Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant

Andreas Lehmann

Senior Vice President Operations / Customer Experience
Berlin,BE

Summary

With a career spanning from customer service agent to senior vice president, I have developed expertise in leadership, quality assurance, and team management. Starting as a customer service agent, I honed skills in problem-solving and ensuring customer satisfaction. Transitioning into quality assurance, I consistently upheld top-tier service standards. Progressing into team lead and senior team lead roles, my focus shifted towards empowering teams and driving performance. Experience as a head and now SVP has allowed me to shape strategy, lead diverse teams, and create lasting organizational impact. As a senior executive leader with a track record of driving strategic initiatives and delivering impactful results, adept at fostering team collaboration and navigating complex organizational challenges. Skills in strategic planning, financial management, and operations oversight make me a valuable asset. Known for reliability, adaptability, and a results-oriented approach.

Overview

19
19
years of professional experience
21
21
years of post-secondary education
2
2
Languages

Work History

Senior Vice President Operations / Customer Experience

Contorion
09.2021 - Current
  • Enhanced company performance by implementing new strategies and streamlining operations.
  • The following applies to all markets in which Contorion is active (Germany, Austria, France, Netherlands, Italy)
  • Strategic and operational management of the customer service / aftersales area
  • Responsibility for the entire order fulfillment process
  • Managing all aspects of customer payment processing
  • Development and implementation of the sales strategy
  • Overseeing the day-to-day operations of a retail store and ensuring smooth business processes and excellent customer service
  • Implementing data protection strategies and ensuring compliance with data protection laws and regulations
  • Managing, motivating and developing employees in the responsible areas
  • Board member

Head of Customer Service / Payment Operations

Contorion
05.2015 - 08.2021
  • Headed international service operations department incl. + professional & disciplinary leadership of CS Quality Assurance & Operations Teams incl. QA Coaches & Operations Managers.
  • Optimized Satisfaction by 20+%, reduced contacts per order by 50+%, negotiated, onboarded & managed payment services & BPO.
  • Monitored all aspects of payment processing in connection with customers.

Head of Customer Service DACH

Groupon
05.2013 - 01.2015
  • Led 12 team leads und 160 agents including all 1st and 2nd level teams for Germany, Austria & Switzerland
  • Professional & disciplinary leadership of the Customer Service Quality Assurance & Operations Teams
  • SLA & KPI Management incl. Inhouse Service Center & Outsourcing Sites
  • Forecasting
  • Service Planning

Senior Team Lead 2nd Level - Customer Service

Groupon
04.2013 - 07.2013
  • Led 6 team leads and 80 agents across all 2nd Level Customer Service Teams:
  • E-Commerce / Product
  • Complaints
  • Austria/ Switzerland
  • Payment
  • Fraud
  • Legal

Coach Quality Assurance

Groupon
08.2012 - 03.2013
  • Enhanced team performance by developing and implementing effective coaching strategies.

Customer Service Trainer

Walter Services Holding GmbH
07.2011 - 07.2012
  • Enhanced customer service skills by conducting engaging training sessions for new employees.

Teamlead

walter services Holding GmbH
07.2006 - 07.2011
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Education

Management Assistant For Dialogue Marketing -

Chamber of Commerce And Industry
Magdeburg
04.2001 - 01.2022

Skills

Leadership in operations

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Timeline

Senior Vice President Operations / Customer Experience

Contorion
09.2021 - Current

Head of Customer Service / Payment Operations

Contorion
05.2015 - 08.2021

Head of Customer Service DACH

Groupon
05.2013 - 01.2015

Senior Team Lead 2nd Level - Customer Service

Groupon
04.2013 - 07.2013

Coach Quality Assurance

Groupon
08.2012 - 03.2013

Customer Service Trainer

Walter Services Holding GmbH
07.2011 - 07.2012

Teamlead

walter services Holding GmbH
07.2006 - 07.2011

Management Assistant For Dialogue Marketing -

Chamber of Commerce And Industry
04.2001 - 01.2022
Andreas LehmannSenior Vice President Operations / Customer Experience