The document provides a professional profile and resume for Jan Schulze. It summarizes his experience as an operations manager and B2B team leader for Ebookers over the past 12 years, where he installed and managed multiple sales, service, and business development teams. It also lists his competencies and achievements, including reducing average call handling times by 20% and growing a B2B unit by 20% in 2015. His professional experience includes roles at Lufthansa and as an independent financial advisor earlier in his career.

1. Phone: +353 (0) 8791 38 940 Email: jangvm@hotmail.com
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Jan Schulze
Professional profile
An experienced, flexible & bi-lingual (German & English) operations manager and B2B business
development team leader with a successful background in sales, e-commerce and the travel industry and
account management.
Have worked in Ebookers and Lufthansa for the past 12 years.
Key strengths: leadership, planning & organisational skills, strong communication skills, creativity, integrity,
honesty
Competencies
Sales & Account
Management
Stakeholder Relationships
and Management
Recruitment
and Hiring
KPI Reporting Process Development
and Improvement
Training delivery Quality Analyst Complaint Handling Staff Welfare Public Speaking
Key achievements & business outcomes
 Installed, developed and managed 5 sales, service and business development teams in the Ebookers
Dublin Center of Excellence
 Designed and implemented internal processes and procedures which helped reducing Average Call
Handling Time by 20%
 Built close relations with vendors and other contact centres, e.g. in Krakow, Newcastle and Delhi
 Initiated and evolved internal recruitment processes which resulted in decreased fluctuation
 Interviewed over 400 candidates and selected 90 new hires over a 7 year period
 Managed external accounts
 Helped one Ebookers B2B unit to grow by 20% in 2015
 Handled complaints in accordance with regulatory requirements
Professional Experience
Operations Manager & B2B team leader for
multi-lingual sales, service & Ebookers 2008 - present
business development teams
 Ensured the achievement of agreed targets of all relevant KPIs
 Monitored continuously team and individual KPI performances which resulted into improved customer
satisfaction results, e.g. from 6.0 to 6.4
 Designed and delivered training in cooperation with the global training department
 Point of contact for external accounts and other stakeholders
 Developed, implemented and improved internal recruitment processes
 Planned and executed the complete recruitment and hiring procedure, including managing job posting on
both internal and external job boards, reviewing applicant’s profile, arranging and conducting interviews
 Delivered ongoing training and coaching sessions to sales and service advisors

2. Phone: +353 (0) 8791 38 940 Email: jangvm@hotmail.com
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 Provided succession planning through mentoring and coaching team members in terms of career
progression within Ebookers. Promoted 2 CSRs to Trainer, 3 CSRs to Quality Analyst, 2 CSRs to Team
Leaders, and 1 for a position in the London office
 Illustrated the ability to multi-task
 Brought back in house an existing outsourced B2B project in August 2014 – Ebookers for Agents
(Agencies) which resulted on achieving 20% growth on bookings and gross profit per annum.
 Built a team of 4 Outbound Sales (UK, Germany, France and The Netherlands) through succession
planning
Senior Travel Consultant Sales Ebookers 2007 – 2008
 Created and amended travel itineraries
Complaint and claim handler Management & Customer Service Lufthansa 2006 - 2007
 Handled claims and complaints of Lufthansa’s highest tier level customers (V.I.Ps, CEO’s
& celebrities)
Senior Travel Consultant Sales Lufthansa 2004 – 2006
 Created and amended travel itineraries
Independent Financial Advisor Sales Self-employed 1999 – 2004
 Led a group of up to 10 financial advisors
 Ensured all targets were achieved by delivering training and mentoring
 Awarded as one of the best sales people in 2001
 Sold banking and insurance products to private clients
In-house learning & development – Ebookers
 Foundations of leadership
 Interview techniques and legalities
 Negotiation skills training
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Education & Professional Development
 College Wismar, Business Management and Administration
 Drägerwerk AG, Dual professional training, Bachelor, Business Management and
Administration
Systems & Applications
 Mail Chimp – CRM tool
 Trade doubler
 Microsoft Office applications
 Proficient in Amadeus & Galileo CRS
 Proficient in Live Person online chat application
 Proficient in Oracle Right Now services
Languages Native German with native level of English, B2 level of French