Christian Thum
Angestellt, Lead Customer Care, GetSteps
Berlin, Deutschland
Werdegang
Berufserfahrung von Christian Thum
Temporary contract to support Digital Spine setting up their new product “Aufzughelden”. Besides assisting the Sales department, my key achievements are: * Created a department structure to ensure growth readiness * Set up HubSpot as CRM * Set up Sales, Success and Onboarding automations in HubSpot * Prepared regular analytics for customers * Led a pilot project to determine usability of sensor based solutions
* Created a complete department structure including salary, positions, promotions and more * Optimized current processes to improve onboarding and overall efficiency * Worked with IT to improve anti fraud system in Shopify * Built an internal knowledge base and created most urgent articles to support onboarding and process consistency * Implemented NPS analysis and follow-up process * Recruited new team members * Supported the team hands-on
There was no Customer Support when I joined Wunderflats and I had the pleasure to build everything from scratch. Among many tasks and projects I consider the following my key achievements: * Built the Customer Support department and hired a team of up to 15 people * Researched and implemented Freshdesk and Aircall * Implemented KPI, reportings and feedback systems * Implemented a complaint management system * Successfully integrated the Success team into Customer Support to increase efficiency
6 Monate, Apr. 2018 - Sep. 2018
Teamlead Customization
Newsletter2Go
1 Jahr und 2 Monate, Feb. 2017 - März 2018
Lead Customer Support
Nexon Europe GmbH
5 Jahre und 1 Monat, Jan. 2010 - Jan. 2015
PR/Marketing/News
Thelyn Ennor Multigaming
10 Monate, März 2013 - Dez. 2013
Community Manager
OnNet Europe GmbH
2 Jahre und 8 Monate, Aug. 2010 - März 2013
Community Manager DE / EN
gamigo AG
Sprachen
Deutsch
Muttersprache
Englisch
Fließend