High Responsibility Client Relationship & Operations Manager
Social Customer Support
Customer Service & Operations Manager/Director
Setting up customer service and operations procedures from scratch, for starting or growing businesses
Delighting high-touch customers
Problem solving in a way that serves both the customer as well as the business
I am a Customer Service & Operations Management Consultant and Coach.
I either coach/advise online entrepreneurs on how to set up their customer workflows, or I do it for them.
SPECIALTY: working with businesses whose customers may require more time and attention than usual.
PERFECT FIT: for e.g. high-class coaches, medical intuitives or psychics. Often their customers contact them with really delicate issues and need special attention and care, so that they really feel heard and cared for.
MY PASSION: dealing with human beings and being of service, as well as setting up systems and implementing efficient procedures.
EXPERIENCE: I have have 20 years experience in Customer Service and Operations Management in high fashion brands in the corporate world as well as small online businesses.
I see my job as a kind, caring, gate keeper, who makes your customers feel good while you get to do your creative work without worrying about emails piling up in your inbox.
As a business owner I understand how important the relationships with our customers are, and it is my goal to help you grow your business by establishing and maintaining exceptional relationships with your customers, so they'll never want to leave you!
VALUES: As a German (with 17 years experience abroad) I still value accuracy, reliability, quality, eye for detail and efficiency, and I am highly confidential.
PROFESSIONALISM: I do not take customer complaints personally, and know how to apologize profusely, whether it was my mistake or not. I will always put the relationship between the business and the customer - as well as the reputation of the business - first.
I am used to handling big egos or difficult personalities and turning complainers into life long customers.
WHAT MY CLIENTS VALUE MOST ABOUT ME is that I am resourceful and forward thinking and will never come to you with problems that you then have to *think about*, but only with solutions, which you just have to say Yes to.
They love that they can 1000% rely on me and relax in the knowledge that I will run their business while they are on vacation, or in bed with the flu, in the middle of a launch...
My goal is to make your business operations and customer service effortless for you, so you do not have to think about this part of your business.
I usually get hired because of my expertise and the fact that I know more about small business operations than my clients, love dealing with numbers more than them, and often have more patience for their customers than them :)
TECHNICAL SKILLS: MS Excel, MS Word, SAP, Mailchimp, WP Member, Wishlist Member, WP Affiliate, Acuity Scheduling, Online forms, etc.
LANGUAGES: My working languages are English and German and I am on UTC/GMT+1 - Central European Time, residing in Berlin, Germany . (New York +6, Sydney -10)
I am interested in long term relationships, where I can be part of growing the business. But I am also available for short term assignments.