Tanja Pommer
Global Customer Service Process Manager @Bose Corporation
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WORK HISTORY
Global Customer Service Process Manager @Bose Corporation
disciplinary leadership of an international team- Provide timely and effective communications, leveraging standard practices and methods (News Centre, meetings, training) for new processes, process changes, and adherence- Partner with GCS Process owner to develop, document, roll out, and monitor processes- Owns the library and maintenance of customer service process documentation, including any known variations- Leads regional process alignment initiatives in accordance with Global best practices and standards. Works cross-functionally when required to ensure success- Works with contact center managers to hold vendor partners accountable for process adherence, partnering with the Global Vendor manager for periodic business reviews- Identifies and improves policy adherence and variability, driving change where necessary- Drives structure, adherence, and is the escalation POC for vendor success processes (new hire onboarding, incentives, coaching practices, escalation path adherence)
EDUCATION
COPC International Inc.
COPC Implementation Leader , COPC Best Practices for CX Standard R6.0
Bose
Bose BLE Yellow Belt, Yellow Belt
artop GmbH - Institut an der Humboldt-Universität zu Berlin
Trainer of Communication and Behavior, Trainer of Communication and Behavior
Hochschule Zittau/Görlitz (FH)
Diplom, Psychology of Communication (FH)
SKILLS
ABOUT TANJA POMMER
Dynamic and versatile professional with proven experience in project management, quality management, business and process improvement, employee training and development.Team player with excellent communicational and interpersonal skills.
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