Dietmar Hohn Email and Phone Number

Leading a team of bi-lingual customer support agents for German and English speaking customers for a prestigious client. Delivery of Service Level. Customer service team supervision, performance management, training and development. Interaction with client and other third parties on daily basis. Respond to incoming contacts regarding sales, customer service issues, and technical website issues. Coaching agents in helping customers in selecting Internet options for browsing along with navigation and placing orders on the website. Communicate and train agents on current website features, upcoming promotions, products, sales. Research inquiries and de-escalate customer’s concerns. Provide follow up solutions to customer issues. Manage the administration processes and ensure key metrics are maintained. Ensure high level of service quality.

One to one tuition. Teaching how to drive a car to gain class B driving license in accordance with the rules and regulation of Road Traffic act and the official learning to drive syllabus in accordance with rules and regulations of the Driving Standard Agency.

First line support for all IT applications in Europe with a strong emphasis on SAP R/3 Order to Cash, Purchase to Pay and Finance business processes. System demonstrations and training, development of “super users” and support operational and management reporting initiatives. Liaison between assigned sites, super users, functional experts, and the business IT leaders to identify and assist in implementing business process improvements. Support from and liaison with the centralized IT configuration and development team located in the United States. Successful re-engineering of all business processes in Europe to suit the change into a consumer electronics company. Centralisation of business functions Order –fulfilment, Purchasing and Logistics from location in the Netherlands to the UK. Recruiting training and coaching of a new team in St. Albans.

Handling of rewards / discipline matters with support from Human ResourcesDevelopment and maintenance of an overall quality plan for the groups. Interpret and analyse statistics for European Management Team and produce reports for presentation outlining recommendations for efficiency improvements. Allocate resources against demand and volume of customer calls, call trends and market conditions. Identify training and coaching needs of team members, supporting team and individual development. Work towards achieving department and business goals within budget. Control the budget of the department, prioritising needs within the budget. Liaison with Marketing, Sales Subsidiaries, Logistics and third parties.

Individual counselling of employees and employers in the matter of choosing and filling vacancies. Receiving and processing of job applications and placement instructions using medium-range EDP technology with the UNIX operating system. Fieldwork in connection with placement functions, particularly in relation to employer counselling, and canvassing for clients and jobs. Discussing and arranging financial placement assistance with employers. Setting up and implementing of manpower policies in further training, retaining and job creation. Preparation of statements and reports relating to substantive claim prerequisites for wage compensation payments to unemployed people.