Lars Meiners Email & Phone Number

London, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

- Managing a Team of 6 Technical Support Analysts + 1 Diagnostics Engineer, leading Decibel’s Technical Support, conducting daily Team meetings as well as weekly 1:1 meetings to provide updates and feedback- Reporting to the VP of Customer Engagement- Conducting quarterly performance reviews- Establishing processes for Ticket Management and Customer Communication- Managed the implementation of Zendesk as a Ticket Management & Knowledgebase system , coordinated from vendor selection through Engineering implementation to migration from Decibel’s legacy platform- Implemented reporting of individual and team performance and regularly presenting results to Decibel’s Leadership- Reduced average Ticket resolution times by 80% and average ticket age by 70%, while at the same time increasing Same-Day resolutions by 2.5 times.- Owner of Decibel’s Escalation process, conducting daily Engineering standups and coordinating with Customer Success teams to provide updates on critical escalations and defining Priority Tickets- Holding regular meetings with Product team to provide insight on ticket trends and Customer Feedbacks for Decibel’s User Experience Analytics platform

London, Großbritannien

- Working for a global Software Business supporting some of the most high-profile restaurants in the world, part of a small Management Team managing the European Customer Support Team- Reporting to the Director of EMEA Support- Assisted in the successful In-housing of OpenTable’s Customer Support, building an efficient and competent Team from scratch, screening candidates, conducting Interviews and training new starters, performing to targeted Service Levels within short time- Established detailed reporting into Employee Performance by assembling data from multiple platformssuch as Salesforce, Talkdesk/Five 9; cleaning up data and using Excel- and SQL scripting to identifypatterns and trends; visualizing results to share with Global Support Leadership- Managing a Team of 12 Customer Support Representatives, largely comprised of beginners in their Career Development, successfully advancing numerous employees into higher-level positions within OpenTable (e.g. Sales, QA, Tier 2 Technical Support etc.) or outside companies- Implementing detailed Coaching Plans based on performance and behavior patterns gathered from performance data and observations and apply them in regular, weekly 1:1 Coaching Sessions, this helped to reduce Handle Times and improve average QA Scores from 60% to above 90% within three months- Developing and implementing shared processes with American Support Center to align international operations and aid communication between Support CentersWorking with Executives from other departments (e.g. Sales & Services) on complex customer issues and their solutions- Successfully implemented new process of phasing out OpenTable’s legacy Rewards Scheme and replace it with a system of Pre-paid Credit Cards, coordinating with outside Credit Card vendor and training Team on how to work with the new platform

London, Großbritannien

- Provided 2nd-level Support for OpenTable’s Restaurant customers via phone and Email as part of a small, technically specialized Team, helping solving issues based around Reservation Systems, Computer Hardware and advanced Network Troubleshooting- Documented Customer Interactions and Technical issues via Salesforce, JIRA etc.- Performed Quality Assurance for calls taken by outside vendor- Established European Support for OpenTable’s website integrations, specializing on HTML/CSS Support, working with corporate Web Administrators and reducing turnaround times for this kind of requests, creating Troubleshooting Guides and Customer Documentation used across several departments- Coordinated the European side of a global Migration project of 5,000 restaurants onto a new Software platform within three months, reducing impact on Support Service Levels- Twice nominated for the quarterly achievement award in the European Division of OpenTable

London, Großbritannien

- Quality Assurance of German localisation of both text and speech in Video Games, working for several big clients such as Sony etc.- working in collaboration with Translators to provide translated strings as well as improvements for existing strings

Frankfurt Am Main Und Umgebung, Deutschland