Teresa Oehlinger
Service Experience Manager @Quandoo Online Restaurant Booking
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WORK HISTORY
Service Experience Manager @Quandoo Online Restaurant Booking
Berlin, DE
In this role I design and deliver proactive digital service solutions that improve the partner lifecycle and reduce avoidable support contact across 11 markets and 7 languages.Key responsibilities & achievements:• Designed and deployed proactive lifecycle campaigns (in-app messaging, email & WhatsApp) for digital onboarding, payment reminders, debt collection, and account optimisation; wrote copy, designed templates, and automated delivery via Intercom and Salesforce Flows• Independently owned the WhatsApp automation project, building automated message flows via Salesforce Flows and SMS Magic/Converse; managed vendor relationship and communications• Integrated Intercom\'s Fin AI Agent into the existing Workflow system — contributing to a ~60% average chatbot resolution rate• Managed multilingual content strategy across 7 languages using AI-assisted translation (Langdock) and native speaker review• Documented processes in Confluence and visualised workflows in Whimsical• QA\'d all German content across Customer Success, B2B and B2C Marketing
EDUCATION
NHL Stenden
Bachelor of Arts Stenden Hotel Management School, International Hospitality Management
Höhere Lehranstalt für Tourismus Bad Leonfelden
Matura, Hotelmanagement und Wellness
ABOUT TERESA OEHLINGER
Customer experience doesn\'t begin when something goes wrong — it\'s shaped long before a customer ever reaches out for support.I\'m a Service Experience Manager specialising in proactive, AI-driven customer lifecycle communications and self-service automation. Over the past 3.5 years at Quandoo, I\'ve built and scaled a multilingual support ecosystem that helps restaurant partners succeed — without needing to contact us.What that looks like in practice:🤖 Designing and maintaining Intercom Workflows (chatbots) that resolve ~60% of partner queries automatically Building proactive lifecycle campaigns — in-app messages, emails, and WhatsApp automations — for onboarding, payment reminders, and account optimisation across 11 markets Owning the WhatsApp automation project end-to-end via Salesforce Flows and SMS Magic/Converse🤖 Independently integrating Intercom\'s Fin AI Agent into our existing Workflow system — my proudest project to date Managing all of the above in 7 languages (EN, DE, IT, FI, NL, TR, ZH)My background is in hospitality — an industry where customer experience isn\'t a department, it\'s the entire business. That foundation shaped how I think about digital CX today: human-centred, detail-oriented, and always focused on making things easier for the customer.I\'m now looking for a new opportunity where I can continue designing smart, automated customer experiences — ideally working with tools like Intercom, Salesforce, or similar CX/automation platforms.If you\'re building a team around proactive CX, self-service design, or AI-driven customer communications, I\'d love to connect!
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