Janine Woelki

About Janine Woelki

As a COLLABORATIVE THOUGHT LEADER OF CLIENT SERVICES & CUSTOMER EXPERIENCE MANAGEMENT, I develop integrated global solutions leveraging industry-leading digital transformation methodologies, analytics and process excellence that deliver unparalleled customer experiences. As a BPO industry expert, I strive to lead global client services in the development/execution of compelling value propositions, brand positioning and communication differentiation, operational excellence and preeminent service delivery processes that consistently exceed customer expectations.My role as CHIEF CLIENT OFFICER, CEMEA for Teleperformance, provides visionary leadership of Relationship Management, Client Engagement & Retention, New Business & Revenue Growth, and Profitability Improvement Initiatives. Teleperformance is a global leader in Customer Experience Management providing integrated business services that combine human touch and high technology to deliver extraordinary customer experiences. I embrace new cultural experiences and empower collaborative, intelligent global services teams to reach their professional goals. I am fluent in German, and English languages. Below are selected highlights of competencies and performance: GLOBAL ACCOUNT LEADERSHIP: Currently leads a client portfolio comprised of 50+ global strategic accounts with operations in the CEMEA. Provides thought leadership methodologies for customer contact and experience while providing an authoritative view of customer strategy to drive profitable growth. RELATIONSHIP MANAGEMENT: Oversees direct relationships with CEO & COO leadership of each country in the CEMEA region to track and support client interface/performance, operational improvements, business strategies and training protocols of client-facing personnel. BUSINESS PROCESS OUTSOURCING OPERATIONS: Successfully leads client cross-functional service teams that deliver sustainable sales revenue from BPO Client Service Programs. GLOBAL ACCOUNT STRUCTURING: Led account restructuring for previously locally-managed operations across multiple geographies to gain efficiencies, increase profitability and global revenue by 20%(2019). PERFORMANCE TARGETS: Exceeded annual sales targets by 15 – 20%; moved all accounts up to an NPS of 9 points (promoter) within 16 months.

Experience

1. Chief Client Officer, Emea

   TP

   May 2020 — Present · Frankfurt, DE

   As the CCO of CEMEA for Teleperformance, I am responsible for the visionary leadership of Relationship Management, Client Engagement & Retention, New Business & Revenue Growth, and Profitability Improvement Initiatives. I closely partner with multiple leadership teams to manage business relationships, issue resolution, client/contract negotiations, business strategy/vision, and client service execution to ultimately achieve targeted financial goals.I strive to provide thought leadership methodologies for customer contact and experience while providing an authoritative view of customer strategy at the highest level to maximize customer retention and drive profitable growth within the designated CEMEA Region for Teleperformance. CEMEA represents Central- and Eastern Europe, Middle East & Africa.LEADERSHIP SNAPSHOT HIGHLIGHTS: Relationship Management: Oversees direct relationship with the CEO/COO of each country in the CEMEA region to track/support client interface and performance, operational performance improvements, strategic leadership and training protocols of client-facing personnel. Strategic Account Management: Oversees a talented team of Strategic Account Leaders that lead client relationships and business development on a global level. Client Services: Oversees interface between business operations and clients for optimal execution of client business strategies, data-driven analytics, revenue performance tracking and operational excellence.

Education

• Atelier Siegel

  Fine Arts Independent Study Program

  2002

• Goethe University Frankfurt

  Diplom-Kauffrau, MBA Economics, Marketing, Finance, Corporate Law

  2004 — 2007

Skills

• Strategic Planning
• Relationship Management
• Account-Management
• Outsourcing
• Customer Experience
• Operations Management
• Contact Centers
• Management
• Process Improvement
• Kundenerfahrung
• Sales Management
• Business Process Improvement
• Bpo
• Leadership
• Crm
• Call Centers
• Teamleitung
• Business Process Outsourcing (Bpo)
• Team Management
• Salesforce.com
• Lieferantenverwaltung
• Customer Relationship Management (Crm)
• Account Management
• Change Management
• Vendor Management