🧩 Services

🔁 Holistic leadership of your Customer Service Department

End-to-end management, steering, and strategic development — including personnel leadership, KPI management, and quality assurance

🛒 Customer Experience & Self-Service Excellence

Enhancing CX & CES through smart self-service journeys, including optimization of FAQs and order-tracking flows 

⚙️ Customer-journey process optimization

Review of your current support setup including third party vendors - receive detailed feedback reports, recommendations on tools, processes, and team structure. Set up contracts with third party vendors

🧰 CRM & Helpdesk Setup

Setup of your CRM system (Zendesk, Freshdesk, …) or Service Hub automation, ticket flows, and integrations including onboarding and staff training

🧑‍🏫 Customer Experience & Self-Service Excellence

Enhancing CX & CES through smart self-service journeys, including optimization of FAQs and order-tracking flows

🛍 Service PLUS

Training the operational staff for communication, up-selling & conversion, objection handling, and best-practice customer care standards

💼 Interim Management

Taking over operational leadership during growth or transition phases to ensure continuity and performance

💻 Tailored Solutions

Development of customized concepts and scalable strategies to support sustainable growth

🎯 Helping To Deliver World-Class Support

👋 Who am I

I’m a seasoned customer care nerd with battle scars from streaming platform trenches, and e-commerce chaos—now I help brands turn messy customer moments into loyalty engines and profit centers.

My approach doesn’t just solve problems; it drives conversions, repeat sales, and seriously happy customers. I’ve worked with streaming service providers, hospitality above and below the clouds, and numerous e-commerce business to streamline support, elevate engagement, and build scalable systems.

Tools I use: Shopify, Freshdesk, Mailchimp, JIRA, ICX (CRM), Reddit, Instagram, …
KPIs: NPS, CSAT,S2S, FTF, AHT, Productivity, …

Have a project in mind or need help leveling up your customer care experience?
📧 contact me 
🔗 LinkedIn