Tasmin Laane
Head of B2b Support @MOIA
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WORK HISTORY
Head of B2b Support @MOIA
Berlin, DE
EDUCATION
Maastricht University
MSc Public Policy & Human Development, Regional Integration & Multi-Level Governance
Maastricht University
Psychologie
United Nations University-MERIT
MSc Public Policy & Human Development, Regional Integration & Multi-Level Governance
ABOUT TASMIN LAANE
I build high-performing customer success teams that help fast-growing companies in complex industries streamline client operations and enhance client interactions.Over the past few years, I enjoyed working in the eRoaming industry, building strong personal connections with more than a hundred Charge Point Operators (CPOs) and eMobility Service Providers (EMSPs). At my recent role with Hubject, I reduced partner onboarding time by 90%, cutting it down from over nine months to less than one month. I achieved this by implementing a clear, trackable process in Salesforce and standardizing agent interactions through Zendesk for my team of five direct reports. I also wrote over 70 articles for our support site to enable customer self-help and helped transition the team into a more professional, growth-oriented organization. Additionally, I collaborated with the Head of Operations and COO on an Operational Excellence initiative to monetize services and increase upselling opportunities.Now, I\'m looking forward to applying these skills at MOIA Skills: Customer Success, Customer Support, Contact Centers, ITIL, Operations Management, Software as a Service (SaaS), B2B support, Sustainability, JIRA, Zendesk administrator (including Support, Guide and Explore), Monetization, Operational Excellence, Process Improvement
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