Complaint Management Experts in Germany

• Stabilization of Customer Service, logistics and order processing during a transformation phase
• Management of the international warehouse relocation from Switzerland to Germany
• Optimization of processes and reduction of manual work steps in day-to-day operations
• Coordination of international stakeholders to ensure the timely implementation of strategic projects

• Workflow automation
• Process management
• Scrum Master
• Introduction of new office processes at regional and global level
• Project assistance in ISO 9001, 13485 and 17025 projects

Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.

• Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
• Development of mentoring programmes, a role matrix and HR master plan for 2026
• Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
• Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
• Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
• System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
• Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
• Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
• Introduction of customer-focused goodwill policies as a measurable cultural shift
• Development of a 3-year digital agenda with a focus on automation and customer retention

Key Achievements

• Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
• Backlog reduction: From months to ⌀ 14 days
• Response time: From days to 3 hours
• System migration: Outlook→Zendesk successfully completed
• Processing thousands of tickets in the backlog

• Responsibility & Strategy: Global supplier qualification for an international company in the field of certified consumer goods – fully remote and handled independently.
• Core task: Supplier research and outreach (over 150 contacts in the EU, Asia, and the USA), NDA negotiations, and building a structured supplier database based on relevant product and sustainability standards.
• Key success: Built the supplier base from scratch, placed series inquiries, and independently organized and led supplier meetings – ready for serial production in a short time.

Built and drove the implementation of an ISO 13485-aligned quality management system for a newly established medical-device manufacturer developing products for leading OEM customers. Led RA/QA strategy, QMS architecture, design-control setup, supplier-...

• Independent accounts receivable and accounts payable accounting, including posting all incoming and outgoing payments
• Preparing customer invoices and monitoring open items and dunning
• Preparing and creating monthly and annual financial statements under HGB
• Preparing VAT returns and working with tax advisors and the tax office
• Preliminary payroll accounting
• HR administration including recruiting, applicant management, and conducting job interviews
• Preparing reports and business analyses for management
• Handling complaints and clarifying accounting issues

Strategic management of daily operations to ensure smooth processes in high-level customer service.

• Implementation and monitoring of performance KPIs to increase operational efficiency.
• Advising clients on optimizing their service workflows and customer journey.

Manufacturer of medical devices

• Creation and further development of quality management systems according to EN ISO 13485
• Gap analysis of existing quality management systems according to ISO 13485
• Consulting and support in customer projects in the field of quality management and
• Proof of regulatory compliance for medical devices of all risk classes
• Preparation of technical documentation according to MDR
• Gap analysis of the risk management file according to ISO 14971:2019

End-to-end responsibility for all products - concept, architecture, development, and production operation as the sole developer; in addition, customer meetings, proposals, and marketing.

Underwriting Copilot - AI assistant for industrial insurance (in production at customer sites)

• Supports underwriters in analyzing industrial insurance submissions - in production use at an industrial insurer.
• Framework-independent RAG architecture with Hybrid Search (BM25 + pgvector) across large, mixed document sets.
• Two-stage evaluation and observability pipeline (code assertions + LLM-as-Judge) that makes answer quality, retrieval accuracy, and citation integrity measurable in a regression-safe way.

Kaiki Menu Analyzer - Data intelligence platform (in production at customer sites)

• Automatically captures and analyzes menu data from around 25,000 German restaurants.
• Scalable 7-container architecture (FastAPI, partitioned PostgreSQL, Redis/RQ) with LLM-supported extraction of structured data from PDF, HTML, and images.
• Full CI/CD pipelines (GitHub Actions), production cloud deployment, interactive dashboards (Dash).

Kaiki GEO Atlas - GEO platform (in production at customer sites)

• Measures brand visibility across five AI engines (ChatGPT, Gemini, Perplexity, Grok, Claude), each augmented with web search, orchestrated as a DAG workflow pipeline (Dispatcher → Sub-workflows → Scoring → Report) with fail isolation.
• 6-container deployment (FastAPI, Celery, Redis, PostgreSQL); LLM cost estimation, PDF audit report, rule-based cross-signal insights (no extra LLM cost).

Data Pipeline & Analytics Platform - competitive analysis in the automotive aftermarket

• Automated data pipeline with gap analysis algorithms and role-based access control; 230+ tests.
• Backend with FastAPI, PostgreSQL, SQLAlchemy.

Product development (actively in progress)

BankingGPT - AI assistant for complaint management in cooperative banking

• Security architecture at the core: no AI draft reaches the customer without human approval - the approval decision is in auditable code, not in the language model (monotonic: the model may escalate, never downgrade).
• Real agentic building blocks, each with its own boundary: the model chooses tools itself through an MCP server (read-only, allowlist, capped, fail-safe); sensitive cases are handed off via an open A2A protocol (JSON-RPC, Agent Card, message/send/tasks/get; client implemented by me) to a separate specialist agent (securities/law), which never lowers the review requirement (pinned by test).
• Evaluation-driven over ten analysis rounds; uncovered a security flaw through independent review and blind tests that nine automated runs had missed.
• Voice AI frontend, responding live: covered cases are answered in the conversation, sensitive ones escalate before generation; response latency < 7 s measured (local GPU STT/TTS).

Stack & production readiness: Python, pydantic-ai, FastAPI/Celery, PostgreSQL/pgvector, FastMCP, fasta2a, Docker; multi-tenant capable (physical vector isolation per tenant), PII encrypted, OWASP-LLM reviewed, 275 tests, CI/CD; vendor-portable (Ollama / EU Cloud Vertex).

After-Sales Assistant - agentic RAG/GraphRAG assistant on public OEM manuals (automotive after-sales)

• Genuinely agentic on LangGraph: ReAct agent with four tools and conversation memory - the model decides on its own whether to use the manual (RAG, Chroma), a knowledge graph (GraphRAG, Neo4j/Cypher - decodes warning lights), or a workshop/booking service.
• Human-in-the-Loop before the irreversible action: before every appointment booking, the graph pauses (interrupt) and gets the driver's explicit confirmation - the same approval-before-action discipline as in BankingGPT, in a different framework.
• Eval as CI gate: a three-part scorecard (RAGAS grounding + deterministic tool-routing accuracy + DeepEval safety: does the answer mention the warning first when there is a critical warning?) blocks the pipeline; provider-agnostic (OpenAI/Azure/Anthropic), FastAPI with token streaming.

Stack: Python, LangChain/LangGraph, Chroma, Neo4j, RAGAS/DeepEval, FastAPI, Docker.

Anders Management offers professional business support for self-employed, entrepreneurs, and small businesses, with a clear focus on structure, efficiency, and sustainable growth.

The range of services includes day-to-day operational tasks to strategic consulting, including online and social media marketing as well as event planning. Whether temporary support or long-term collaboration: the goal is to provide relief, optimize processes, and use resources effectively.

Katherina Anders brings over 18 years of professional experience, including several years in management, as well as deep expertise in online communication, marketing, and organizational development. The collaboration is solution-oriented, digital, and guided by entrepreneurial vision.

Key services:

• Strategic & operational business support
• Back-office & project management
• Online & social media marketing
• Communication & content creation
• Event management & partner coordination
• Process optimization & structure building

The aim is to fully relieve entrepreneurs, create clear structures, and make room for what really matters: entrepreneurial growth.

• Process management, project management
• Business process modeling market-to-order, order-to-cash
• Replacement of an existing CRM system
• Salesforce energy & utilities cloud, Aurea CRM, SAP-Signavio, iGrafx

• Further development of the quality management system
• Conducting internal audits
• Preparing and following up on audits
• Conducting hygiene audits
• Planning external audits
• Creating and tracking deviations
• Document maintenance and creation
• Training employees (food hygiene, product protection)
• Revising supplier management with the purchasing department
• Digitizing the lab and part of the production with new equipment and electronic document management software
• Close cooperation with purchasing, sales, HR, and production management
• Preparing the management review together with senior management
• Acting as measuring equipment coordinator

• Coordination of the B3S and ISO 27001 implementation project, considering the upcoming KRITIS evidence procedure
• Providing consulting services in ISO 27001, B3S, KRITIS, and IT baseline protection
• Collaborating with the Information Security Officer (ISO)
• Identifying company assets for IT risk management
• Developing a zone concept for IT risk management
• Creating an action plan for B3S
• Developing a template for risk analyses

• responsibility for product, process & service quality: APQP, PPAP, FMEA, MSA, SPC, PLP including change management as well as NC & CAPA management.

• expanded QM system scope to include service; systematic review of all production control plans regarding reliability.

• logistics process optimization using Lean Six Sigma; concept development, rollout, and training of all responsible stakeholders.

• optimization of the complaint process with RMA, FA, and 8D process; reporting of quality performance.

• introduction & coordination of Standardized Supplier Quality Assessment (SSQA) for maturity assessment and further development.

• implementation of Brooks Process Certification with PQP, 5S, Safety, audits, and annual audit plan including follow-up actions.

• achievements: improved product & refurbishment reliability by 25%; reduced turnaround time for failure analysis by 60% and complaints by 55%; improved the SSQA maturity score by 2.8 points.