Isabella Johansson

• Creation of local Customer Care Operations Portfolio and inclusion of this in overall CuCa Portfolio document for increased visibility of CuCa Operations workload
• Project Management Support for Customer Care Operations Leadership Team, creation of project documentation and governance mechanism for projects and programs

Buildup and leadership of the newly created Operations Development team of Customer Care, responsible for driving continuous improvement and process excellence within Customer Care’s overhead teams

Exemplary projects successfully delivered by the team:

• Chat development project with 20% improved AHT performance and upscaling of channel share by 4x in 2 years
• Set for peak project - introduction of standardized approach for all overhead teams to ensure smooth end of year planning for Customer Care and all connected departments
• Collaborations Optimization project resulting in joint issue prioritization, resolving of 66% of known customer issues related to partner items as well as a governance structure used to regularly exchange on still existing and new issues

• Buildup and leadership of process management team at Zalando Customer Care
• Introduction of documentation as well as continuous improvement of all processes for all customer issues in all markets (>260 processes)
• Product owner for Salesforce Reboot project (2017) for Customer Care, introducing a completely rebooted standardized CRM tool with minimal customizations. Project successfully completed, resulting in leveraging of new standard features as well as reduction of outages due to system updates

• Creation and introduction of standardized process management within Zalando Customer Care with focus on continuous improvement as well as documentation of processes for all customer issues in all markets
• Successful alignments with all hierarchies, reaching from agents to director to ensure acceptance and smooth change management

• Strategic and operative leadership at Zalandos warehouse in Marquardt
• Direct collaboration with zLabels including personnel planning
• Introduction of first process standards and 5S-measures within productive processes
• Sole responsible on site manager for restructuring and redistribution of workforce due to shutdown of logistic site of Marquardt

• Coordination and leadership of process management team at Brieselang warehouse
• Supervision and implementation of lean management methods in the warehouse location as well as creation of warehousing processes for Zalando's luxury store www.emeza.de

• Build up and leadership of process management team in warehouse
• Involved in creation of specifications for Zalandos’ first own WMS Zalos 2.0 and responsible for its introduction in Brieselang
• Go live process support for Zalandos’ first own warehouse in Erfurt

• Implementation of process standard and process improvements in Stow/Pick area of Brieselang warehouse
• Responsible tester of improvements of warehouse management system