Robert Hahn Email & Phone Number

Essen, North Rhine-Westphalia, Germany

Düsseldorf, North Rhine-Westphalia, Germany

Düsseldorf, North Rhine-Westphalia, Germany

•Front office employee (includes reservations, payment processing, and partner company relations).•Main contributor for the self-started social media initiative (content pitcher, planner, creator, and utilizer).

Düsseldorf Area, Germany

Experiencing working in every department of the hotel to understand and gain knowledge the "ins and outs" of the business, at the same time getting an education in Gastronomy to support the actual work.Supported the internal social media team with ideas and content creation

•Near-hire training for multiple companies focusing on communications and language sensitivity.•Sales training for employees of BPO and non-BPO companies•Business development for social media marketing

Supporting/ Co-handling a sales-and-retention team as the Subject matter expert of the product handled. Knowing the Procedures and ways to retain a customer from cancelling their Microsoft subscriptions.Creating Modules to help agents improve communication skills to have an effective conversation with the customers. Tasks include tracking agents number of sales and retained customers. Tracking all cases handled by every agent. 1 :1 coaching with all agents. Daily team huddlesCall Monitoring and Client facing reports.Weekly, and monthly business review with senior management and Clients.Daily, weekly, and monthly summary data reporting and read-outsOperations : Ticket / Service Request distributor, handler, and modifier

Direct Client meetings (BPO Companies: Transcom, HGS, 24/7, etc…) to plan out a course training “Near Hires” focusing on Communication Skills, that suits their preference in terms of execution.Creating original Training materials, depending on what clients want to maximize in terms of skill.Train near hire agents pre-selected by the client company to pass pre-hire exam “Versant”Foundation Skills training for minimum of 5 days, and maximum 2 weeks, including presentation on Professionalism and CSAT CSR skills

Collate all CSAT information daily to Identify each agents Area’s for Improvement based on Customers recorded feedback and survey score. Audit / Monitor agents with low CSAT score and plan Pull-out schedules for Customer Satisfaction/Accent/Communication CoachingContact’s other CSAT team Lead’s from Universal City, and Guadalajara Mexico for shared CSAT and Communication Updates.Attends /Facilitate CSAT Calibrations both Internal and External including Overseas Employee’s of Caesars Entertainment, special Focus on Accent and Communication.Daily Reminders and Reports (CSAT summary of the Day/Running score, Monthly Status Report)

Audit live and recorded calls, coach agents weekly on the Communications parameters, facilitate Comms Huddles & Comms Activities, Handle call listening sessions with Participants from Ops to provide Comms. FeedbackConsolidate Weekly Audit Scores, AON scores (Quality Guidelines) Track Commsat scores, Report Improvement in Weekly and Monthly Business Reviews

Hosting Jobs & Live Coverage of EventsEntertain Listeners, Present News Updates, Current Happenings, Latest Hits.