Manja Becker
Head Of Customer Service
Berlin
Summary
Customer service professional with robust background in managing and optimizing customer support operations. Known for fostering collaborative team environment and driving significant improvements in service delivery. Adaptable and reliable in meeting evolving needs of both customers and team members, with focus on effective communication and operational excellence.
Experienced with team leadership, conflict resolution, and process optimization. Utilizes strategic planning to enhance customer service operations and drive team success. Track record of maintaining high levels of customer satisfaction and operational efficiency through effective management and innovative solutions.
Overview
24
24
years of professional experience
2
2
Languages
Work History
Head of Customer Service
Contorion
02.2025 - Current
- Leadership and Management of the Customer Service Team: Lead and motivate a team of approximately 9 employees in daily operations
- Ensure high employee satisfaction and foster professional development within the team
- Development and regular review and adjustment of the strategic orientation in line with the company and area strategy
- KPI Fulfillment and Performance Monitoring: Monitor and analyze relevant KPIs to ensure the efficiency and effectiveness of customer service
- Develop and implement strategies for continuous improvement of service delivery
- Contact Reduction and Process Optimization: Develop and implement measures to reduce customer contacts through proactive problem-solving and process optimization
- Ensure efficient and customer-oriented handling of inquiries
- Maintenance and Development of Self-Service Tools: Responsible for maintaining and continuously improving self-service tools to enhance customer satisfaction
- Collaborate with internal departments to identify and implement new self-service opportunities
- Management of Outsourcing Partner and Contract Management: Coordinate, develop and manage the external outsourcing partner to ensure a seamless customer service experience, empowering them to make business decisions and manage day-to-day business proactively and autonomously
- Monitor the performance metrics of the outsourcing partner and ensure compliance with Service Level Agreements (SLAs)
- OKR Management: Objective Setting and Alignment: Definition of clear, ambitious objectives and measurable key results at the departmental, team, and individual levels
- Monitoring and Analysis: Regular review meetings, progress analyses, and adjustments to optimize goal achievement
- Enhanced customer satisfaction by effectively addressing and resolving complaints in a timely manner.
- Consistently exceeded performance objectives, demonstrating commitment to excellence in customer service and leadership within the department.
- Organized and balanced multiple priorities within fast-paced environment.
- Adapted quickly to changing business needs by revising policies or procedures as needed based on real-time feedback from customers or internal stakeholders.
- Analyzed customer feedback data to identify trends and areas for improvement, implementing necessary changes accordingly.
- Participated in the recruitment process, selecting top candidates for customer service roles within the department.
- Facilitated open communication between management and staff through regular meetings and transparent reporting practices.
- Implemented quality control measures to ensure consistency in service across all channels of communication.
- Collaborated with other departments to identify and resolve cross-functional issues impacting customer experience.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Head of Customer Success
Contorion
11.2023 - 03.2025
- Leadership and Management of the Customer Service Team: Lead and motivate a team of approximately 9 employees in daily operations
- Ensure high employee satisfaction and foster professional development within the team
- Development and regular review and adjustment of the strategic orientation in line with the company and area strategy
- KPI Fulfillment and Performance Monitoring: Monitor and analyze relevant KPIs to ensure the efficiency and effectiveness of customer service
- Develop and implement strategies for continuous improvement of service delivery
- Contact Reduction and Process Optimization: Develop and implement measures to reduce customer contacts through proactive problem-solving and process optimization
- Ensure efficient and customer-oriented handling of inquiries
- Maintenance and Development of Self-Service Tools: Responsible for maintaining and continuously improving self-service tools to enhance customer satisfaction
- Collaborate with internal departments to identify and implement new self-service opportunities
- Management of Outsourcing Partner and Contract Management: Coordinate, develop and manage the external outsourcing partner to ensure a seamless customer service experience, empowering them to make business decisions and manage day-to-day business proactively and autonomously
- Monitor the performance metrics of the outsourcing partner and ensure compliance with Service Level Agreements (SLAs)
- OKR Management: Objective Setting and Alignment: Definition of clear, ambitious objectives and measurable key results at the departmental, team, and individual levels
- Improved customer satisfaction rates by implementing targeted customer success strategies and providing personalized support.
- Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
- Developed and executed successful client onboarding programs, resulting in increased satisfaction rates and faster time-to-value realization for new customers.
- Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Head Of Customer Service
Contorion
12.2021 - 11.2023
(Senior) Operations Manager
Contorion GmbH
01.2018 - 11.2021
- Operational Management: Oversee and manage daily business operations to ensure efficiency and productivity.
- Order Verification / Management: Checking orderflow for completeness and accuracy.
- Logistics Coordination: Aligning delivery schedules and shipping processes.
- Returns & Complaints Management: Handling returns and customer issues.
- Process Optimization: Analyze, develop, and implement improvements to enhance efficiency and reduce costs.
- Team Leadership: Lead, train, and motivate teams to achieve operational objectives.
- KPIs & Reporting: Monitor and analyze key performance indicators (KPIs) to assess performance and create reports for management.
- Cross-Departmental Coordination: Collaborate with departments such as sales, logistics, procurement, and IT to ensure smooth processes.
- Risk Management: Identify and mitigate operational risks while ensuring compliance with quality and safety standards.
- Project Management: Plan and implement projects for process improvement and digital transformation.
Manager international Operations
Groupon
10.2017 - 12.2017
EMEA Operations Manager
Groupon
04.2016 - 09.2017
Senior Team Lead Customer Service
Groupon
04.2014 - 03.2016
Customer Service Team Lead
Groupon
04.2013 - 03.2014
Customer Service Manager
Groupon
08.2011 - 02.2013
Team Lead
Walter Services GmbH & Co. KG
08.2009 - 04.2011
Customer Service Agent
Walter Services GmbH & Co. KG
11.2006 - 08.2009
Mitarbeiterin im Einzelhandel
Kaufland Warenhandels GmbH
01.2004 - 01.2005
Sachbearbeiterin in verschiedenen Einsatzfirmen
ASSISTA Unternehmensberatung GmbH
01.2001 - 01.2003
- ProSiebenSat1 Media AG
- BMW Group München
- Caremark Deutschland
Education
Education - Bürokauffrau
NORO Stahl- Und Röhrenhandels GmbH
Prötzel, Germany 04.2001 -
Skills
- Fundamental Leadership Training
- MS Word
- MS Excel
- Office Applications
- Zendesk
- Salesforce
- Workday
- Customer feedback analysis
- Complaint handling
- Workforce management
- Staff training and development
- Customer engagement
- Team collaboration
- Customer relationship management
- Team training and development
- Documentation and notes
Training
Fundamental Leadership Training, 07/01/15
Personal Information
Driving License: Class B
Timeline
Head of Customer Service
Contorion
02.2025 - Current
Head of Customer Success
Contorion
11.2023 - 03.2025
Head Of Customer Service
Contorion
12.2021 - 11.2023
(Senior) Operations Manager
Contorion GmbH
01.2018 - 11.2021
Manager international Operations
Groupon
10.2017 - 12.2017
EMEA Operations Manager
Groupon
04.2016 - 09.2017
Senior Team Lead Customer Service
Groupon
04.2014 - 03.2016
Customer Service Team Lead
Groupon
04.2013 - 03.2014
Customer Service Manager
Groupon
08.2011 - 02.2013
Team Lead
Walter Services GmbH & Co. KG
08.2009 - 04.2011
Customer Service Agent
Walter Services GmbH & Co. KG
11.2006 - 08.2009
Mitarbeiterin im Einzelhandel
Kaufland Warenhandels GmbH
01.2004 - 01.2005
Education - Bürokauffrau
NORO Stahl- Und Röhrenhandels GmbH
04.2001 -
Sachbearbeiterin in verschiedenen Einsatzfirmen
ASSISTA Unternehmensberatung GmbH
01.2001 - 01.2003
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