Stefanie Winkelmann partly available

Stefanie Winkelmann

Customer Service Expert | Service Communication Consultant | Helpdesk and After Sales

partly available
Profileimage by Stefanie Winkelmann Expertin für exzellenten Kundenservice | Kommunikationsberatung Support | Helpdesk und After Sales from Muenchen
  • 81677 München Freelancer in
  • Graduation: M.A. Media and Communication
  • Hourly-/Daily rates:
  • Languages: German (Native or Bilingual) | English (Full Professional) | French (Elementary) | Italian (Elementary)
  • Last update: 27.03.2021
KEYWORDS
PROFILE PICTURE
Profileimage by Stefanie Winkelmann Expertin für exzellenten Kundenservice | Kommunikationsberatung Support | Helpdesk und After Sales from Muenchen
SKILLS
"Great service!"

That's what you want customers to say about your company. I help you and your team achieve that goal. 

You can rely on the experience that I've collected in more than 15 year in customer service and after sales. I build successful customer service teams, provide them with the right tools and work with them to find the right words for each customer.

How may I help you?

✔️ Strategy and personnel development in customer support teams
✔️ Helpdesk tools for monitoring, content planning and ticket management 
✔️ Communication consultancy for support content (web, blog, email, FAQ...)

You've come to the right place if ...

✔️ you have just or recently founded a company and want to set up your customer service the right way, directly from the beginning.

✔️ you are at the point where you would like to hire the first support team member and want to find the right person for the job.

⚡ Your customers are dissatisfied because answers take too long or the information received isn't helpful.

⚡ You have been using an e-mail software to handle your support, resulting in lost messages or those answered twice.

✔️ You want to introduce a helpdesk software (e.g. Freshdesk) and need help.

⚡ Your service staff simply don't know what to say to some customers - especially the most challenging ones.

✔️ you want to bring more structure into your customer service workflows in order to make the best use of your employees' time.

✔️ you want to make your service communication more appreciative and put your customers at the centre.

✔️ you want to save time and money in support, but your customers should still receive help quickly and as personally as possible.

✔️ You want YOUR company to be the one that customers say about: "Great service!"
PROJECT HISTORY
  • 11/2019 - Present

    • Usercentrics GmbH
    • 50-250 employees
    • Internet and Information Technology
  • Facilitator Customer Success and Tech Support
  • At Usercentrics, I am the "unicorn" between Customer Success Management and Technical Support. 

    I have helped the team successfully implement Jira to handle customer requests. As a liaison between engineering and support, I translate specific requests into feature requests for the developers and help the CSM managers understand developer needs and system requirements. Furthermore, I translate product features and their usage into easy-to-understand user information. I am jointly responsible for the FAQ section and advise the marketing team on how to address customers. In technical support, I advise Usercentrics on the selection of new employees and their training. If a case escalates, I take over communication and de-escalation.

  • 06/2018 - Present

    • Simplixite Stefanie Winkelmann
    • < 10 employees
    • Marketing, PR and Design
  • Sparring partner for excellent customer service
  • Your customer service needs structure, the right tools and canned replies that don't sound like robots have created them. 

    I advise you on these questions and help you with the structure, operational implementation and reporting of your helpdesk and customer service activities.

  • 03/2015 - Present

    • iwantmyname
    • 10-50 employees
    • Internet and Information Technology
  • Online support and product management
  • For ideegeo group Limited ("iwantmyname"), I handle the online support in the European region. I work completely remotely for the company, which is based in New Zealand.

    As part of the project, I answer incoming customer queries using helpdesk software. The communication is mostly in English and has to be adapted to the customer's level of knowledge. From the enquiries, I develop recommendations for action for the programmers and partly take over the project management for the development of features. In addition, I adapt the FAQ section and the internal documentation as needed and contribute articles for the company blog. I am responsible for the provider's price management and am the first point of contact for questions about the front and back end of iwantmyname during the induction of new employees from all areas of the company.

  • 06/2018 - 12/2019

    • KFOS Limited
    • < 10 employees
    • Internet and Information Technology
  • Online Support
  • I handled the online support for entities of KFOS Limited. The work was done completely remotely and using helpdesk software. I answered requests from customers and monitored them in order to forward bugs and suggestions for new features to development.

  • 10/2018 - 03/2019

    • 4hundred
    • 10-50 employees
    • Energy, water and environment
  • Online support, knowledge management, project management
  • I helped the provider 4hundred develop its online support. A ticket system now ensures structure in the targeted processing of incoming emails. I helped to introduce the corresponding software and created a concept for user roles and the distribution of rights.
    I converted frequently asked questions into canned replies that can be sent to customers with just a few clicks. In addition, I created a concept for a knowledge database that collects existing knowledge centrally and makes it available for all team members. I analysed various software solutions and, based on this, made suggestions for a custom-fit solution that the company can now implement.

  • 03/2011 - 08/2013

    • adscale GmbH
    • 50-250 employees
    • Internet and Information Technology
  • Support and product management
  • Customer support (2nd level). Scrum Product Owner: Monitoring and managing the implementation of new features in cooperation with a development team in New Zealand.

  • 04/2004 - 03/2011

    • united-domains GmbH
    • 50-250 employees
    • Internet and Information Technology
  • Customer care and product management
  • Customer support (1st and 2nd level). Translation of requirements between customer support and development. Staff training in the domain area. Development of the social media presence including monitoring. External communication: newsletter, company blog, social media. Concept and development for a central knowledge database in the areas of support, accounting and development.

TIME AND SPATIAL FLEXIBILITY
Only working remotely
OTHER
You can also finde me on LinkedIn: https://www.linkedin.com/in/stefanie-winkelmann/
GET IN TOUCH

Message:

Sender:


exali seal of third party liability for media representatives:

The original exali seal of third party liability for media representatives ensures that the person or company concerned has concluded an actually valid third party liability for media representatives.

Commencement of insurance:
20.06.2018

End of insurance:
01.07.2023

Show exali-profile »