Work experience

• Country Service Manager (Germany, Benelux, Switzerland)

  Xiaomi Technology Germany GmbH

  2024.10-Current

  (a year)

  Leading and continuously developing a 7-people team to reach the department’s targets and goals. Developing service strategies according to local market situation, sales forecasts, compliance requirements, customer feedback and sustainability goals of the company. Developing and optimizing the service network. Continuously monitoring and optimizing service processes. Management of service partners regarding service performance and customer satisfaction. Internal coordination with colleagues from HQ and regional service department, and colleagues from other departments to reach strategic goals. Commercial negotiations with service partners and key account customers.
• WEU Regional Service Operation Manager

  Xiaomi Technology Germany GmbH

  2022.01-2024.09

  (3 years)

  Supervising vendor’s performance on KPIs and Supply Chain Operation. Establishing service policies and service processes, coordinating the implementation and improving constantly. Supporting on Company´s legal compliance. Supporting on improving of Service management model. Cost-analysis and -control. Analysis on NPS result and develop improvement plans. Leading regional service marketing projects, coordinating with team members of Country Service department and other WEU departments. Leading New Product Introduction Service Preparation. Leading New IT system launch in WEU. Launching business with new Service vendors. Administrating contracts and negotiating quotations.
• Germany Service Operation Supervisor

  Xiaomi Technology Germany GmbH

  2021.01-2021.12

  (a year)

  Supervising Service vendors and maintaining operational KPIs. Establishing, monitoring and improving service processes. Communicating with Key Accounts and maintaining customer relations. Organizing Service marketing events, coordinating with other departments. Handling escalated customer complaints.
• Training & Knowledge Specialist

  Huawei Technologies Deutschland GmbH

  2020.06-2021.01

  (8 months)

  Coordination with HQ and the service teams of 11 WEU countries. Establishment of an SOP for the reporting of the training managers of countries. Establishment of a specific ability improvement training process for the service centers. Establishment of a capacity certification and promotion mechanism for the service teams. Instruction of the training managers for the training management system. Administration of the training material and monitoring of the learning and examination status of the service teams.

Educational experience

• Hochschule Bonn-Rhein-Sieg

  Master degree of CSR &NGO management

  2018.09-2020.09

  (2 years)
• Ocean University of China (Tsingtao, China)

  Bachelor degree of Biotechnology

  2012.09-2016.06

  (4 years)

Languages