Andreas Romer Email & Phone Number

Denmark

Salt Lake City, Utah, United States

- Directly managing a team of 4 speech & text analysts increasing team output by more than 50%.- Responsible for delivering eBay’s interaction analytics strategy, helping eBay save >$10M the last 2 years through interaction analytics insights and actions. - Responsible for all NLP model strategy and tactical execution in CallMiner resulting in eBay winning CallMiner's Innovator of the Year award in NOV 2023 for cutting-edge innovation in interaction analytics.- Facilitated the integration of interaction analytics across various business units, resulting in alignment with company-wide objectives and driving over 50% faster speed to insight.

Dublin, Ireland & Salt Lake City, Usa

- Owned the strategic planning and tactical execution of eBay’s next-gen contact driver model. Built over 600 contact driver categories in a 5-level hierarchical taxonomy covering over 85% of all eBay customer contacts at 92% accuracy. - Spearheaded creation of 3 Interaction Analytics dashboards, resulting in over 50% faster speed to insight - Functionally led four Speech & Text Analysts increasing team output by more than 30%.Built the evaluation process for selecting eBay’s next gen interaction analytics vendor resulting in a multi-million dollar contract with CallMiner. - Led the Interaction Analytics relationship with the vendor resulting in over 50 improvements to their product and capabilities.

Dublin, County Dublin, Ireland

- Developed and implemented a comprehensive text analytics strategy for eBay’s VOC program, achieving alignment with key business strategies and goals.- Leveraged advanced analytics in Qualtrics to transform customer feedback into impactful business insights, enhancing decision-making processes and increasing speed to insight by 33%.- Developed over 10 comprehensive text analytics-driven models and over 20 dashboards in Qualtrics, leading to a 75% increase in actionable insights through direct customer feedback.

County Dublin, Ireland

As a dedicated Quality Program Lead, I oversaw operations for eBay UK & Ireland, spanning two in-house locations in Ireland and five outsourced vendor sites worldwide. My role centered on generating actionable insights and intelligence to enhance business performance and inform strategic decisions within my region.I was instrumental in driving business outcomes through the development and implementation of a global Insights to Actions framework. I partnered closely with eBay Operational stakeholders, ensuring a cohesive approach in operational reviews and advocating for service excellence at all levels, influencing senior leadership to prioritize quality in business decisions.I led initiatives to improve products, processes, and tools across functions and collaborated with the Global Quality Director to establish consistent standards for customer experience aligned with eBay's policies and brand.Key Achievements:Successfully advocated for a strategic shift within eBay’s global quality team, resulting in the restructuring of roles and responsibilities globally to align with my model. Recognized as a top performer for two consecutive years.Selected as a core member of eBay's traveling vendor audit team, where I led audits in coaching and quality. My recommendations drove significant strategic and programmatic changes with our largest vendors, enhancing customer experience and operational governance.

Dublin

As a seasoned Quality Analyst at eBay, I managed quality assurance standards and procedures to ensure a globally consistent customer experience aligned with policy, process, and the eBay brand. My role involved providing quality analytics and insights that linked front-line teammate behaviors to business outcomes, driving effective coaching and performance improvements.I served as the Voice of the Customer, continuously advocating for enhancements in our global service delivery organisation. Managing and leading Coaching & Quality improvement initiatives, I collaborated daily with eBay's global outsourced partners and supported multiple partner quality teams.Engaging directly with in-house stakeholders from Senior Directors to Team Leads and Coaches, I ensured that Service Quality had a significant influence on our strategic direction.Key Achievements:Developed extensive reporting analyzing the correlation between quality behaviors and key business metrics. I generated actionable insights that enabled executive leaders to strategically prioritize behaviors with the highest impact on customer satisfaction. This initiative validated the new direction of our global quality program.Recognized for my quality of work by executive leaders in Dublin, I established and led bi-weekly sessions with our EU executive leadership team, presenting actionable strategies for improvement. These sessions led to pivotal shifts in EU business metrics, processes, and behaviors based on my insights and recommendations.

Dublin

Quality Analyst, Google GCE, Danish/Swedish/UK & Ireland, arvato vendor team.- Analysis of agent compliance to global quality guidelines for three markets.- Analysis of agent knowledge and answer accuracy in relation to customer queries.- Analysis of agent and market customer dissatisfaction (DSAT), including root cause analysis.- Coaching new & tenured agents on daily basis.- Dedicated 1-2-1 feedback sessions with my agents to discuss performance and to drive KPI and CSAT performance.- Build and retain an excellent level of knowledge of all supported Google products – Subject Matter Expert level on Google AdWords, Analytics & Merchant Center. - Google AdWords: Certified – expiry May 2016. - Google Analytics: Certified – expiry January 2017.Projects & Results:- Report creation; built dynamic CSAT report that breaks down CSAT by product and segmented by markets and agents across 2 vendor sites. Also built dynamic CSAT report that breaks down CSAT by root cause. Both reports now used by site management for decision making.- Updates and improvements to training material for new hires; on-going project, however feedback from the training and quality department heads has been excellent.

Galway, Ireland

I worked as an Assistant Manager for the Customer Service (CS) Live Team at Zenimax Online.I was an integral part in ensuring that CS ran optimally and smoothly and that any emerging game, tool or system issues were dealt with in a professional and urgent manner. I was in charge of ensuring that my global team performed to expectations.I developed, implemented or were directly responsible for:- Team Management of a 24/7 global customer service crisis management and live analysis team, including team quality improvement initiatives and coaching.- Vendor Management as the direct escalation and communication point for up to 5 outsourced partner sites.- Project Management, E.g. emerging issue management, SLA implementation and reporting, agent and queue data capture and reporting.- Workforce Management and scheduling for department.- Escalation & Crisis Management, handling all emerging issues and driving issues to resolution.- Data Analysis of ticket queues and contact drivers. - Real Time Analysis including agent adherence, utilization, compliance, KPI's. - Communication by hosting conference calls and communicating global business updates & alerts.- Recruitment by interviewing candidates for analyst and manager positions.Results:- I developed efficiency-enhancing workflow/process improvements that made it possible to accommodate increasing responsibilities necessitated by staff reductions.- I increased SLA adherence by up to 75% by developing and implementing needed processes and reports resulting in faster service delivery and increased customer satisfaction.- I increased tool and system up-time and reliability by up to 85% by analyzing and reporting bottlenecks, limitations and root causes resulting in the company saving thousands of dollars in downtime costs.Due to the product not performing to expectations, I was let go in the last round of collective redundancies in September 2014.

Galway

I worked in a supervisory team leading capacity in a large scale customer support contact centre, and on a daily basis my responsibilities were:- Providing world-class customer service to customers.- Leading a small team of Queue Management Specialists, including coaching, mentoring and quality control.- Data Analysis of ticket queues and contact drivers. - Process Development by developing processes, workflows and initiatives to implement across customer service globally.- Report and template creation by developing all departmental reports and templates.- Crisis Management by handling all emerging game issues and contact drivers.- Communication by being the escalation point for escalations to the game studio and customer service senior management.Results:- My innovative analyses and reports were responsible for the creation of the Queue Management Team allowing the team to handle up to 85% of all email contacts and saving thousands of dollars in support costs. - Created daily stats reports that reduced Queue Management Team inaccuracies to 2-3% and provided management with an important decision-making tool.- Quickly became a trusted assistant to the Area Manager and Studio Live Producers and earned a reputation for maintaining an excellent attention to detail and producing high-quality work.

Copenhagen Area, Denmark

Key responsibilities:- Managing a staff of 25-30 people.- Budget control for 2 departments, including stock and salary budgets.- All internal HR functions, including recruitment and termination. - Coaching, mentoring, training and conflict management.- Developing and implementing KPI's across 2 departments.- Developing and implementing policies, procedures and work flows.

Copenhagen Area, Denmark

- Providing customer service to retail customers.- Selling and up-selling products to retail customers.- Supervising check-outs and shop assistants.- Balancing daily finances at shop close.- Conflict management.- Coaching, mentoring, training of shop assistants.- Liaising with management.

Forest And Landscape Engineering

Organizational theory, Economics, Statistics, Geo Maps and Map making, Botany, Forestry, Landscape Engineering and Maintenance. 1 year.

A, A-Levels

A Levels. Secondary education.