Freelancer profile translated to English.

Description

„From standard text to heart-to-heart service.“

As an experienced Training Specialist and former Store Manager, I support companies in transforming their customer service from a cost center into a genuine customer loyalty tool.

With over 20 years of experience in direct customer communication – including at world-leading e-commerce and technology companies – I know the challenges at the “front” from every perspective: from agent to team leader to strategic trainer.

My focus is on sustainable quality assurance through practice-oriented online workshops. I don't offer off-the-shelf theory, but solutions that are immediately applicable in everyday work.

My Focus Areas & Skills

Service Audit & Analysis:

- Deep dive into existing customer correspondence and communication to identify optimization potential.

- De-escalation training: Psychologically sound techniques for handling difficult customers on the phone and in chat.

- Empathetic correspondence: Transforming "bureaucratic German" into warm, appreciative emails that delight customers.

- Onboarding support: Coaching for new employees ("Into telephony with confidence") to shorten the time-to-profit.

- Resilience & Mindset: Strengthening the mental resilience of support teams for long-term employee motivation.

Workshops are interactive and immediately applicable.

Interactive (Not frontal teaching, but active doing)

Immediately applicable (Practice instead of dry theory)

Industry field of expertise

Languages

German
Native or bilingual

Workplace preferences

Can work on-site

Rheine (up to 50km)

Trotec
Trainings Specialist
E-COMMERCE
December 2024 - Today (1 year and 6 months)
Focus: Quality management and training in customer service

In my current role at Trotec, I am responsible for the conception and implementation of holistic training strategies for customer support. My goal is to measurably increase service quality through targeted upskilling measures and to create an excellent customer experience.