ALINA ZEITLIN

• Leading, coaching, and developing the Customer Service & Experience organization, fostering a high-performing, customer-centric culture.
• Defining and executing the customer service strategy to improve customer satisfaction, loyalty, service quality, and operational efficiency.
• Managing departmental budgets, business targets, and key performance indicators, while proactively identifying risks and implementing corrective actions.
• Driving continuous improvement by optimizing processes, customer journeys, and service quality across all customer touchpoints.
• Leading digital transformation and customer care modernization initiatives, introducing new technologies, automation, and innovative service solutions.
• Serving as a member of the German Senior Management Team, partnering with international stakeholders across a global matrix organization to align customer service initiatives with strategic business objectives.
• Managing cross-functional projects and ensuring effective collaboration with Staffing & Planning, IT, Sales, Marketing, and Social Platforms.
• Monitoring customer feedback, service metrics, and market trends to identify opportunities to enhance the overall customer experience.
• Leading change management initiatives and supporting employees through organizational transformation.
• Representing the voice of the customer within the organization and promoting a culture of continuous improvement, accountability, and customer excellence.

Led the agile transformation of customer service operations across B2C and B2B environments, driving continuous improvement, innovation, and high-quality support in remote and hybrid settings.

Managed four cross-functional teams with more than 30 employees, ensuring high performance and alignment with business objectives.

Implemented AI solutions to optimize customer service operations and enhance the user experience.

Built and managed strong stakeholder relationships, ensuring alignment of customer service initiatives with business priorities.

Drove the implementation and monitoring of OKRs (Objectives and Key Results) to measure progress and improve organizational performance.

Oversaw budget planning and resource allocation, ensuring the efficient use of resources to achieve team and organizational goals.

Led initiatives to improve customer satisfaction, service quality, and the overall customer experience.

Oversaw training and the adoption of agile methodologies, equipping teams with the tools and knowledge required to succeed in a dynamic, fast-paced environment.

Owned and led the B2C Help Center strategy and operations, transforming it into a scalable, user-centric self-service platform that reduced contact volume and enhanced the customer experience.

• Led hybrid disciplinary and technical management of an international team of 10 colleagues, providing situational leadership, motivation, and professional development.
• Defined and implemented specific goals to optimize internal processes and enhance customer communication.
• Drove the strategic and innovative development of Guarantee Service operations, ensuring efficient resolution of Europe-wide customer inquiries via phone and email.
• Oversaw day-to-day operations, including KPI reporting and continuous improvement of quality standards.
• Designed, implemented, and evolved quality assurance measures to ensure service excellence.
• Established and recruited for new key roles within the team/department to meet evolving business needs.
• Managed international recruiting efforts and supported agile project management across cross-functional initiatives.
• Built and strengthened remote team dynamics through targeted engagement and collaboration strategies.
• Led the ongoing development of the B2C Help Center, aligning content and structure with user needs and business goals.
• Managed stakeholder relationships, ensuring transparent communication and alignment with company priorities.
• Resolved internal team conflicts with confidence and fostered a culture of motivation and accountability.
• Acted as a communication bridge between leadership and team members, ensuring clarity, alignment, and productivity.
• Assessed individual team members’ strengths and weaknesses, strategically assigning responsibilities to maximize impact and performance.

• Led a team of customer service agents, ensuring performance targets and KPIs were consistently met in a high-paced logistics environment.
• Monitored daily operations and call quality, providing coaching, feedback, and training to enhance service delivery.
• Handled escalated customer issues, resolving complex logistics and delivery challenges efficiently.
• Collaborated with cross-functional departments, including Operations and Sales, to streamline service processes and improve customer satisfaction.
• Prepared performance reports and conducted regular reviews, driving continuous improvement and staff development.

• Monitored daily operational performance (phone/email queues) to ensure service levels consistently exceeded customer expectations.
• Managed staff scheduling, training, and coaching to optimize individual and team performance.
• Led job interviews and served as the primary point of contact for Tier 1 and Tier 2 team members.
• Facilitated regular team meetings, including Tier 2 sessions, and ensured timely execution of follow-up actions.
• Resolved customer complaints daily, addressing dissatisfaction and tracking feedback to identify recurring issues.
• Identified training gaps and coordinated with the training department to deliver targeted development sessions.
• Collaborated closely with Chicago-based supervisors and participated in business trips to the U.S. subsidiary to align on global operations.
• Conducted one-on-one performance reviews, providing feedback, guidance, and support for ongoing employee development.

• Delivered high-quality customer service via phone and email, resolving inquiries efficiently and professionally.
• Entered and maintained accurate records of orders and quotes in internal CRM systems.
• Promoted to Tier 2 support based on performance, handling complex customer escalations and high-priority cases.
• Tracked and analyzed Customer Satisfaction (CSAT) scores to identify trends and drive continuous service improvement.

• Provided front-desk reception and customer service, ensuring a professional and welcoming environment for clients and visitors.
• Supported the Marketing Department and Customer Service team with day-to-day administrative tasks and coordination.
• Managed multi-line phone systems, directed calls, and handled email and mail correspondence (incoming/outgoing).
• Performed document filing, data entry, and general office organization to maintain smooth workflow.
• Conducted detailed internet research to support business needs and market analysis.
• Translated financial and business documents with accuracy and attention to detail.