Katrin Becker
Köln
Summary
With a hospitality background, I have a natural flair for connecting with people and building strong bonds. I have been working in e-commerce for over 7 years, and I enjoy growing with the company I work for. I thrive in a flat and flexible organization where I can make an impact.
Overview
11
11
years of professional experience
Work History
People Partner
Flaschenpost Services AG (Switzerland)
07.2021 - Current
- Designed and implemented a comprehensive on- and offboarding process
- Conducted regular surveys and analyses on employee satisfaction (eNPS: Employee Net Promoter Score, Gallup Q12)
- Developed and implemented attractive and competitive employee benefits
- Planned and executed internal & external stakeholder events
- Advised the department heads with hiring and recruiting process
Head of Customer Experience
Flaschenpost Services AG (Switzerland)
02.2020 - 06.2021
- Coordinated and executed the customer experience strategy, goals and initiatives
- Ensured that every touchpoint along the customer journey is optimized to exceed customer expectations
- Trained and empowered the customer experience team to develop their full potential and individual strengths
- Website/Webshop relaunch: Responsible for full circle customer experience lifecycle
Lead Customer Satisfaction
Flaschenpost Services AG (Switzerland)
01.2018 - 01.2020
- Trained and empowered the customer satisfaction team to develop their full potential and individual strengths
- Analyzed customer data and feedback to identify pain points and opportunities for improvement
- Communicated and collaborated with various internal teams to enhance customer satisfaction, loyalty, and advocacy
- Implemented new ERP system
Customer Satisfaction Agent
Flaschenpost Services AG (Switzerland)
08.2016 - 12.2017
- Managed customer inquiries via phone, email and chat
- Processed customer orders using various software solutions
- Complaint management
Sales & Marketing Assistant
Baur Au Lac (Switzerland)
01.2013 - 07.2014
- Organized sales trips (sales calls, conventions & workshops) and handled international press inquiries
- Organized and executed in-house photoshootings
- Supported the online marketing manager with SEO campaigns, newsletters and content management
Education
Hospitality Trainee -
Excelsior Hotel Ernst
06.2011
Skills
- Transparent communication
- Emotional intelligence
- Innovative mindset
- Creative and critical thinking
- Collaboration and teamwork
- Recruitment and hiring
Personality Type
ESFJ:
- Extraverted
- Sensing
- Feeling
- Judging
Achievements I'm proud of
- New Ways of Working Taskforce
- Webshop Relaunch Team
- Company Circle Member
Timeline
People Partner
Flaschenpost Services AG (Switzerland)
07.2021 - Current
Head of Customer Experience
Flaschenpost Services AG (Switzerland)
02.2020 - 06.2021
Lead Customer Satisfaction
Flaschenpost Services AG (Switzerland)
01.2018 - 01.2020
Customer Satisfaction Agent
Flaschenpost Services AG (Switzerland)
08.2016 - 12.2017
Sales & Marketing Assistant
Baur Au Lac (Switzerland)
01.2013 - 07.2014
Hospitality Trainee -
Excelsior Hotel Ernst
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