05/25/2026 updated

**** ******** ****
partially available
info: Available evenings and weekends

Customer Experience Consultant | CX-Strategie & Operations | DACH-Markt

London, United Kingdom
Only remote
Bachelor of Science in Business Administration and Sociology
London, United Kingdom
Only remote
Bachelor of Science in Business Administration and Sociology

Profile attachments

Katrin Bartz CV 2025.docx

About me

Ich helfe mittelständischen Unternehmen und Startups, ihre Customer Experience strategisch aufzubauen und zu optimieren. Fast 6 Jahre Erfahrung im internationalen Consumer Care, u.a. für Coca-Cola und Bally. Aufbau multilingualer Teams, KPI-Frameworks, Omnichannel-Operationen. DACH-Markt.

SAP ApplicationsZendesk
Fachliche Skills:
  1. Customer Experience Management
  2. Omnichannel-Kundenservice
  3. KPI-Management (CSAT, NPS, FCR, SLA)
  4. Multilinguales Teammanagement
  5. Workforce Management (WFM)
  6. Qualitätssicherung
  7. Eskalationsmanagement & Markenschutz
  8. Performance Coaching
  9. Stakeholder Management
  10. Prozessoptimierung
  11. Digitale Transformation
  12. Recruiting & Teamaufbau
Tools & Plattformen:
  1. Zendesk
  2. Sprinklr
  3. SAP
  4. Power BI
Branchen:
  1. FMCG / Consumer Goods (Coca-Cola)
  2. Luxury Fashion (Bally)
  3. Online Gaming / Lottery (Tipp24)
  4. DACH-Markt
Sprachen:
  1. Deutsch (Muttersprache)
  2. Englisch (fließend)

Experience

Professional experience5 - 10 years
Freelancer since2026

Languages

GermanNative speakerEnglishFluent

Project history

Consumer Care & Engagement Team Lead DACH Coca-Cola

Konecta UK
Team Lead for the DACH Coca-Cola account within the Consumer Care & Engagement division at Konecta UK.

Senior Team Manager Bally and Tipp24

Konecta UK
Senior Team Manager overseeing the Bally and Tipp24 accounts, managing multilingual teams and driving KPI performance including CSAT, NPS and First Contact Resolution.

Team Manager Bally

Konecta UK
Team Manager for the Bally account, managing a team of Customer Service Advisors, achieving a client satisfaction score of 8.8 out of 10 in 2023, and meeting SLAs at 99%.

Senior Customer Service Advisor Domoti

Konecta UK
Senior Customer Service Advisor for the Domoti account, handling escalated issues, developing strategies for KPIs, and mentoring team members.

Customer Service Advisor Domoti

Konecta UK
Customer Service Advisor for the Domoti account, resolving customer inquiries and contributing to team KPI targets.

Accountant and Executive Assistant

Business Computer Partner
Eliminated wasteful expenses and improved budgeting practices achieving cost reductions of 15% within one year, developed and maintained administrative processes, and independently managed multiple complex and confidential projects.

Accountant

Axel Springer Medien Accounting Service
Handled accounts payable for 6 media companies of the Axel Springer publishing house following legal requirements and IFRS, verified and booked invoices, processed expense reports worth up to 500,000 EUR, and generated monthly statements.

Industrial Management Assistant

Axel Springer Medien Accounting Service
Apprenticeship as Industrial Management Assistant, completed 100% of tasks on time, maintained open items accounts and master data.

Certificates

COPC® Certified Professional Manager

COPC Inc.

2026

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