Tina Nargang
Head Of Sales & Care KMU Midmarket
Nürnberg
Summary
Dynamic sales leader with a proven track record at Deutsche Telekom Service GmbH, excellent in team building and employee development. Promotes lifelong learning by designing new learning formats such as the training center. Achieved significant sales growth through ideas for innovative product offerings and increased customer satisfaction. Expert in negotiation and operational management, fostering a results-oriented, open, and appreciative culture that reduced turnover and improved team performance.
Overview
24
24
years of professional experience
2
2
Languages
Work History
Head of Sales Department
Deutsche Telekom Service GmbH
09.2023 - Current
- Developed a high-performing sales team through effective training programs at the "Training Center" and stands for lifelong learning culture.
- Conducted periodic performance reviews of individual team members, identifying their strengths as well as areas for improvement.
- Acted as a mentor to employees, giving them guidance and support in their professional development to take the next step in their career.
- Collaboration with cross-functional teams to develop innovative product offerings tailored to customer needs. Specifically for our business customers, Access Plus, which serves as a load-balancing solution, has led to significant sales growth in the broadband business.
- Reduced employee turnover rates by fostering a positive work environment that prioritized employee growth and development.
- Established strong partnerships with external vendors for improved service delivery and increased profitability.
- Implemented new campaigns and procedures to increase sales and avoid churn to our competitors.
- Managed process flows, operations support, and customer engagement strategies.
- Implemented the new Midmarket segment nationwide across Germany, leading process design and developing the qualification concept. Successfully realigned teams to target and serve our new premium client base.
Sales and Service Team Leader
Deutsche Telekom Service GmbH
01.2021 - 09.2023
- Managed day-to-day operations with a focus on key performance indicators such as availability, call handling time, work handling time, customer satisfaction, and sales performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Drove team revenue totals by bringing in top sales numbers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Assisted in recruitment to build team of top performers.
Team Leader - Service Delivery 2nd Level
Deutsche Telekom Service GmbH
05.2011 - 01.2021
- Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
- Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
- Built process to investigate an prevent device fraud with savings over 1 Mio. Euro/year.
Customer Support Advisor
Deutsche Telekom Service GmBH
03.2004 - 05.2011
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Participated in interactive training programs to expand knowledge of company products and policies.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
- Resolved complex problems for customers using effective troubleshooting techniques combined with extensive product knowledge and empathy.
- Contributed to a positive work environment through active participation in team meetings and discussions aimed at improving processes.
- Assisted in training new team members on company policies, procedures, and best practices for exceptional customer service delivery.
- Turned our Costumers to Fans!
Trainee as an Office Communications Clerk
Deutsche Telekom Service GmbH
09.2001 - 03.2004
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Optimized office space usage, arranging workstations to maximize productivity.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
- Coordinated and scheduled meetings and appointments.
Education
Vocational Training As Office Management Clerk -
Staatliche Berufsschule B14
Nuremberg 04.2001 -
Intermediate School Leaving Certificate -
Intermediate School
Hirschaid 04.2001 -
Skills
Negotiation expertise
Customer Satisfaction
Teamwork and collaboration
Problem-solving abilities
Operations management
Self motivation
New business development
Timeline
Head of Sales Department
Deutsche Telekom Service GmbH
09.2023 - Current
Sales and Service Team Leader
Deutsche Telekom Service GmbH
01.2021 - 09.2023
Team Leader - Service Delivery 2nd Level
Deutsche Telekom Service GmbH
05.2011 - 01.2021
Customer Support Advisor
Deutsche Telekom Service GmBH
03.2004 - 05.2011
Trainee as an Office Communications Clerk
Deutsche Telekom Service GmbH
09.2001 - 03.2004
Vocational Training As Office Management Clerk -
Staatliche Berufsschule B14
04.2001 -
Intermediate School Leaving Certificate -
Intermediate School
04.2001 -
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