DANIELA PFORT

• Improved team performance by implementing new KPI tracking systems and providing regular feedback.
• Developed comprehensive performance management strategy, resulting in increased efficiency and productivity.
• Streamlined internal processes for more effective workflow, reducing bottlenecks and improving overall performance.
• Conducted thorough assessments of vendor (BPO's)performance, identifying strengths and areas for growth.
• Facilitated cross-departmental collaboration, fostering a culture focused on continuous improvement and shared success.
• Led quarterly performance reviews, setting attainable goals based on individual strengths and business needs.
• Promoted a culture of accountability by reinforcing performance expectations and ensuring timely follow-up on action items.
• Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
• Led teams to drive results and meet production, quality and safety goals.
• Monitored key performance indicators and built processes to support partner performance and growth.
• Developed, tracked and analyzed variance of key performance measurements.
• Worked with technical resources to conduct root cause analysis and prevent future issues.
• Evaluated current processes to develop improvement plans.
• Produced detailed and relevant reports for use in making business decisions.
• Leveraged on-site observation and personal interviews to identify team and individual strengths.

Reduced order processing time with thorough data analysis and workflow optimization.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Coordinated with cross-functional teams for timely deliveries.
• Collaborate closely with stakeholders (Leadership Team) and external partners (BPOs) to identify and improve operational challenges.
• Cross-functional collaboration to guarantee precise reporting, alignment, and strategy (including quality, training, retention, and more).
• Generate and present comprehensive analysis reports on the Key Performance Indicators (KPIs) to improve customer experience and/or help drive cost reduction.
• Identify ongoing training opportunities and collaborate with cross-functional teams to identify and address inefficiencies.

Lead, manage and motivate a global & diverse team of 9 Customer Experience Specialists & Analysts.

Delivering specialized expertise and foster complementary skills who are goal-oriented and hyper-focused on achieving clear, outstanding results in alignment with the company OKR's.

- Develop and execute customer success plans, improving NPS and CSAT.
- Work with cross-functional teams to resolve customer issues.
- Audit current processes and procedures, internal and customer-facing. Focusing on their adherence, efficiency, and effectiveness.
- Cross-functional collaboration to deliver premium support and achieve efficiency and quality objectives.
- Conduct regular performance evaluations of team members, providing feedback and addressing any performance opportunities.

Own the customer experience of the Customer Care teams for the United Kingdom, Italy, Poland, and emerging markets (internal and external), delivering premium support across all channels (Phone, Chat & Email).

- Manage daily operations of the contact center to meet SLAs, quality, and positively impact brand loyalty (NPS).
- Oversee and manage a team of 11 Technical Support Engineers(internal).
- Collaborate with Partner Management (internal) & BPO management (external) to create an engaging environment that supports our future growth and attracts talent.
- Recruit, manage, coach, and develop a team of Technical Support Engineers and Team Leaders to ensure performance, quality, and productivity targets are met.
- Collaborate with other departments, such as sales, marketing, and operations, to ensure a seamless customer experience throughout the entire customer journey.
- Conduct regular performance evaluations of team members, providing feedback and addressing any performance opportunities.

Support the UK Country manager in running daily Customer Care operations.

- Developed new Quality Observation process (QUOB) in accordance with COPC Guidelines
- Collect Quality Feedback and Data from our Partners and other internal departments and collaborate on improvements Company-wide.
- Calibrate Quality with external partners
- Review and rate individuals Quality performance on Email and Calls within Customer Care Support structure.
- Implement Measurable customer service goals to enable to progress toward achieving an overall objective for the organization.
- Review Mangement Escalations, Root Cause Analysis
Team process, training, quality, knowledge base & resource development.
- Cross-functional Collaboration company-wide and with partners to ensure daily operations are running.
- Program Management (Currently App Simulator)
- Partner Integration and Hyper care
- On-site New Hire training for Partners

Started as a Senior Beta Specialist, moved on to Senior Quality Specialist.
Manage Social Posts via Facebook & Twitter
Review Mangement Escalations, Root Cause Analysis

• Technical troubleshooting, providing customer support for UK Customers
• Working as an escalation engineer
• Conducting technical beta testing
• Submitting bug reports
• Configuring networks
• Preparing for the implementation of new software, hardware, and products, NPI .

• Server Administration Linux/windows based)
• Hardware and OS re-installations, configuration of control panels (cPanel, Parallel
• Plesk, Direct Admin)
• Remote desktop/telnet/ssh access, database configuration SQL , configure
• DNS, applications management, web hosting, system administration, quality control, content management internal and external
• Account Management.

• Fulfilled the responsibilities of 1st-line technical support for the DACH region
• Side project: built an emulator of the TomTom app for iPhone for internal use
• Technical Coach/contact within the team for new employees
• Troubleshoot devices, push software updates, RMA's, follow up on sales leads, quality control.

• Vodafone distribution
• SEO and Affiliate Marketing for Sparhandy.de.

• Manage Google Adwords, search Optimization and online advertising campaigns for customers such as IBM, British Airways, Adobe and Intel
• German/English translations of customer websites.

• Responsible for Direct Sales and 2 Level Technical Support for Arcor/Vodafone distribution Channel
• Led and coached the sales team.

• Consult & support local businesses with regard to their online presence needs
• Created graphic products for local businesses
• Brand development
• Build & maintain Websites
• SEO
• Advertising Design
• Graphic Design.

• Meet & Greet German & Dutch Tourists at LAX
• Bus excursions Western Triangle), guiding up to 40 guests through 2 weeks of touring through California, Arizona & Nevada
• Manage hotel bookings, plan excursions.