Sandra Stamer

Q: Where is Sandra based?

Sandra is based in Oldenburg, Germany .

Q: What languages does Sandra speak?

Sandra speaks the following languages: German (Native), Swedish (Elementary) .

Q: How many years of experience does Sandra have?

Sandra has at least 34 years of experience. During this time, Sandra has worked in at least 9 different roles and for 8 different companies . The average length of individual experience is 4 years and 10 months . Note that Sandra may not have shared all experience and actually has more experience.

Q: What is Sandra's latest experience?

Sandra's most recent position is Management Consultant | Owner at Sandra Stamer .

Q: What companies has Sandra worked for in recent years?

In recent years, Sandra has worked for Sandra Stamer .

Q: Which industries is Sandra most experienced in?

Sandra is most experienced in industries like Utilities , Professional Services , and Education . Sandra also has some experience in Manufacturing and Energy .

Q: Which business areas is Sandra most experienced in?

Sandra is most experienced in business areas like Project Management , Customer Service , and Marketing . Sandra also has some experience in Information Technology , Business Intelligence , and Production .

Q: Which industries has Sandra worked in recently?

Sandra has recently worked in industries like Professional Services .

Q: Which business areas has Sandra worked in recently?

Sandra has recently worked in business areas like Customer Service , Information Technology , and Project Management .

Recommended expert

Oldenburg, Germany

Experience

Oct 2016 - Present

9 years 6 months

Oldenburg, Germany

Management Consultant | Owner

Developed a KPI system for customer service
Established a centralized complaint management system
Optimized customer surveys (NPS, customer satisfaction)
Led the implementation of a response management system (ReplyOne), including interfacing with various systems (e.g. SAP, Microsoft, Ceyoniq, Cisco, Avaya, Telegra) across multiple industries
Conducted customer experience workshops (e.g. donations and sponsorship, broadband rollout communication)
Gave presentations on digitalization, artificial intelligence, and customer service

Oct 2014 - Sep 2016

2 years

Oldenburg, Germany

Head of Quality and Process Management Group

EWE VERTRIEB GmbH

Aligned the group on quality and process management
Established a unified continuous improvement process (CIP) with defined responsibilities, authority limits, and committee structure
Built a KPI system for different hierarchy levels and implemented it operationally
Reviewed existing service agreements and added qualitative requirements
Supported the development of business process management
Initiated process documentation in ARIS
Streamlined and standardized customer satisfaction surveys for energy and telecommunications
Designed and launched a web-based, personalized SAP customer overview page (savings: approx. €170,000 annually)
Created an interface between ReplyOne and SAP to automate manual processes
Led a project to improve overall service quality (management, metrics, processes, IT, training, complaint management, correspondence, communication)
Assisted in developing an IT strategy
Prepared decision templates for the board and executive management on customer service quality
Initiated decision proposals for standard letters and internet-based customer dialogue
Provided in-house consulting to executive management on special topics

Oct 2012 - Sep 2014

2 years

Oldenburg, Germany

Head of Customer Service Group

EWE VERTRIEB GmbH

Responsible for the technical and disciplinary leadership of the customer service team (5 employees)
Organizational development of the team, staff development, budget responsibility, and controlling
Accountable for quantitative and qualitative customer service targets
Managed complaints and established a continuous improvement process
Set up the EWE customer advisory board as a consultative body
Developed the service philosophy based on customer expectations and brand strategy
Served as the contact person for the Energy Arbitration Board
Organized, managed, and optimized IT for a correspondence management system
Collaborated across disciplines with departments, service providers, and suppliers
Initiated post-contact surveys and set up reporting in SAP Business Warehouse
Implemented a sustainable correspondence concept for internal training
Conducted and supported a service audit, deriving improvement measures

Apr 2010 - Sep 2012

2 years 6 months

Oldenburg, Germany

Energy Sales Consultant

EWE ENERGIE AG

Held strategic overall responsibility for customer service and complaint management in private and business customer segments
Analyzed the current situation, defined strategic goals, and derived measures
Co-led the SAP CRM implementation (concept phase and process mapping)
Project managed the design and launch of three regional customer advisory boards
Took on external speaking engagements

May 2003 - Mar 2010

6 years 11 months

Oldenburg, Germany

Marketing Consultant

EWE AG

Managed the project to introduce complaint management and had strategic overall responsibility
Set up KPIs to measure department performance, analyzed variances, and identified improvement actions
Built and maintained a cross-site network for information and communication exchange
Acted as the interface to internal departments and service providers
Led a project to identify improvement actions through quality tests
Improved a customer loyalty tool (magazine with coupons, 12,000 recipients)
Planned and managed service audits, including deriving improvement measures
Managed sponsorship projects at the Bremen Weser Stadium

Oct 1998 - Jun 2003

4 years 9 months

Oldenburg, Germany

Economics Studies, Diploma in Economics

Carl von Ossietzky University

Focus areas: Marketing, Production, Labor Law
Study abroad semester: Supply Chain Management at Växjö University, Sweden

Feb 1997 - Sep 1998

1 year 8 months

Bremen, Germany

Sales Coordinator, Home Textiles

Kleine Wolke Textile Company mbH & Co. KG

Sales of home textiles for corporations and major clients

Sep 1994 - Jan 1997

2 years 5 months

Bremen, Germany

Apprenticeship as Industrial Management Assistant, IHK certification

BTF Textile Works GmbH & Co. KG

Aug 1991 - Jun 1994

2 years 11 months

Bremen, Germany

Upper secondary level, Abitur

Gymnasium at Bördestraße

Industry Experience

See where this freelancer has spent most of their professional time.

Experienced in Utilities, Professional Services, Education, Manufacturing, and Energy.

Utilities

Professional Services

Education

Manufacturing

Energy

Business Area Experience

See which departments and functions this freelancer has contributed to most.

Experienced in Project Management, Customer Service, Information Technology, Marketing, Business Intelligence, and Production.

Project Management

Customer Service

Information Technology

Marketing

Business Intelligence

Production

Languages

German

Native

Swedish

Elementary

Education

Oct 1998 - Jun 2003

Carl von Ossietzky University

Diploma in Economics · Economics · Oldenburg, Germany

Sep 1994 - Jan 1997

BTF Textilwerke GmbH & Co. KG

Apprenticeship as Industrial Clerk · Industrial Clerk · Bremen, Germany

Aug 1991 - Jun 1994

Gymnasium an der Bördestraße

High School Diploma (Abitur) · Upper Secondary Education · Bremen, Germany

Statistics

Experience

Total positions 9

Experience in Utilities 11 y

Avg length 3 y 9 m

Longest experience 9 y 5 m

Global Experience

Countries worked in 1 (Germany)

Primary country Germany

Expertise

Recent roles Management Consultant | Owner, Head of Quality and Process Management Group, Head of Customer Service Group

Main industries Utilities, Professional Services, Education

Main business areas Project Management, Customer Service, Information Technology

Qualifications

Profile

Created

October 2022

Last Update

July 2024

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Sandra based?

Sandra is based in Oldenburg, Germany.

What languages does Sandra speak?

Sandra speaks the following languages: German (Native), Swedish (Elementary).

How many years of experience does Sandra have?

Sandra has at least 34 years of experience. During this time, Sandra has worked in at least 9 different roles and for 8 different companies. The average length of individual experience is 4 years and 10 months. Note that Sandra may not have shared all experience and actually has more experience.

What roles would Sandra be best suited for?

Based on recent experience, Sandra would be well-suited for roles such as: Management Consultant | Owner, Head of Quality and Process Management Group, Head of Customer Service Group.

What is Sandra's latest experience?

Sandra's most recent position is Management Consultant | Owner at Sandra Stamer.

What companies has Sandra worked for in recent years?

In recent years, Sandra has worked for Sandra Stamer.

Which industries is Sandra most experienced in?

Sandra is most experienced in industries like Utilities, Professional Services, and Education. Sandra also has some experience in Manufacturing and Energy.

Which business areas is Sandra most experienced in?

Sandra is most experienced in business areas like Project Management, Customer Service, and Marketing. Sandra also has some experience in Information Technology, Business Intelligence, and Production.

Which industries has Sandra worked in recently?

Sandra has recently worked in industries like Professional Services.

Which business areas has Sandra worked in recently?

Sandra has recently worked in business areas like Customer Service, Information Technology, and Project Management.

What is Sandra's education?

Sandra attended Carl von Ossietzky University for Economics.

What is the availability of Sandra?

The availability of Sandra needs to be confirmed.

What is the rate of Sandra?

Sandra's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.