Karina Schack

Head of Support

Prolific

Aug 2023 - Oct 2025 (2 years 3 months)

Customer Success Lead

Dixa

May 2022 - Aug 2023 (1 year 4 months)

Head of Customer Excellence

Free Now

Jul 2021 - Apr 2022 (10 months)

→ Established and managed a team of 7+ senior professionals, overseeing crucial areas such as tools & optimisation, customer experience & voice of customer, content & communication, training & quality, and new partnership launches. → Successfully decreased contact rate by 55% and increased CSAT by 15%, leading the creation of a channel & self-service strategy that prioritised enhancing customer experience while reducing cost. → Drove the centralisation and standardisation of the global Customer Care team, ensuring consistent and effective service across all markets.

Transition Manager (Service Operations)

Free Now

Nov 2020 - Jun 2021 (8 months)

→ Successfully implemented an organisational restructure for Customer Care operations across 10 markets and 250+ agents, resulting in standardisation and increased efficiency. → Facilitated the transfer of over 85% of customer contacts to newly created central hubs, enhancing response times by six-fold and streamlining operations. → Established a robust communication and reporting system between local and central teams, enabling data-driven decision making and stakeholder visibility.

Operations Manager (Compliance & QA)

Free Now

Apr 2020 - Nov 2020 (8 months)

→ Successfully managed the migration from Kapten to FREE NOW, including process mapping and gap analysis, collaboration with Product & Tech, forecasting and planning, and training. → Oversaw the UK Document Validation function and established the Document Validation team in Lisbon, eventually transitioning all the volume to the Lisbon Hub. → Developed effective ways of working and communication between the UK local management team and the Hub management team. → Led the Quality Assurance team to ensure compliance, resulting in successful TfL inspections.

Operations Manager/Jane of all Trades - Operations

Free Now

Jun 2019 - Apr 2020 (11 months)

→ Developed and implemented a comprehensive quality and compliance management system for multiple teams, resulting in improved performance and visibility of compliance concerns with replication globally. → Successfully led the Quality Assurance team and ensured driver document handling compliance. → Drove successful project outcomes in various operations, including leading an online onboarding trial for Driver Operations and aligning our quality management programme for Customer Care across markets.

Customer Support Manager (Interim)

Free Now

Apr 2019 - May 2019 (2 months)

I originally joined Kapten who merged with FREE NOW in July, 2020. → Built and led the Customer Support team from ground-up, across London and Lisbon offices, contributing to one of Europe's most successful Private Hire Operator launches. → Successfully scaled the support team from 1 to 40 with streamlined recruitment, onboarding and training processes. → Developed and implemented multiple regulatory policies and processes, ensuring compliance for the company.

Head of Customer Operations

Quiqup

Jul 2017 - Mar 2019 (1 year 9 months)

→ Managed 6 team managers and approximately 50 representatives in live operations and customer service. → Implemented Zendesk and introduced live chat and both an internal and external help centre, enhancing customer experience and streamlining internal processes. → Established a data-driven approach to performance evaluation, improving transparency and fairness while significantly boosting service levels: reduced call abandon rate by half despite a 50% increase in inbound volume; lowered customer complaint rate from 8% to 2.6% and increased retention post-complaint from 54% to 74%. → Increased efficiency by 25% through process improvements and innovative training plans, coaching sessions and workshops.

Customer Service Supervisor

Bookingcom

Jul 2015 - Feb 2017 (1 year 8 months)

- Helped grow and expand Booking.com's recently opened London office by providing ongoing management support, as well as coaching and mentoring CSEs (Customer Service Executives), where I e.g. was able to help teams improve CSAT and productivity, and help improve system and procedural knowledge as well as soft skills - Effectively took ownership and resolved larger, escalated issues for our accommodation partners, liaised with these and internal departments and executed plans of action for CSEs to follow - Participated in and led projects on an international level, across not just offices but also departments, with focus on overall improving the service provided and work-flow - Structured and delivered the training programme for onboarding

Customer Service Executive

Bookingcom

Jun 2014 - Jun 2015 (1 year 1 month)

- Built rapport with customers as well as accommodation partners and effectively solved issues and overcame any challenges - Guided accommodation partners through Booking.com's different platforms and products and provided commercial advise to optimise revenue - Participated in projects to improve overall engagement within the office and improve efficiency and team work within my team - Assisted with recruitment of CSEs

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Assistant manager

THE BRITISH BOOT COMPANY LIMITED

Jul 2011 - Jun 2013 (2 years)

- Managed and trained a team of up to 6 - Provided motivational feedback and addressed development points - Recruitment of new staff - Increased sales on notoriously slow days (e.g. bank holidays) by introducing special members only offers - Day to day running of the shop

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Sales Assistant

THE BRITISH BOOT COMPANY LIMITED

Mar 2008 - Jan 2010 (1 year 11 months)

Customer service and selling (both in the shop and over the telephone), advising on different products and fitting of them, taking deliveries, organising mailorders, visual merchandising, stock taking.

Depot manager/distributor

NORDJYSKE Distribution AS

May 2006 - Feb 2008 (1 year 10 months)

- Responsible for managing a number of depots with newspapers and commercials for distribution - Training new team members - Overseeing all complaints and addressing these with relevant team members

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