Constantin Vohs Email & Phone Number

Zug, Switzerland

- Manage all projects relating to improving both Client Services and Client Experience by introducing new and enhancing existing technologies- Design and work with development teams to build our next gen ticket management system- Create and implement projects aimed at improving the overall Client Services structure and experience- Continue supporting the building and streamlining of project management processes within the company

Zug, Switzerland

• Manage projects for various departments including client services, translation & localization and client security• Work on projects aimed at improving the experience for both agents and customers• Prioritize and release projects that align with the long-term CX vision and goals• Identify potential gaps, review insights, and provide recommendations for new projects or solutions• Assist in the development of new PMO standards and flows

Zug, Switzerland

• Created a new standardized training program for new technical support agents globally• Developed new reporting and supervisor tools to enhance productivity• Reviewed existing processes to identify areas that can be streamlined• Guided and helped agents with their professional growth within the team• Provided weekly feedback to individual agents to give them a voice and listen to their feedback and inputs• Handled escalations of larger incidents and communication with other departments• Effectively worked on and handled projects for the group since November 2021• Assisted clients with their technical inquiries in German, Spanish, and English• Troubleshot and escalated incidents to developers• Assisted other departments with technical inquiries

Zürich Area, Switzerland

• Product owner of incident/problem management systems integration worldwide• Planned and executed the implementation of the new ITSM solution for IT, HR, Finance and other departments• Analyzing new workflows and systems to improve worldwide incident management• Local 1st-3rd line support for up to 800 users in EF Headquarters / including VIPs• FreshService certified

Lucerne Area, Switzerland

• Providing support and solutions to VIPs and up to 400 users in the office• Analyzing frequent issues to find long-term IT solutions to be implemented for all users• Assessing and assisting in the solving of emergency situations that affect departments or offices worldwide.• Testing and assisting in the implementation of new systems to be used in the company• Troubleshooting a large variety Windows & Mac related hardware & software problems• Managing accounts through O365/Exchange as well as the Active Directory• Take care of procurement of new equipment based on the needs of diverse departments• Teach Excel courses to different users in the Company from basics to introduction to MacrosSkills:- Exchange, O365, SharePoint- Microsoft Server 2008/2012- Windows 10 OS, Mac OS- Skype for Business, DialPad- Active Directory, Group Policy, WDS- Dell Support- LogMeIn & Teamviewer- Powershell- Jira, Zendesk- Printer Servers, Printers- VMWare, HyperV- QlikView, Power BI- Microsoft Teams

Lucerne Area, Switzerland

• Overall responsibility for all tours traveling to Ireland & Scandinavia• Communication and contracting with suppliers to ensure mutually beneficial and long-lasting relationships• Evaluate and set budgets as well as plan changes and improvements to the tours to increase customer satisfaction• Provide emergency support while groups are on the road and solve any problems that may arise.• Supervise two interns and foster their professional growth in the field• Initiate side project based on improving work-efficiency through the creation of Excel tools using Visual Basics and Macros• Taught Excel crash-courses to other managers and trainees to improve their knowledge.• Rapidly assists the team and solves various computer and systems based problems due to prior knowledge in programming• Received EF Core Value 2016 Award "Innovation" for creating new tools to improve work-efficiency, and reduce time spent on routine tasks for the operations team

Lucerne Area, Switzerland

• Assisted in operational processes for tours in Northern, Central & Eastern Europe• Provided on-tour support for Tour Directors during the peak seasons• Resolved emergencies and handled supplier relationships in the various countries• Handled invoicing and the payment of accounts throughout the year

Lucerne Area, Switzerland

• Assisted in the creation and quality control of reports for clients• Tested new text analysis software from IBM and Rogator to find better ways to analyzing qualitative data while maintaining a high quality standard• Introduced SPSS Text Analytics for Surveys into the company and created teaching modules and presentations for new users• Reviewed SPSS and Quantum charts to ensure data integrity• Cooperated with different departments in the company to finalize projects and improve core processes- Systematic introduction to research methods and intensified training to broaden the analysis-portfolio

Springfield, Missouri Area

Joined Opal Agency during its developmental phase and initiated the Account Planning and Market Research department • Cooperated with the different departments of Opal Agency, such as Social Media and Account Management, to identify and solve problems that clients are facing. Develops innovative and powerful strategic plans by combining Market Research and Consumer Behavior.• Conducted weekly meetings with clients to evaluate progress of projects and also team members to help promote their professional and personal growth.• Served on the Board of Directors to work through the developmental process of the organization and supervise a department of 13 members• Conducted interviews and evaluations for account planners and market research analysts• Supervised the Let it be Known campaign by Opal Agency to promote direct and fair trade• Lead developmental meetings with board to analyze the situation of the organization and develop short term goals to adapt and accomplish Opals mission and vision

Springfield, Missouri Area

• Supervised a floor of 44 residents, organizing educational and community building programs to encourage unity and collaboration between students. • Managed different types of administrative duties including incident reports and maintenance requests in a timely manner.• Enforced university and residence hall policies to assure safe and comfortable living environment for all residents.• Cooperated with a team of 14 resident assistants helping them if they needed assistance.