Hermann Steinemann

About

As a customer service manager and director, I have gathered extensive experience overseeing customer service teams and ensuring they provide high-quality service to clients. In my current position as quality control manager, I am responsible for overseeing the customer service and other teams in the company, ensuring that all aspects of the business are operating at the highest level of quality. In my previous role as customer service manager, I was responsible for managing 3 teams of customer service representatives with 30 people. I implemented training programs and coaching sessions to improve their performance, resulting in a 15% increase in customer satisfaction ratings. As a director of customer service, I was responsible for the ove

Experience

• Quality Manager · Insignia11-01-2022

  Oversee day-to-day operations of the Customers Service Teams; ● Ensure that team members perform their duties in line with established quality procedures; ● Assist with auditing, writing, revising, and verifying quality standards and developing forms and instructions for recording, evaluating, and reporting quality data; ● Review existing process and establish quality procedures, standards, and specifications for the company and submit them to the management; ● Maintain proper records of quality test, procedures, and standards; ● Share operational and quality best practices across the wider team; ● Build strong relationship with other teams to on-going value and long-term success; ● Collect, compile, analyse and document relevant quality statistical data to obtain information regarding quality performance; ● Monitor processes to identify deviations from quality policies; ● Produce metrics and make process and improvement recommendations to the Group Chief Customer Officer on how to improve existing quality and processes; ● Conduct survey to identify customer requirements and ensure they are being met by established quality standards; ● Responsible for complaints management; ● Investigate customer issues and complaints relating to quality issues and develop a solution; ● Assist in the development of necessary records and standards and maintain accurate and detailed files as required.

• Customer Service Manager · Kika05-01-2018 – 04-01-2022

  ■ Leading two separate departments and supporting the Director ■ Organisation and help with tasks regarding administration and communications ■ Risk management and decision making regarding the whole store ■ Reporting on a daily/weekly/monthly basis, input giving and task delegation ■ Shift planning, communication trainings, skill trainings ■ Organization of Marketing and Propagation activities

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