As a Customer Support Supervisor at IONOS, overseeing both the US and Global Markets, I lead a dynamic team in delivering exceptional service and resolving complex, sensitive customer issues with a focus on problem-solving and conflict resolution.Key Responsibilities:- Team Coordination & Leadership: Manage and coordinate a team of 27 customer support agents, overseeing their daily tasks, providing guidance, and ensuring high-quality service delivery across phone, chat, and email channels.- Training & Development: Design and implement comprehensive onboarding programs and ongoing training initiatives for new hires, leveraging effective strategies to enhance their technical support skills and performance.- Process Automation: Develop and execute automation strategies to streamline repetitive processes, increase efficiency, and improve overall team productivity.- Quality Assurance: Conduct regular quality checks on customer feedback and performance metrics, identifying areas for improvement and ensuring adherence to service standards.- Sales Strategy & Incentives: Coordinate sales strategies and implement incentive programs to drive sales performance, fostering a high-performing team environment.- Recruitment & Hiring: Participate in the recruitment process, evaluate candidates, and make informed hiring decisions to build a skilled and cohesive team.- Complex Issue Resolution: Address escalated customer issues, applying advanced problem-solving techniques to resolve complex cases effectively.

As a Customer Support Agent my daily tasks included:- Registering domains for customers.- Identifying and distinguishing customer incidents.- Conducting debt claim activities.- Resolving billing incidents.- Performing customer service operational tasks, such as managing calls and interacting with customers through administrative, business and public support channels.- Engaging in organizational and quality control activities, either individually or in coordination with the team.- Conducting personalized investigations to identify potential sales opportunities for IONOS products and services.- Achieving sales targets through Sales after Support (SAS) activities that were customized to the individual needs and circumstances of each client.By leveraging my technical expertise and customer service skills, I helped ensure that the needs of our clients were met efficiently and effectively, while maintaining a high level of quality and professionalism in all interactions. Through my personalized investigations and adapted sales approach, I was able to identify opportunities to improve the customer experience and recommend IONOS products and services that would provide the most benefit to each client.

Worked as a dedicated Green keeper, contributing to the meticulous maintenance and care of prestigious properties belonging to affluent and high-profile individuals. Demonstrated exceptional customer service skills, ensuring client satisfaction through effective communication and attention to their unique preferences. Displayed an unwavering commitment to detail, overseeing both the lush greenery and the upkeep of luxurious residences. Although the employment was intermittent, I consistently delivered outstanding performance during each three-month stint, leaving a lasting positive impact on both the green spaces and the clients served.Additionally, I assumed a leadership role by managing a sub-team throughout my time as a green keeper.

Exhibited exceptional customer service skills during my 4-month tenure as a waiter, ensuring a remarkable dining experience for patrons. Efficiently managed restaurant operations, including product refills, maintained a detailed inventory, and proactively communicated needs. Committed to upholding cleanliness standards and enhancing the overall appearance of the restaurant. Excelling and demonstrating great management skills and responsibility over other team members.