David Collins Email & Phone Number

Düsseldorf, Nrw, De

Greater Dusseldorf Area

Remote/Düsseldorf

Hotjar is a behavior analytics and user feedback service that helps people understand the behavior of their website users and get feedback through tools such as heatmaps, session recordings, and surveys.Hotjar complements the data and insights you get from traditional web analytics tools like Google Analytics. It’s an industry-leading and easy-to-use service that combines user behavior analysis and website feedback tools to help you understand what’s actually happening on your site, what your users care about, and what they have to say.

Düsseldorf Area, Germany

AbeBooks Europe GmbH is the European subsidiary of AbeBooks Inc, an online marketplace that operates seven international websites and connects millions of buyers with sellers from around the world. AbeBooks' mission is to help people find an purchase everything from exquisite manuscripts, unique prints, comics and other collectibles such as photographs and historical maps. AbeBooks is a subsidiary of Amazon.com, Inc. and was acquired in December 2008. In 2018, I was promoted to the role of Technical Support specialist for the European office. I was the subject matter specialist for multiple processes such as: • Resolved buyer/seller escalations via JIRA – e.g. Troubleshooting FTP/API connection issues, image errors, inventory discrepancies/recovery etc.• Launched new sellers to the marketplace e.g. storefront creation, uploading inventory, image management etc.• Created, customized and edited mapping rules based on XML to process individual seller inventory files• Resolved complex buyer/seller issues via remote screen sharing. e.g. GoToMeeting.com/Amazon Chime• Ensured triage tickets were escalated to the appropriate team in a correct and timely manner• Created CI’s (Current Issues) & COE’s (Cause of Error) tickets to provide development teams a breakdown of what an issue was for further investigation and future fix• Maintained AbeBooks catalog data and resolved take-down requests/copyright issues via AWS• Internal deep dives using SQL and presented findings to peers/management via Tableau in order to support process change/improvement• Maintained and created custom customer support SQL queries for Amazon's Redshift database• Implemented monthly bookseller promotions on the AbeBooks website• Trained new hires on technical seller support• Created/updated SOPs and information in the internal knowledge database• Designated .co.uk/.com domain user acceptance tester for the European office• Owner of the AbeBooks help pages (Wordpress/TypePad)

Düsseldorf Area, Germany

In 2016, I was hired as a Seller Management Customer Success representative for the European office. My core responsibilities included: • Owner of the registration process for all domains including execution, documentation and training of colleagues• Seller Account Management support – lead generation & tracking via Salesforce, on-boarding campaigns (AMZ & eBay) • Seller on-boarding for our platform across all domains• Skrill/Stripe POC of NA/UK sellers• Trained new customer service hires on both buyer and seller support• Created/updated information in the internal knowledge database• Handled and provided feedback for cases escalated to the supervisor queue from agents in our Cape Town and Gloucester offices• Monthly QA for agents in our Cape Town and Gloucester offices• Responsible for ensuring that colleagues were meeting their SLAs and provided productivity training

Ohio/Kentucky, Usa

Challenger Sports is a multi-faceted international sports company who provide a wide variety of player development programs, coach education clinics, tournaments, tours, and uniform and equipment supply to hundreds of thousands of players, parents, and coaches across the globe. In 2016, after a successful training application, I was hired as a Camp Director for the Ohio/Kentucky area in the USA. My core responsibilities included: • Planned, organised and executed each daily training session based on camper’s age and skill level• Developed and implemented individualized coaching strategies, which led campers through individual problem-solving techniques, resulting to improved overall performance• Delegated training sessions to other coaches based on their experience level and qualifications• Maintained ordering and management of all gear and equipment throughout the summer for new applicants and late registrations• Worked with camp coordinators and negotiated camp contracts for 2017• Facilitated marketing and promotions initiatives for Challenger Sports within the surrounding community• Guaranteed that all camp paperwork was completed and up to date. This involved maintaining and documenting all expenses accrued throughout the week , details regarding coaches host families and their contact details• Completed director’s pack on weekly basis which included reports regarding new applications and payments for camps, feedback on camp set up and evaluation of each coach partaking

Düsseldorf, Germany

In 2015, I completed a 7 month internship with AbeBooks in their European office in Düsseldorf, Germany. My core responsibilities during this time are as follows: • Provided qualified and efficient technical support via email/telephone to buyers & sellers trading on the AbeBooks.com/.co.uk and .de websites• Investigated, documented, and resolved customer issues related to account management, web site functionality, technical or business issues• Supported the AbeBooks technical team in the areas of file uploads for sellers, conversions and other technical escalations that needed to be resolved• Continuously worked to improve the customer experience, build and maintain customer satisfaction as the responsible contact for the English market segment• Reviewed and updated internal seller help pages for future employees

San Francisco, Usa

Solve It ! Think Out of the Box is a small, privately owned family business on Pier 39 in San Francisco, CA. Solve It ! Think Out of the Box is passionate about helping the young and the young-at-heart challenge their minds and grow. Solve It ! specializes in thinking, learning, and above all playing and having fun! They offer a variety of games for developing young children as well as games that help to keep mature minds sharp in the later years of life, and everyone in between. In this position, my regular tasks included: • Responsible for assisting customers with product inquiries, pushing sales of inventory and providing quality customer service• Communicated new product developments and new in store initiatives to customers • Responsible for new hire training• Generated leads, actively generated sales and built referral base• Managed and maintained stock within store• Packaging and shipping of online orders, and recording of shipping manifest via Microsoft Excel• Motivated and advised new sales team members on how to exceed sales targets• Successfully operated tills and reconciled figures for accounts at end of shifts

Bachelor’S Degree, Business Studies And German

Activities and Societies: UL Rowing, UL Sports Arena, UL Rec Soccer, UL International Soceity, UL, Cumann Gaelach.Graduated.

Bachelor Of Business Administration - Bba, International Business

Activities and Societies: EBS Rec Soccer, EBS Erasmus, EBS International Society, EBS German.International Exchange Program

Education record

Secondary Level Education