Zendesk Experts in Germany

• Program management for the development of an IoT platform on behalf of Deutsche Telekom IoT and 1NCE
• Structuring and coordinating the project teams and stakeholders involved to ensure robust project and decision-making structures
• Coaching project participants on the organization, collaboration, and implementation of the platform initiative

• Advising executive teams on digitalization, AI and change management
• AI prototypes in around 14 days; business cases and rollout plans with measurable productivity gains

• Training LLMs with annotation to write and design content in various areas: business, financial, novel, humor, theater.
• Built + 150 campaigns on a TikTok account, reaching +50K followers and 1,2 M likes to promote the book 'Silence, Manants' through audience building and positioning.

• Led marketing and corporate communications team (8 FTE) with budget and team responsibility to 250+ clinic customers and 150K patients, managing all aspects of marketing, brand messaging and public relations
• Led development of multi-channel demand gen and partner marketing with Sales and CSM (LinkedIn, webinars, email, field marketing, medical briefings in orthopedics, neurology, long-covid, oncology), achieving +180% leads, +120% webinar signups, +35% MQL conversion
• Architected new PLG/app marketing playbook with Product and Data to streamline and leverage product launches, achieving +150% 5-star app reviews from patients and +10 NPS
• Launched ingredient branding strategy, securing two major clinic chain partnerships and patient testimonials. Led proactive PR media and KOL campaigns (+20% sentiment)
• Introduced MarTech AI for marketing automation and campaign efficiency (SFDC, ActiveCampaign, Plausible, Figma), aligned with Legal on GDPR, PDSG, ISO:27001 compliance

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

• Creation of new reports, triggers, and automations in Zendesk due to price adjustments in logistics

• Developed and optimised structured support workflows and evaluation procedures, applying consistent quality standards across high-volume operational tasks.
• Monitored performance metrics to identify systemic issues and drive targeted improvements — a skill directly transferable to LLM performance metric analysis.
• Managed escalations and maintained high accuracy and satisfaction standards in a fully asynchronous, remote-first environment.

• Applied modern JavaScript features, including ES6+ syntax, destructuring, modules, array methods, and asynchronous programming, to develop efficient and readable frontend code.
• Implemented frontend integration patterns for PHP and Laravel backend services, connecting React interfaces to REST APIs and handling structured JSON data.
• Developed interactive, functional component-based frontend applications using React Hooks, JavaScript, and TypeScript, alongside backend applications and RESTful APIs using Python, Django, Flask, and FastAPI, focusing on reusable components, modular architecture, maintainability, and efficient data processing.
• Maintained a dynamic portfolio platform using PHP, Laravel, Livewire, and MySQL, implementing end-to-end functionality across frontend interfaces, backend services, and database operations.
• Validated server-side request handling, routing, middleware, and form validation using Laravel features to support reliable application workflows and consistent data processing.
• Designed and managed relational database structures using MySQL and Laravel Eloquent ORM, implementing data models, relationships, database migrations, and efficient queries for content management.
• AI-powered applications integrating Large Language Models (LLMs) through external APIs and locally hosted models, exploring practical use cases for conversational AI, intelligent automation, and AI-assisted workflows.
• Built local AI applications and developer tools for running, configuring, and interacting with locally hosted language models, gaining experience with local inference, model integration, and privacy-conscious AI workflows.
• Explored Retrieval-Augmented Generation (RAG) approaches to combine language models with external knowledge sources, enabling context-aware responses based on relevant application data and retrieved information.
• Integrated AI services with backend APIs and application components, developing reusable modules for model communication, response processing, error handling, and data exchange.

• Led business requirements workshops and interactive prototyping sessions across global workstreams, translating complex HR needs into functional specifications and updated implementation workbooks.
• Partnered with cross-functional project managers, business analysts, and third-party implementation partners to drive strategic digital HR transformation and enhance end-user experience across matrixed organizations.
• Participated in gathering Business requirements through Walk through work sessions and prototyping business solutions helping business in updating the workbooks.
• Maintained and optimized the Workday HCM suite to ensure peak system performance.
• Implemented Absence,Time Tracking,HCM Core support for countries like US, Philippines, Germany, Portugal, Chile, Mexico, Azerbaijan etc.,
• Create new time off plans, accruals. Implemented Time and Absence for Created/updated Time Offs, Time Off Plans, Time Off Accruals, Leave of Absences.
• Create advanced reports using calculated fields.
• Managed and Implemented new Application Tracking system GreenHouse Implementation.
• Acted as SPOC and configurator for Greenhouse Implementation.
• Evaluate Workday release items, test and implement the new features.
• Engineered and optimized complex Workday Business Processes (BPs) with advanced condition rules, dynamic approval routing, and step delay logic to streamline the entire worker lifecycle (Hire, Job Change).
• Executed large-scale bulk data loads using Enterprise Interface Builders (EIBs) for global worker data updates, maintaining 100% data integrity, audit readiness, and strict GDPR compliance.
• Served as the functional SME for Core HCM, collaborating closely with upstream/downstream module owners (Time Tracking, Absence, Compensation, Payroll) to ensure seamless data flows and zero-downtime hypercare support.

• Built Hub Europe Operations Training Concept (OTC) to meet growth and expansion projects for upcoming 5 years in Power Transformers, Distribution, Insulation and Components.
• Built up Operations Training Centre in Ludvika, Sweden to develop manufacturing skills, reduce production lead, drive manufacturing qualification processes, continuous improvement, testing requirement, HSE and production standards.
• Developed Operations Competency Framework driven by production Onboarding (12-month), shadowing & reverse shadowing, full capacity, coaching and knowledge transfer.
• Constructed Power Distribution and Traction Training Centre in Lodz, Poland with focus on DTR technical capability to meet growth plans and comply with manufacturing qualifications.
• Built the operations training team setup including training project managers and trainers within 18 factories in Europe, led the change management through implementation and readiness framework, localisation and adaptation plans, knowledge transfer programmes.
• Developed the On-Job-Training process and OJT Trainer capability through technical train-the-trainer (TTT) qualification programmes.
• Designed Hub operations training strategy and Integrated Transformer Management (ITM – Kaizen Way), Coaching and Facilitation Framework to enhance performance in key manufacturing parameters such as Safety, Quality, Delivery, Inventory, and Cost (SQDIC).
• Developed a large-scale manufacturing certification and qualification processes, deployed competency maps and matrices for more 50 production areas on POKA knowledge management and LMS, implemented the quality review process to meet the qualification standards.

• Provided personalized fashion consultancy/ personal shopping experience for DE and UK clients through their platform
• Worked closely with the creative and customer service teams.
• Slack

• Selected projects in Mid-Market and xDAX-Companies as Senior Expert / Transformation Coach for Customer Experience and Digital projects
• Attending lectures and training for digital transformation, artificial intelligence and agile leadership

trategic Requirements Management: Steered user-centric product development for highly complex analytical platforms in close coordination with Product Owners.

Team Enablement: Provided technical supervision and UX alignment across multiple development teams to ensure consistent implementation.

Translation of Requirements: Translated complex business logic into intuitive, user-centric concepts and workflows along the entire customer journey.

End-to-End Design: Led ideation, conceptualization, and UI design for UX projects, accounting for cross-functional requirements.

Quality Assurance: Ensured strict adherence to and verification of usability standards and web accessibility (WCAG) within a B2B context.

Stakeholder Management: Confidently presented and defended design solutions to senior management and specialized departments.

Cross-functional Collaboration: Acted as the primary interface between Product, Engineering, and Business to resolve conflicting objectives within the design process.