Nikoletta K. Email & Phone Number

* Creating the refurbed Customer Support coaching program for tenured and new hires* Coaching 40 individuals to exceed or achieve quality results* Responsible for providing supervision for low performers* Initiating and continuing monthly group coaching-workshop sessions for skill growth of support teams* Collaborating with the Customer Support leadership team to make recommendations on process changes and call out risks to current processes

Graz, Styria, Austria

* Project Management: participating in the revamp of the manager onboarding program and in the redesign of cross-team collaborations.* Coaching: skill-based quality assurance for a team of 8 reports.* Mentoring: career coaching for employees across the organization (INterviewIN program).* I played a monumental role partnering with talent acquisition to source candidates for the EMEA Global support team in the DACH market and for the Learning Support team.* Diversity, Inclusion… Show more * Project Management: participating in the revamp of the manager onboarding program and in the redesign of cross-team collaborations.* Coaching: skill-based quality assurance for a team of 8 reports.* Mentoring: career coaching for employees across the organization (INterviewIN program).* I played a monumental role partnering with talent acquisition to source candidates for the EMEA Global support team in the DACH market and for the Learning Support team.* Diversity, Inclusion, and Belonging example by leading initiatives and hosting events to foster belonging.* Knowledge share: I assisted to help onboard a new lead, a new senior and 2 managers in 6 months. Show less

Graz, Styria, Austria

* Supervising performance and coach individuals to exceed or achieve productivity and quality results* Assisting with escalated issues from customers and internal stakeholders* Leading through change to improve process and drive efficiency in a highly agile environment while motivating, inspiring and uplifting the team. I got exceptional results for my support in the employee surveys.* Responsible for providing leadership and direction to a high performing team of customer support… Show more * Supervising performance and coach individuals to exceed or achieve productivity and quality results* Assisting with escalated issues from customers and internal stakeholders* Leading through change to improve process and drive efficiency in a highly agile environment while motivating, inspiring and uplifting the team. I got exceptional results for my support in the employee surveys.* Responsible for providing leadership and direction to a high performing team of customer support representatives to ensure their success as well as handling difficult conversations when need be.* Thinking tactically and strategically in order to enhance the Member experience across LinkedIn Learning Solutions, including the improvement of the tax refund process, leveraging my product and process know-how.* Assessing the resources and needs for my team* Initiating and continuing strong business and personal collaboration in the support teams internationally in biweekly and quarterly meetings.* Implementing strategies and plans for the team while adjusting processes to meet overall company objectives as directed by senior management* Collaborating with a team of regional managers to make recommendations on processes and call out risks to current processes* Building strong relationships with multiple business partners / Stakeholders at various levels including leading the hiring for the EMEA Learning Dedicated and Strategic team. Show less

Graz

* Point Of Contact for internal and external escalations* Go-to-person for the support team regarding process clarifications* Participating in peer interviews for new hires* Training new hires on site and remotely* Coaching for the whole EMEA support team for quality assurance* Contributing to weekly product huddles with interactive quiz questions to maintain the team's process knowledge* Assisting the manager to set up a new team in Dublin (February 2018 and November… Show more * Point Of Contact for internal and external escalations* Go-to-person for the support team regarding process clarifications* Participating in peer interviews for new hires* Training new hires on site and remotely* Coaching for the whole EMEA support team for quality assurance* Contributing to weekly product huddles with interactive quiz questions to maintain the team's process knowledge* Assisting the manager to set up a new team in Dublin (February 2018 and November 2019)* Participating in key projects to set up international chat and to audit helpfile Show less

Graz

* CRM used: Salesforce* Closed an average of about 1,000 requests monthly with a CSAT score ranging 4.04-4.49 for a high amount of surveys* Top Of The Charts and CSAT Champion award winner* Provided Salesforce training after only some months being with the company* Onboarded new hires on site and remotely training Dublin* Was in charge of our monthly workshops* Connected with US team to learn from their experience* Connected with cross-functional teams and assisted… Show more * CRM used: Salesforce* Closed an average of about 1,000 requests monthly with a CSAT score ranging 4.04-4.49 for a high amount of surveys* Top Of The Charts and CSAT Champion award winner* Provided Salesforce training after only some months being with the company* Onboarded new hires on site and remotely training Dublin* Was in charge of our monthly workshops* Connected with US team to learn from their experience* Connected with cross-functional teams and assisted the Customer Success team effectively, which was a good introduction to the later enterprise support training. Show less

Graz

* Responding to customer emails in English and in German to troubleshoot technical and payment issues. * Answer phones in English to support customers with using the platform.

Graz, Austria

EFL teacher, tour guide

Budapest

• answer incoming phone calls in a timely and polite way• examine case management inquiries• accurate entry of project data in physical and online filing system• provide technical support on the use of online data processing tool• design and deliver technical training• provide updates on international research in the topic of children poverty

Budapest

• log requests and incidents in ticketing system (Service Center, Remedy, Biomni)• reply to end user queries via email and on the phone• investigate and reply to escalations• train and mentor team members• update help file• provide weekly feedback on the team's work for customer representatives

Halásztelek

• provided regular and business English classes for students aged 14+ • prepared students and created the exam material for the General Certificate of Secondary Education • corrected assignments and provided reports on the written part of the GCSE

Budapest, Pilisvörösvár, Piliscsaba

Activities with small (K-4) children:• introduced the Anglo-Saxon culture to preschoolers via games, songs and rhymes• conducted individual improvement matching children’s age and knowledge • facilitated cooperative learning process and the situative practice of vocabulary and grammar using meaningful supplementary materials Activities with older children and adults:• facilitated student learning in multi-aged groups of various knowledge levels• arranged written and… Show more Activities with small (K-4) children:• introduced the Anglo-Saxon culture to preschoolers via games, songs and rhymes• conducted individual improvement matching children’s age and knowledge • facilitated cooperative learning process and the situative practice of vocabulary and grammar using meaningful supplementary materials Activities with older children and adults:• facilitated student learning in multi-aged groups of various knowledge levels• arranged written and oral end-of-course evaluation tests and provided feedback to participants• tutored adult students as per their needs to prepare for various language exams Show less

Master Of Arts (M.A.), English +Slovak Language And Literature, General

Tourism And Travel Services

tour guide for Hungary

Gcse