Ruth Bennour

Responsible for User Experience Optimization (incl. NPS and Voice of the Customer)

Responsibilities: Provision of thought leadership on Net Promoter. EU lead in global project team to implement relationship and transactional Net Promoter within eBay Inc. Roll out of new quality methodology within EU CS (internal and Strategic Partner teams at multiple locations) including the development and implementation of an eBay Quality Certification course. Lead an international team in 2 locations. Vendor Management and target setting.

3 month International Assignment in London, UK. Responsibilities: Leverage learnings and best practices between Skype and eBay. Implementation of customer satisfaction and quality program for Skype global customer support

Responsibilities: Lead a team based in two different locations, support internal operational teams and strategic partners working for 12 countries in 8 languages based in numerous locations. Ensure the availability of scalable, efficient and effective satisfaction measurement procedures, programs and tools. Derive recommendations and monitor actions based on continuous analysis to increase satisfaction. Strategy development, country and departmental target setting, budget and project management

Responsibilities: Administration and training of survey tool, reporting of survey results to all levels, survey process management, questionnaire analysis, working with customer support departments to define improvement, best practice sharing with eBay US / PayPal, project management, determine enhancements to improve efficiency of the survey process and reporting (Example: Creation and implementation of a Global Satisfaction Report)

Responsibilities: Provide email customer support to US and UK customers. Main Contact for UK police and authorities regarding fraud cases Specialization: Fraud

Responsibilities: Project management, implementation of customer relationship management software, reporting for senior management, supporting internal and field sales service, writing customer quotations

Responsibilities: Analysis of system production planning for central Europe, system forecasting, supporting internal and field sales service, writing customer quotations, processing and tracking of orders, customer care

Responsibilities: Addressing all potential Y2k problems, creation of training program and training of Y2k Project team, setting up of Y2k Emergency Operation Centre, creation of contingency and shift plans, contact with Motorola Year 2000 Teams world wide, organisation of presentations, internal and external archiving of information, cost analysis, translation

Berlin School of Economics, Germany in cooperation with Anglia Polytechnic University, Cambridge, England. Main areas of study: Managing in an International Environment, Corporate Strategy Processes, Competitive Strategy and Business Performance

Two semesters were spent at the Fachhochschule für Wirtschaft, Berlin, Germany. Specialization in Year 4: Human Resource Management. Main areas of study: Business Analysis, Economics, European Law, Finance, German, Information Technology, Marketing and Strategic Manageme