KEY RESPONSIBILITIES• Handle incoming support from end-users and clients (B2C and B2B)• Communication with developers, QA and projects to resolve end-user issues• Weekly/monthly report creation about support related areas like: Main support issues, call volume, response times, support quality, customer satisfaction, challenges.• Support of the product team with new feature requests from customers and clients• Setup/Configuration/Configurations support• Training/Webinars• Product-/Solution Consulting• SaaS

SCOPEThe primary role of the Quality Assurance (QA) Analyst is to remotely monitor and evaluate all transaction types’ interactions between End-Users and Customer Support Staff to ensure that all aspects of quality assurance and adherence are aligned with Client and corporate expectations (ISO/IEC 27001). The QA Analyst is responsible for the overall quality of the End-User interactions, and provides improvement recommendations to the QA Superiors.KEY RESPONSIBILITIES• Prepare transaction monitoring plan on a weekly/monthly basis,• Conduct remote monitoring based on approved monitoring plan,• Document evaluations using monitoring forms and systems,• Send written feedback to all staff that have been monitored,• Track and identify reoccurring problems and service opportunities,• Analyse monitoring results and performance trends to provide recommendations for improvement,• Deliver on a daily basis previous day performance results to the appropriate staff,• Analyse CSAT/DSAT data,• Participate in Client’s and/or Internal calibration sessions,• Deliver feedback to Supervisor for CSS’s coaching purposes,• Participate with Supervisors in coaching sessions with performance outliers and give feedback on process level issues,• Report to QA Superior Staff for all aspects of continuous improvement,• Attend planned meetings with ACMs and Supervisors and deliver feedback related to teamperformance (DSM/ATAC),• Participate in Problem Solving Process-DMAIC sessions,• Evaluate Supervisor’s consistency on monitoring (Spot-Check),TECHNICAL SKILLS• OS MS Windows• Mac OS X Application• MS Office• Internet applicationsSOFT SKILLS• Proficient knowledge of English, German, Danish, Greek, Norwegian, Swedish• Excellent communication skills (writing, listening and understanding)• Ability to clearly understand a problem statement• Good Problem Solving Skills (Math & Analytics)• Typing skills: 35 words/min• Productivity & Sampling Approach• Presentation skills

SCOPEReceives and places telephone calls/chats. Maintains solid customer relationships by handling their questions and concerns with speed and professionalism. Performs data entry and uses software programs.Also, required, research skills, to troubleshoot customer problems. Trains and assists new CSSs with making smooth transition from training to operational status. Serves as a positive role model.KEY RESPONSIBILITIES• Demonstrate to new CSSs the CRM tool usage.• Demonstrate proper way to answer/respond End-Users' inquiries.• Demonstrate knowledge aiming to improve new CSSs' customer service & troubleshooting skills.• Help new CSSs to handle calls/chats by listening/observing and guiding during live transactions.• Build self-esteem and motivation.KNOWLEDGE - QUALIFICATIONS• Demonstrate good results in basic KPI's such as: Handling Time, CSAT, CR and Quality Monitoring• Ability to work well with others

Besides conduction research for my Ph.D. thesis, I presented and participated in a large number of conferences, seminars and excavation in Denmark, Germany, England, Hungary, Romania and Greece (2009-2013):- seminars: 5 presentations, 12 participations- conferences: 2 presentation, 1 poster, 3 participations- excavations: 4- publications 2- posters: 1- lectures: 1

http://www.forging-identities.com/index.php?pageid=show_personal&id=samau

I was in charge of teaching and instructing kindergartners and primary school pupils (but also grown ups), guiding them through the exhibition of the museum (hunter's and gatherer's settlement and burial site of the Danish Mesolithic Stone Age). Furthermore, I participated in creational workshops for kids, was in charge of the museum's shop and its checkstand, conducted archive research (which resulted in one publication), and attended to all matters of the museum's IT and computer applications.

Freelance translator (from Greek into German) for the Organization for the Promotion of Greek Culture (Οργανισμός Προώθησης Ελληνικού Πολιτισμού), under the authority of the Hellenic Ministry of Culture. Translating an exhibition catalogue on the subject of "Mycenaean Greece".

"From February to November 2006, Mr. Sascha Mauel worked as part of a digitization project of the German Archaeological Institute (DAI), financed by the German Research Foundation, as an employee at the DAI department in Athens. It was the first such project within the framework of the DAI in which 40,000 historical glass negatives were to be digitized at the international departments in Athens, Istanbul and Cairo, from where thez were to be sent to the Research Archive for Ancient Sculpture at the University of Cologne for central processing.The specific problem was to establish a completely new workflow within the framework of the relatively fixed procedures of the DAI and to maintain it under the difficult, extremely busy conditions of these departments abroad. In addition to adapting to a wide range of central and peripheral conditions - such as maintaining the quality level in view of extremely monotonous processes - communication skills and a transparent presentation of the problems and progress of the work process were required. Once some initial problems, which were to be expected, had been eliminated, the end goal, a high result in terms of quantity and quality that exhausted the possibilities, had successively achieved.During the period in which Mr. Mauel was employed at the DAI, he digitized around 10,000 glass negatives from the Athens department. I got to know Mr. Mauel as an extremely resilient employee with a high level of professional competence, who, thanks to his pronounced communication skills, was able to quickly resolve problems in cooperation with the other departments and the University of Cologne and to resolve them with easily implementable solutions.As a result, he was able to repeatedly give impetus to the project as a whole." (Reference by Dr. Ortwin Dally, Secretary-General of the German Archaeological Insitute, Berlin)

"from September 15, 2004 to June 30, 2005, Mr. Sascha Mauel [...] worked under the supervision of photographer Ingrid Keller as an independent employee in the photo archive at the German Archaeological Institute (DAI), Athens department.His main job was to depurate the photographic glas plates and repair any damage, if possible. Furthermore, Mr. Mauel was also responsible for creating new custom-made envelopes, in which the plates are to be kept in the photo archive after cleansing.In addition to his activities in the preventive maintenance and careful tending of the precious, otherwhiles very old negatives, it was also Mr. Mauel's area of ​​responsibility to register information errors and discrepancies in the archive database. Since the motifs of the corresponding photos typically do show archaeological objects, Mr. Mauel was often able to refer to his study of prehistoric archeology in detection and assessing any errors. Not least for this reason, Mr. Mauel seemed particularly suitable for this task.We would like to thank Sascha Mauel for his confident and independent work."(Reference by ingrid Keller, photographer, German Archaelogical Institute, Athens).