Joana Heidemann
Angestellt, Senior Lead Customer Support, Personio GmbH
München, Deutschland
Werdegang
Berufserfahrung von Joana Heidemann
Leitung der Customer Support Abteilung (Deutschland)
4 Jahre und 1 Monat, Sep. 2017 - Sep. 2021
Senior International CSM
Slack Technologies Limited
• Pioneered foreign language support with a strong focus on shaping the design of Slack's German voice. • Created and delivered workshops and trainings in a cross-functional capacity. • Mentored team throughout conceptualisation and delivery of projects. • Collaborated strongly with emerging Sales & Marketing teams and provided hands-on support during Webinars and conferences.
1 Jahr und 3 Monate, Juni 2016 - Aug. 2017
Workflow Lead, Media Campaign Management at Google for Accenture
Accenture• Researched and documented workflows across departments to ensure successful and timely launch of YouTube campaigns. • Coordinated and delivered projects with Publishers, Creative and Media Agencies on a tight deadline. • Reported on performance of high budget digital marketing campaigns in DACH regions. • Provided Trafficking and QA support for media agencies.
• Analysed cross-regional product performance for budgeting and staffing forecasts. • Implemented performance indicators and customer satisfaction surveys for support department. • Created knowledge base, training materials, documented processes and workflows. • Screened and interviewed candidates, growing multinational support team exponentially.
2010 - 2012
Customer Service Team Leader
Blizzard Entertainment
• Coached international team of 15 CSRs to improve first contact resolution. • Led KPI driven projects with different stakeholders, playing a key role in realising new support model. • Interviewed over 50 candidates for rapidly growing teams.
2009 - 2010
Total Support Team Representative
Blizzard Entertainment
2008 - 2009
Account and Technical Services Representative
Blizzard Entertainment
Sprachen
Deutsch
Muttersprache
Englisch
Muttersprache
Französisch
Gut