Marta Bredfeldt
Angestellt, Director of Technical Solutions, AWIN AG
Berlin, Deutschland
Über mich
Experience in change management, migration and transformation projects, developing strategies, policies and procedures. Proven track record as manager and leader of international, remote working teams. Over a decade in customer-facing as well as 2nd line technical support B2B environment, engaging with global stakeholders in order to increase customer satisfaction. Proficiency in project management using Lean Six Sigma and other agile methods and tools. Measurable proven track record of process improvement initiatives which increased efficiency and productivity through the use of automation, process simplification and the elimination of waste. Passionate about team dynamics, people development and building healthy and effective teams. Ability to inspire and motivate individuals and groups to take ownership over collective goals.
Werdegang
Berufserfahrung von Marta Bredfeldt
• Defining technical support strategy and delivering user-centric technical support experience for all platform-related queries • Creating an environment to optimise existing processes and workflows within the company, providing time efficiency through automation (Robotic Process Automation, Power Automate, FTE saving as KPI) • Skills: Business Process Improvement | Organisational Leadership | Business Transformation | Employment Law | Mentoring | Budgeting | Risk Management
• Managing a high-performing team in charge of handling incidents and escalations as well as internal and external regulatory enquiries (DSAR for GDPR and CCPA) • Defining policies, processes and procedures (implementing Incident Management Process – defining MTTA and MTTR – ITIL based, Post Merger Integration of affilinet AG, introducing 4 day working week) • Managing multiple remote teams of over 30 people • Skills: Customer Loyalty | Agile Methodologies | Managing Diversity, Complexity and Ambiguity
• Setting-up and managing new global technical unit and implementing Single Point of Contact for all technical queries in JIRA and MS Teams • Aligning and implementing global processes for 14 teams across Europe, the US and Brazil (Salesforce Case Console integration, SLAs and KPIs definition) • Managing organisational transformation processes (post merger integration) • Skills: Remote Team Management | Stakeholder Management | Change Management | Project Management | Cross-cultural Communication
11 Monate, Juli 2014 - Mai 2015
Head of Technical Services DACH
ZANOX AG | A company of Axel Springer AG & PubliGroupe AG
• Overseeing the activities, quality, profitability and development of the DACH Technical Services team (reducing response time by 17% and resolution time by 12%) • Assigning, planning, developing and implementing projects and processes that impact technical service provided to the clients (SLA unification, SPoC introduction) • Serving as interface to senior management and escalation point for the team members, stakeholders and clients • Skills: Planning | Decision-Making | Delegation | Presentation Skills
3 Jahre und 1 Monat, Juni 2011 - Juni 2014
Technical Consultant
ZANOX AG | A company of Axel Springer AG & PubliGroupe AG
• Providing technical support to clients • Integrating tracking • Developing MasterTag plug-ins (in-house developed real-time tracking solution) • Monitoring, troubleshooting and escalating to next support level as needed • Serving as a subject matter expert for technical projects • Designing and conducting trainings for the local sales teams Skills: Analytical Skills | Problem Solving | Client relations | Troubleshooting
5 Monate, Feb. 2011 - Juni 2011
Praktikantin Sales/ Eastern Europe
zanox.de AG
Ausbildung von Marta Bredfeldt
7 Jahre und 5 Monate, Okt. 2001 - Feb. 2009
Japanologie und Polonistik
Humboldt Universität
Sprachen
Deutsch
Fließend
Polnisch
Muttersprache
Spanisch
Gut
Englisch
Fließend
Japanisch
Grundlagen