Thomas Meise Email & Phone Number

Iceland

Owning the overall data science strategy and outcomes of all projects. Developing, communicating, and implementing a comprehensive data and analytics strategy and vision in close collaboration with the business leadership team to support business strategy and goals.Developing a scalable, resilient, available, and flexible data and information architecture and enabling its efficient and successful execution.Leveraging data and advanced analytics to generate new insights and business value.Using experimentation to drive customer retention, customer lifetime value, and product engagement.Hypothesizing and recommending product enhancements by leveraging a deep understanding of data, customers, and business.Developing and monitoring KPIs to measure the effectiveness of data and analytic capital and ensure that enhancements deliver value.

Reykjavik, Iceland

Developing and implementing a world-class Customer Relationship program based on clear goal setting, sound planning and fast, strong execution.Responsible for designing, implementing and managing: * Multi-channel customer support program in seven languages* Community management program including an Influencer program and events management* Customer communication with direct messaging, social media, and Email components

Goal oriented and metric driven Customer Support Manager leading a team of 25-30 remote Level 2 Software Support specialists supporting Fortune-500 customers and >70 products. Directly responsible for quality and performance improvements, people management, and process excellency. Strong focus on outstanding quality and excellent service. * Individual quality and productivity improvements week over weekly with check-ins, daily coaching and feedback, and weekly performance reviews.* Development and implementation of team improvements based on customer data analysis and support ticket research.* Development and execution of individual performance plans and setting aggressive goals. * Change management including development and implementation of team and process optimizations. * Handling customer escalation and, when required, working directly together with customers to ensure maximum customer satisfaction.* General management of a support team that is part of a larger organization.

Leading a team of 5 customer support managers in a multi-tiered global customer service environment. Improving operational infrastructures and developing a strategy to support 50+ products across multiple technologies. Leading initiatives to achieve high customer satisfaction goals across the entire portfolio of software companies.* Rapid deployment of solutions after identifying operational gaps. * Metric-driven development of a world-class team of five people managers based on daily coaching, iterative feedback, and aggressive goal setting.* Development and implementation of process excellence driven by root cause analysis of quality bar failures week over week. * Budget development and people plan for Q1/2019.

Goal oriented and metric driven Customer Support Manager leading a team of 12-25 remote Level 2 Software Support Architects supporting Fortune-500 customers. Directly responsible for quality and performance improvements, people management, and process excellency. Strong focus on outstanding quality and excellent service. * Individual quality and productivity improvements week over weekly with check-ins, daily coaching and feedback, and weekly performance reviews.* Development and implementation of team improvements based on customer data analysis and support ticket research.* Development and execution of individual performance plans and setting aggressive goals. * Change management including development and implementation of team and process optimizations. * Handling customer escalation and, when required, working directly together with customers to ensure maximum customer satisfaction.* General management of a support team that is part of a larger organization.

Iceland

Manager of CCP's global team of 130 volunteer partner specialists. Directly responsible for the long-term strategy, reward & recognition, communication, people management, and process documentation of the volunteer partner program.Developing communications and community solutions for the record-breaking MMO game EVE Online (https://www.eveonline.com/).* Communication support for game developers and marketing teams. Copy-editing, publication and promotion (including social media), feedback reporting. * Advisory support for development and strategy. Highlighting existing and potential future issues, devising possible solutions.* Live broadcast support (e.g., Twitch): promotion and feedback analysis.* News writer and content creator: weekly newsletters, info-graphics, social media content, event reporting.* Supporting community events worldwide (50 - 1000 participants). Planning, backstage, and presenting.

Iceland

Manager of the EVE Fansite partner program ( >60 members), a support program for enthusiasts running their own EVE related projects. This included:* Designing and executing the long-term communication strategy* Event support* Advertisement support* Reward strategyAssistance Manager of the EVE Online volunteer partner program (ISD), an international group of 120 skilled specialists:* Setting goals and strategy for the volunteer partner program* Supervising all teams within the program and their team leads* Designing a reward and recognition strategy* Responsible for communication, including newsletters and individual supportSupport of game development with focused community reports and community sentiment analysis.Responsible for German speaking community (DACH) including:* Social media presence* Forum support* Event organization, in-game and real life* News reporting

Iceland

Community feedback, reporting and sentiment analysis.Supporting the German community with development news and blogs, including translation from English to German.Quality control of external German translations.

Germany

Translating marketing focused articles from English to German. Freelance work.

Dortmund, North Rhine-Westphalia, Germany

Preparing and carrying out group climbing events indoors and on high-rope courses. Group sizes varied between 2 and 6 people. This job required:* Strong leadership* Absolute stress resistance* Excellent communication skills* Handling of people in panic in dangerous situations* Being 101% reliable

Cologne Area, Germany

Stock market trader and financial advisor as entrepreneur. This work included:* Analyzing market trends* Researching specific markets and stocks* Analyzing specific stocks (fundamental and technical analysis)* Researching and analyzing specific companies* Creating recommendations and investment plans* Option and currency trading

Master'S Degree, Computer Science

Bachelor'S Degree, Computer Science