management
- Optimization of customer surveys (NPS, customer satisfaction)
- Project management for the implementation of a response management system (ReplyOne) including interface integration to various systems (including systems from manufacturers such as SAP, Microsoft, Ceyoniq, Cisco, Avaya, Telegra) and across different industries
- Conducting customer experience workshops, e.g. in donations and sponsorship as well as communication around broadband expansion to optimally align processes with the respective target group
- Various speaking engagements on topics such as 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 within a
EWE Vertrieb GmbH
- Leadership scope: 5 employees | budget responsibility: €750,000
- Reorientation of the former Customer Service group to focus on quality and process management (see tasks in Group Customer Service leadership)
- Implementation of a standardized and continuous improvement process (CIP) including definition of responsibilities, decision-making limits, and committee structures, as well as collection, evaluation, and selection of improvement measures in a centralized, uniform file
- Development of a KPI system for various hierarchical levels as a basis for target agreements with individual service providers, including operational implementation
- Review of existing service contracts and addition of qualitative requirements
- Support in establishing business process management
- Initiation of process documentation within the Quality and Process Management group in ARIS
- Consolidation and standardization of various customer satisfaction surveys for the energy and telecommunications divisions
- Concept and implementation of a web-based, customized SAP customer overview page to significantly reduce processing costs and increase customer satisfaction (savings effect: approx. €170,000 annually)
- Creation of an interface between ReplyOne and SAP systems to automate manual processes and reduce process costs, as a precursor to process automation
- Management of a project for overall improvement of service quality focusing on key action areas in steering, metrics, processes, IT, training, complaints management, correspondence, and communication
- Support in developing an IT strategy for EWE Vertrieb GmbH
- Preparation of decision templates for the corporate board and management regarding customer service quality, key action areas, and measures at EWE Vertrieb GmbH and EWE TEL GmbH for energy and telecommunications divisions for private, commercial, and business customers
- Initiation and preparation of a decision template for revising standard letters in mass customer business through a new IT infrastructure setup
- Development of a decision template for a new internet-based customer dialogue to further integrate the customer into company processes
- In-house consulting for management on special topics
Oct 2012 - Sep 2014
2 years Oldenburg, Germany
Head of the newly established Customer Service Group in the Energy Sales department for Private and Commercial Customers
EWE Vertrieb GmbH
- Leadership scope: 5 employees
- Responsibility for the Customer Service group as well as professional and disciplinary leadership of the staff
- Organizational development of the group
- Personnel development, budget responsibility and controlling
- Responsibility for quantitative and qualitative customer service objectives
- Responsibility for complaints management at EWE and establishment of a continuous improvement process
- Establishment of the EWE Customer Advisory Board as an important advisory body
- Development of the service philosophy based on customer expectations and brand strategy
- Contact person for the Energy Arbitration Board
- IT organization, control, and optimization of a correspondence management system
- Interdisciplinary collaboration with various departments, service providers, and suppliers
- Initiation of post-contact surveys to measure qualitative goal achievement and development of comprehensive reporting in SAP Business Warehouse to measure quantitative KPIs
- Implementation of a sustainable correspondence concept for internal training
- Support and execution of a service audit (including derivation of improvement measures)
Apr 2010 - Sep 2012
2 years 6 months Oldenburg, Germany
Consultant in the Energy Sales department for private and commercial customers
EWE Energie AG
- Strategic overall responsibility for customer service and complaints management (tasks analogous to EWE AG)
- Establishment of customer service in energy sales (analysis of the current situation, definition of strategic goals, identification of success factors, derivation of individual measures)
- Professional leadership of all topics related to customer service and complaints management
- Implementation of SAP CRM in the private and commercial customer segment (concept phase including process documentation)
- Design and implementation of three regional customer advisory boards
- External speaking engagements
May 2003 - Mar 2010
6 years 11 months Oldenburg, Germany
Consultant in the Marketing department
EWE AG
- Project management for the introduction of complaints management and assuming strategic overall responsibility
- Professional leadership and organization of all complaints management topics
- Definition of KPIs to measure department performance, analysis of deviations, and derivation of appropriate improvement measures
- Establishment and maintenance of a cross-location network for information and communication exchange
- Interface to all internal areas and service providers
- Identification of improvement measures based on quality test results
- Improvement of a customer loyalty instrument (magazine based on couponing, recipients: 12,000 customers)
- Planning and management of a service audit including derivation of improvement measures
- Project management within a sponsorship commitment at Bremen Weser Stadium
Feb 1997 - Sep 1998
1 year 8 months Bremen, Germany
Office 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 an Industrial Clerk, IHK qualification
BTF Textilwerke GmbH & Co. KG
Languages
German
Native
Swedish
Elementary
Education
Oct 1998 - Jun 2003
Carl von Ossietzky Universität
Diploma in Economics · Economics · Oldenburg, Germany
Sep 1994 - Jan 1997
BTF Textilwerke GmbH & Co. KG
Apprenticeship as an Industrial Clerk, IHK qualification · Bremen, Germany
Aug 1991 - Jun 1994
Gymnasium an der Bördestraße
High school diploma · Bremen, Germany
Certifications & licenses
IHK qualification
IHK
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