Lisa Vollert

Experience

• 

  Deutsche Telekom AG

  Sept 2009 - Oct 2012

  • Handling inbound and outbound customer service calls • Training and assisting new employees • Project management (preparation, planning, implementation) • Assisting team lead (bearing team lead tasks) • Applying advanced troubleshooting (e.g. network and broadband issues) • Dealing with customer complaints and compensation • Selling mobile and broadband plans and mobile devices (telesales) • Handling inbound and outbound customer service calls • Training and assisting new employees • Project management (preparation, planning, implementation) • Assisting team lead (bearing team lead tasks) • Applying advanced troubleshooting (e.g. network and broadband issues) • Dealing with customer complaints and compensation • Selling mobile and broadband plans and mobile devices (telesales)

  • Management Assistant for Dialogue Marketing

    Feb 2012 - Oct 2012

  • Apprenticeship Management Assistant for Dialogue Marketing

    Sept 2009 - Feb 2012
• 

  Google

  Oct 2012 - Feb 2019

  - Responsible for up to 100 Content Reviewers, Team Leads and Subject Matter Experts within the Trust&Safety Operations across multiple locations within EMEA- Working with multinational Teams (German, French, Hebrew, Russian, Italian, Spanish, Portuguese, Czech and Dutch)- Personal and professional development for Team Leads and SME's- Conflict management and providing solutions as well as ensuring employees involvement of decision making- Working closely with the Operations Manager and HRBP regarding the management of resources- Performing in a client-facing role to ensure the delivery of all KPI’s and project deliverables of markets Show less - Responsible for up to 120 Online Marketing Specialists and Team Leads- Personal and Professional Career Development of direct reports- Performing in a client-facing role to ensure the delivery of all KPI’s and Project Deliverables- Responsible for Teams across Dublin and Lisbon - Responsible for the launch of new business projects (additional Teams)- Setting goals for Team Leaders for their personal and professional development, conflict management and provide resolutions as well as ensuring employees involvement of decision making- Working closely with the Operations Manager and HRBP regarding the management of resources- Performing in a client-facing role to ensure the delivery of all KPI’s and project deliverables of markets within the cluster Show less - Actively managing the Northern Cluster (DACH, BeneLux, Sweden, Denmark) and Greece since July 2016- Previously managed the MED Cluster (Spain, Italy, France) and Northern Markets (Sweden, Denmark) October 2015 - July 2016- Responsible to ensure that all individuals within the team consistently achieve/exceed all performance measures and find innovative ways to motivate and improve staff performance- Maintaining the highest levels of client and customer satisfaction with the achievement of SLA’s and KPI’s through effective management of call handling times, resource allocation, agent availability and call quality- Driving a culture of continuous improvement within the team and encouraging innovation and proactively making appropriate recommendations to the Operations Lead - Analyzing, interpreting and reporting to the Operations Lead on performance statistics – identifying trends and presenting appropriate recommendations for improvements. - Implementing Change management - Ensuring that quality is a key team driver which underpins all operational performance, and providing assurance and coaching with such key quality drivers - Conducting regular team updates and briefings. - Developing excellent working relationships across all functions within the business and management of conflict situations. - Demonstrating a thorough understanding of the client’s products and services.- Resolving escalated issues to the satisfaction of the client in a timely manner to minimise risk to the Company and the client. - Conducting agent training sessions where appropriate- Recruitment and selection - Participating in ad­hoc projects as and when required. Show less • Manage the French and Spanish Team• Create and present weekly/monthly/quarterly reports on all metrics to internal management and client. • Manage KPI’s and Targets whilst maximizing productivity • Ensure full coaching and training of all team members • Provide all team members with quality/stats related feedback on a regular basis• Coach all team in professional and personal development • Motivate all staff daily to achieve all KPI’s and SLA’s • Managing and monitoring staff attendance• Implementing new initiatives to achieve and exceed targets• Technical support for Call Center Technology Show less

  • EMEA Operations Lead - Trust and Safety

    Jun 2018 - Feb 2019

  • EMEA Operations Lead - Online Marketing

    Mar 2017 - May 2018

  • Senior Team Lead

    Oct 2015 - Mar 2017

  • Team Lead

    May 2014 - Oct 2015

  • Google AdWords Online Specialist

    Mar 2013 - May 2014

  • Customer Service Representative

    Oct 2012 - Feb 2013
• 

  Winora Group

  Jul 2019 - Oct 2024

  Service Manager
• 

  IU International University of Applied Sciences

  Jan 2025 - now

  Regionale Verwaltungsleitung