Summary

Work experience

• Inside Sales Representative

  Dynisco Europe GmbH

  2025.11-Current

  (8 months)

  § Management and development of national and international sales regions (Northern Germany, UK & Ireland) § Active B2B new customer acquisition (phone, email) § Lead qualification and pipeline development in the CRM system § Management of the entire sales cycle (lead > closing > after-sales) § Preparation of offers, follow-ups, and negotiation management § Needs analysis and solution-oriented customer consulting § Cross-selling and upselling to increase revenue § Close collaboration with field sales and service teams § Implementation of sales strategies and market expansion § KPI tracking, forecasting, and reporting § Maintenance of customer data and activities in the CRM system
• Key Account Manager

  Gebr. Schoemaker GmbH & Co. KG

  2024.11-2025.09

  (a year)

  § Main responsibility for managing international key accounts: Royal Caribbean Group (2024 revenue: >10 Mio. €), Azamara Cruise Line, National-Geographic-Lindblad Expeditions, Ritz-Carlton Yacht Collection, as well as national clients § Strategic development & maintenance of international and national long-term customer relationships at decision-maker level, with daily contact to partners in Europe, Asia and the USA § Independent preparation of offers, order processing, negotiation management & after-sales support § Implementation of sales strategies for revenue growths § End-to-end coordination with cross-functional teams (sales,purchasing, logistics, external partners, end customers etc.) to ensure on-time deliveries § Execution of annual and seasonal tenders, including analysis and bid submission § Cross- and upselling of surplus & additional items § Product and solution consulting for key accounts with focus on individual customer needs § Regular reporting to management on the status of the accounts § Maintenance of customer and sales data in the CRM system
• Customer Experience Supervisor

  Anker Innovations

  2021.07-2024.05

  (3 years)

  § Responsibility for quality assurance of all support E-Mails to end customers in German- and English-speaking regions (EU, US, CAN) within the customer service team (>50 employees) § Main contact for quality assurance of phone service operations in the German-speaking region (>5 employees) § Responsibility for quality assurance of live chat service operations with end customers in the EU market (<5 external employees) § In charge of de-escalating all critical customer situations via email, live chat and phone services in the EU market for all brands and products § Ensuring highest service quality of CSRs according to KPIs (NPS, public customer reviews, first resolution rate, response time, compliance with internal guidelines etc.) § Responsible for RMA cost management in the EU region. Reduction of RMA rate by an average of >3% per period through targeted root cause analysis and systematic development of options for action for customer support, sales, marketing, product and logistics § Regular training of the CSR teams and mentoring of new members in customer communication, service quality, escalation management, RMA cost reduction and efficiency improvement § Assumed responsibility for selected market research projects and beta testing for go-to-market in Germany § Development and implementation of service standards for customer inquiries, returns and complaints § Role responsibility for creation and management of (mass) templates to improve CSR team efficiency and quality. Creation of >1.000 templates for >100 products for the CSR teams § Co-responsible for the creation of customer help databases (>1 millionviews) as well as AI chat and AI email implementation § Close collaboration with product management teams to implement immediate and future optimization potentials § Execution of KOL projects for the brands Anker SOLIX and Eufy § Mandate for copywriting during GTM phases and for new brands § Contribution to usability and UX projects for improving customer experience and conversion rate § Additional project work, including with Amazon and logistics partners
• Customer Experience Specialist

  Anker Innovations

  2018.02-2021.07

  (3 years)

  § Professional handling of >150 customer inquiries daily (email, livechat, phone), with focus on solution orientation and efficiency § Lead in developing FAQ databases and email templates to relieve German and English CSR teams § Close collaboration with support, sales, product management and logistics teams to ensure smooth processes and fast problem resolution § Responsibility for customer feedback analysis and evaluation (Trustpilot, Amazon, Shopify etc.) to improve customer satisfaction and product strategies § Independent execution of reactive measures to optimize negative customer reviews via email, live chat and phone to improve online offerings (listing management) § Analysis, management and optimization of online offers (B2C listingson Amazon, eBay, Otto, Shopify, retail partners) § Responsible for managing and optimizing self-service offerings (FAQs,self-help center, chatbots, etc.) within the CSR area § Close cooperation with logistics and fulfillment to ensure smooth processes in shipping and returns § Creation of customer insight reports and derivation of recommendations for action for the sales team regarding new products § Design and implementation of customer surveys (e.g. after-sales andpost-support interactions) § Analysis and optimization of the customer journey across digital touchpoints (website, email, chat, phone, social media, customerservice etc.) § Monitoring and reporting of KPIs related to customer satisfaction § Involved in copywriting tasks § Project management in customer experience initiatives § Additional project work

Educational experience

• Heilbronn University

  Business Management

  2015.03-2017.10

  (3 years)

  § Advanced business management skills in strategic information management, HR management, marketing, financial management and controlling § Participation at Ulsan international program summer school Ulsan University, South Korea § Exchange semester at Xiamen University, China § Masterthesis for THL in New Zealand: “Youth segment profitability study for THL Australia and New Zealand rentals divisions”
• Heilbronn University

  Tourism Management / Business

  2010.10-2014.11

  (4 years)

  § Business studies with focus on international marketing and destination management § Exchange semester at Kajaani University of Applied Sciences, Finland § Bachelorthesis for the municipality of Jagsthausen: Potential analysis and recommendations for the strategic development of the municipal tourism

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