About me

In-house, provider, outbound

I started in 2002 on the phone at an electronics online shop, then moved into team leadership and running an operation. Since then I have been responsible for customer service in three roles, and each came down to the same question: how does a request get resolved reliably, and what does it cost?

In-house, I built and led teams: the country teams of an international fashion retailer, and a university service center that became the first point of contact for three departments. On the provider side I built sites and ran operations with up to 350 FTE. As the client I managed up to 370 FTE across several providers, wrote tenders and selected partners from Brazil to North America.

In recent years the focus has been outbound. For an education provider I brought lead qualification in-house from external providers; afterwards three times as many consultations were booked. At a university I built an outbound unit with its own dialer, and conversion rose markedly.

That is why I read a tender the way the provider reads it, and a call script the way the agent reads it. Both help when things get stuck.

Since October 2026 I have been running Spenden Manufaktur in Berlin as Managing Director. On behalf of non-profit organizations, we talk with existing donors by phone and in chat.

What shaped me

Four years as an agent on the phone before I ever managed anyone. A site I built from nothing, where the furniture was the smallest problem. A scorecard I introduced against considerable skepticism, which in the end convinced the people who had been against it. And a team from nine countries in which “a quick reply” meant five different things depending on who you asked.

I grew up mostly in Berlin and studied in Potsdam, economics and law. I lived in Düsseldorf for four years and in Munich for one.

Languages and certification

I have led multilingual teams in German and English. I have been a COPC Registered Coordinator since 2015. At Convergys I was responsible for our COPC recertification, and we passed.