Kai Herbold Email & Phone Number

Cork, County Cork, Ireland

Cork, Ireland

Galway Ireland

• T1 & T2 support in Billing, Tech and Game/Ingame Troubleshooting for the MMORPG Star Wars: The Old Republic. Xlabs Advisor Role description:
• Handling all customer contacts in relation to A&B, Tech and In-game support by phone, chat, and email
• Until the end of September 2017 consultant for T1 advisors – consultants got removed from the products due to internal changes.
• Classifying incoming contacts SWTOR & EA Games by issue and identifying possible contact drivers in relation to technical/in-game issues Key achievements:
• Knights of turnaround table award April 2016 - Award for customer satisfaction regarding no first contact resolution
• Participation in the Ride a long project in WMF and Xlabs

Dublin

• Accenture Project: Google GTech: Merchant & Promotions, Local Inventory Adds
• Customer Care in both listed products beside Google System and promotion implementation
• Troubleshooting XML files on fix timeline to ensure live promotions
• Quality check on current promotions at Google standard requirements
• Onboarding of VIP clients like for example Swarovski for local inventory ads.
• Constant product development and process optimizing on responsible products

Dublin

• Accenture Project for: Google Account Recovery and Google Wallet
• Phone support for password recovery Google Gmail accounts
• Chat and e-mail support Google Wallet non-business customers for play store, YouTube and in-game purchases D-A-CH Region.

Germany - Cologne

• Supervisor and Consultant for 30 – 40 agents for quality insurance beside company processes and guidelines
• Side by side training agents in call flow handling and communication
• Customer support by phone, mail and chat
• Specialized support escalation customers and VIP customers
• Tech Support for media/mobile devices and computer first installation

Germany - Colonge

• Secretary and operational tasks like finances, stock demand planning and order
• Support workflow and process management
• Team Manager, employee scheduling and benefit responsibility
• Head of the purchasing department for gaming licenses in association with international wholesales companies and publishers like Ubisoft for example.
• Technical Administrator for Magento online-shop software and OTRS Ticket management software.
• Coaching for employees for quality and customer satisfaction

Germany - Hamburg

freelancer for technical customer support specifically: game installation, activation and ingame/ hardware support (PC)

Germany - Hamburg

• Online order and complain handling
• Customer consultant in the retail shop
• Customer consultant by phone and e-mail
• Maintaining Online Shop assets and texts by Magento software
• Support of a company based animal welfare with dog training

Germany - Göttingen

• T1 & T2 for customer request in the channels phone, chat and e-mail
• Side by side training agents in call flow handling and communication
• Consultant & Supervisor for 20 – 30 in contact & process handling and customer-focused solutions
• Exclusive support VIP customers and phone support for router/network installations

Germany - Hann. Münden

preparation of construction area for colleages;physical help: caring and installing customer orders

Germany - Hannover

Germany - Northeim

Germany - Nörten Hadenberg

Certificate of Chamber of Industry and Commerce as buisness clerk main focus on customer support, reclamation resolutions and delivery management

Germany - Nörten Hadenberg