Freelancer profile translated to English.
Back to original languageAbout Neele Emma
After 15 years as a serial founder of companies in various industries, one topic has always particularly fascinated me: Customer Success & Experience, especially in times of upheaval.
I am a freelancer and interim manager for companies in upheaval and growth phases - and make a significant contribution to my clients achieving their goals.
As a strong advocate of Design Thinking and agile working methods, I use my experience to master critical phases in companies in the short or medium term. Whether as a project manager, in building strategic processes or as a mediator between parties - I am at home on both sides of the conference table and always communicate clearly, strategically and convincingly.
When I'm not working, I'm on the yoga mat or on a construction site, where I also like to get my hands dirty.
German
Native or bilingual
English
Fluent
Can work on-site
Hamburg (up to 50km), Bremen (up to 100km), Hannover (up to 100km), Varel (up to 100km), Dortmund (up to 100km)
Experience
- Webgo GmbHTeam Lead Support & Customer SuccessTELECOMMUNICATIONSNovember 2024 - February 2025 (3 months)Hamburg, GermanyAs team lead Customer Service at Webgo, I oversee and drive the performance of our customer support team, ensuring exceptional service quality and satisfaction for our clients. My role includes coordinating and optimizing workflows, setting key performance metrics, and continually improving service quality through data-driven insights and close collaboration with other departments at Webgo.- Development and monitoring of KPI- Leading a 1st level team of > 10 FTE- Shift planning- Hiring and developing new team members- Implementing and developing processes to enhance customer and employee experiences- Introduction of new omnichannel service desk software
- Ergobaby Europe GmbHInterim Operations LeadLUXURY GOODSJanuary 2024 - March 2024 (2 months)Hamburg, GermanyResponsible for the interim management of the Customer Operations teamInterface to other departmentsSupervision and overview of day-to-day businessFurther development of processes and digitalisation (customer-centric)
- Kunstwerk.Art GalleryOwnerJanuary 2021 - January 2023 (2 years)Founder of the largest art gallery in the area. Clients are private collectors as well as businesses and the hospitality industry. Responsible for organizing exhibitions, workshop planning, marketing / PR, and sales.
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Certifications
- Certified Scrum Product OwnerScrum Alliance2023