Iris Wörtler
Essen
Summary
At Thyssenkrupp Information Management GmbH, I excelled as an M365 Service Delivery Manager, significantly enhancing customer satisfaction through expert incident management and robust client relationship management. Leveraging data analytics and effective communication, I spearheaded initiatives that streamlined service delivery, fostering a culture of continuous improvement and collaboration. My approach resulted in marked efficiency gains and improved client retention.
Overview
1
1
year of professional experience
Work History
M365 Service Delivery Manager
Thyssenkrupp Information Management GmbH
10.2023 - Current
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Enhanced service delivery by developing and implementing efficient processes.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
Education
High School Diploma -
Fachhochschule Düsseldorf
06-2001
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Client relationship management
- Training and coaching
- Workload management
- Incident management
- Project planning
- Performance improvement
- Quality monitoring
- Highly skilled in [software]
- Proficient in [software]
- Project implementation
- ITIL framework
- Effective listening and communication
- Billing & invoicing
- Pain point resolution
- Incident reporting
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Excellent communication
- Organizational skills
Languages
English
Upper intermediate (B2)
Timeline
M365 Service Delivery Manager
Thyssenkrupp Information Management GmbH
10.2023 - Current
High School Diploma -
Fachhochschule Düsseldorf
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