Jens Feldmann
Dortmund
Summary
Customer Experience Professional with 5+ years experience, specializing in complex technical support and cross-functional process improvement. Proven track record in crisis communications, stakeholder management, and system implementations.
Core expertise in translating customer insights into actionable solutions, with deep knowledge of IoT/smart home technologies and complex technical support for B2B partners. Currently seeking to transition into Business Analysis or Product Management where customer advocacy and analytical skills can drive strategic decisions.
Overview
5
5
years of professional experience
Work History
Agent - Sales Back Office / Customer Care B2C
Miele
02.2023 - Current
- De-escalate and resolve customer complaints with punctual, polite and professional service.
- Serve as primary expert for ventilation hoods, providing specialized B2B support to kitchen retail partners
- Provide 2nd level support for app functionality, IoT connectivity and smart home integration issues across Miele's connected appliance ecosystem
- Support Social media community management
- Identify patterns in customer feedback to inform process and product improvements
- Led crisis communication response for viral product criticism, drafting customer-facing FAQ approved by legal and communications
- Act as key user for the implementation of a new CX system (Genesys cloud), coordinating between IT, management and operational teams, documenting processes and training 25+ colleagues
Customer Service Representative
Concentrix
09.2020 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 1st level support for the Miele App
- Responded to customer requests for products, services, and company information.
Education
No Degree - Maschinenbau
Universität Duisburg-Essen
DuisburgInformatik
Universität Bonn
BonnHigh School Diploma -
Gymnasium Aspel
Rees05-2012
Skills
- Problem-solving skills
- Documenting information
- Critical thinking
- Communication
- Technical support
- CRM tracking
- Knowledge management
- SAP, Genesys Cloud CX, SharePoint, MS 365, ServiceNow, Jira, PowerBI
Hobbies
Table Tennis
Writing
Traveling and Hiking
Languages
English
Bilingual or Proficient (C2)
German
Bilingual or Proficient (C2)
Swedish
Intermediate (B1)
Timeline
Agent - Sales Back Office / Customer Care B2C
Miele
02.2023 - Current
Customer Service Representative
Concentrix
09.2020 - 01.2023
No Degree - Maschinenbau
Universität Duisburg-Essen
Informatik
Universität Bonn
High School Diploma -
Gymnasium Aspel
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