Katrin Becker

I love to connect with customers and colleagues and create lasting relationships. I love to grow with the company I work for and take on new challenges and responsibilities. I am interested in working in a flat and flexible organization where I can have autonomy and impact. I am looking for new opportunities and challenges that will allow me to apply my skills and experience and make a difference.

People Partner Flaschenpost Services AG - Zurich, Switzerland July 2021 - present

• Designed and implemented a comprehensive on- and offboarding process- Conducted regular surveys and analyses on employee satisfaction
• Developed and implemented attractive and competitive employee benefits- Planned and executed internal & external stakeholder events
• Advised the department heads with hiring and recruiting process 

Head of Customer Experience Flaschenpost Services AG - Zurich, Switzerland February 2020 - June 2021

• Coordinated and executed the CX strategy, goals and initiatives
• Ensured that every touchpoint along the customer journey is optimized to exceed customer expectations
• Trained and empowered the customer experience team to develop their full potential and individual strengths
• Website relaunch: Responsible for full circle customer experience lifecycle

Lead Customer Satisfaction January 2018 - January 2020 Flaschenpost Services AG - Zurich, Switzerland

• Trained and empowered the customer satisfaction team to develop their full potential and individual strengths
• Analyzed customer data and feedback to identify pain points and opportunities for improvement
• Communicated and collaborated with various internal teams to enhance customer satisfaction, loyalty, and advocacy
• Implemented new ERP system

Customer Satisfaction Agent Flaschenpost Services AG - Zurich, Switzerland

• Managed customer inquiries via phone, email and chat
• Processed customer orders using various software solutions
• Complaint management

Sales & Marketing Assistant Baur Au Lac - Zurich, Switzerland January 2013 - July 2014

• Organized sales trips (sales calls, conventions & workshops) and handled international press inquiries
• Organized and executed in-house photoshootings
• Supported the online marketing manager with SEO campaigns, newsletters and content management

Receptionist October 2011 - November 2012 Sofitel Hamburg Alter Wall - Hamburg, Germany

Hospitality Trainee Excelsior Hotel Köln, Hospitality - Cologne 2008 - 2011