Florian Leitner Email & Phone Number

Graz, At

Graz, Styria, Austria

Managing the customer support strategy and processes for the Stats Perform portfolio across all product verticals. In charge of a team of 60 customer support experts based in Bangalore, India. In this capacity responsible to- Streamline customer support processes, detecing areas of improvement to enhance support efficiency. - Deliver support quality metrics to the wider business engaging with operational as well as sales/commercial teams.- Assure customer support SLAs are followed by the frontline support teams (according to ISO 9001) as well as setting and monitoring the internal KPIs.- Collaborate with technical support, engineering and product management departments regarding escalation management.- Deliver and enhance the customer support strategy on the designated CSM platform. (Service Now)- End to end management of support processes across the entire support structure and all affiliated stakeholder groups.

Graz, Styria, Austria

Responsible to monitor, adjust and improve support processes for the bet fast data and video products, leading a team of customer support specialists in India and Austria. In charge of a team of first level customer support engineers specialized in video delivery, media product support and horseracing logging and support. In this capacity responsible to- Conduct customer service calls with key customers, extracting relevant feedback to relay to the operational and technical stakeholders to improve the product and customer experience.- Deliver support quality metrics to the wider business, detect gaps in our support operations and propose/enforce changes. (MS PowerBI)- Manage and document projects around product supportability (JIRA/Confluence)- Streamline customer support processes via internal audits- Assure customer support SLAs are followed by the frontline support teams (according to ISO 9001) as well as setting and monitoring the internal KPIs- Deliver and enhance the customer support strategy on the designated CSM platform- Roll out of support processes across the entire support structure and all affiliated stakeholder groups

Graz, Styria, Austria

Responsible for the first level customer support and game supervision as well as the quality control teams located in Aveiro, Portugal. In this capacity in charge of- Team management for 6 team leads and 24 Administrators to ensure customer support and quality control for the betting product is up to standard- Set up requirements and organize projects to improve the operational workflows- Conducting regular meetings with major customers to assess improvements to the product, draft requirements and pitch these to the respective business units- Ensuring that the standard operating procedures are followed and properly documented (according to ISO 9001)- Conducting regular performance calls with different business units based on the collected data (via MS PowerBI)

Graz, Styria, Austria

Responsible for a team of Data Analysts (focus on BI reporting) and Rating Administrators (focus on Quality Control) in Graz, Austria and Aveiro, Portugal (until July 2020). Responsible for a team of Data and Documentation Specialists in Leeds, England (since July 2020). In this capacity in charge of- Delivering regular performance reports to senior management and collaborate on projects to improve the data collection and product quality- Organizing real time BI solution via visual analytics software (PowerBI)- Conducting regular meetings with major customers to assess improvements to the product, draft requirements and pitch these to the respective business units- Ensuring that the standard operating procedures are followed and properly documented (according to ISO 9001)- Producing recommendation reports and performance analysis to improve the standard operating procedures and the quality of data collection

Graz

Responsibility to define end-to-end processes across the departments in accordance with company regulations. In this capacity in charge of- Detecting superfluous workflows and simplify work processes- Creating documents and guidelines for all departments to communicate the correct process structure- Creating reports and statistical overviews to point out the progress within the different departments- On-site visits at our data collection office in Aveiro, Portugal to conduct workshops and meetings to improve the quality of data collection- Interacting with customers and management to assess possible software alterations/innovations and their impact on the workflow.

Leeds, England, United Kingdom

Responsibility to define end-to-end processes across the departments in accordance with company regulations. In this capacity in charge of- Detecting superfluous workflows and simplify work processes- Creating documents and guidelines for all departments to communicate the correct process structure- Creating reports and statistical overviews to point out the progress within the different departments- On-site visits at our data collection office in Aveiro, Portugal to conduct workshops and meetings to improve the quality of data collection- Interacting with customers and management to assess possible software alterations/innovations and their impact on the workflow.- Showcasing the data collection product to major customers on site at the data collection office in Leeds, England

Leeds, England, United Kingdom

Responsibility for soccer Supporter training in a new data collection office location in Leeds, England. In this capacity in charge of- Creating an infrastructure to implement company processes and structures at the new location- Shift assignment and quality control- Creation of documents as training guidelines within Perform Group- Employee evaluation, retraining and development for a team of 20 Supporters (Data Analysts)

Graz, Austria

Shared responsibility for training and quality control for a team of 20 Supporters (Data Analysts). In this capacity in charge of- Shift assignment and control- Creation of documents as training guidelines within the Perform Group- Employee evaluation, retraining and development.

Graz, Austria

Responsible for overseeing the data collection of a set of assigned soccer games. In this capacity in charge of- Evaluating incoming data for accuracy- Cross checking incoming data with external and internal sources and make amendments if necessary- Calling the data collector to inquire about specific data points as by customer or administrator request

Bachelor'S Degree, Economics

Activities and Societies: Universitäts Sport Institut Karl-Franzens-Universität Graz (USI) Obtained a Bachelor degree in Economics.

Economics

Study abroad as part of the ERASMUS programme with a focus on International Business