Nicolas Feller Email & Phone Number

County Dublin, Ireland

Dublin, Leinster, Ireland

Dublin - Ireland

• Lead and coach a team of 26 support professionals on supporting Microsoft's customers in a call center environment, bringing quality and profitable performance together;• Weekly 1:1 meetings with agents reviewing their results, targets, performance and goals;• Daily communications with Client (reporting/flagging bugs on the system);• Open case management;• Aged tickets management (finding a solution for uncommon issues);• Weekly meeting reviewing team's performance (KPIs) with leadership;• Operational Coaching;• Root Cause Analysis (identify reasons for unsolved tickets);• Weekly Business review meetings with Client/Microsoft;• Best practices meeting with other vendors and client;• Track lateness and sicknesses;• HR / disciplinary meetings;• Interview candidates.

Dublin - Ireland

• Support Microsoft's Products through phone and email;• Ensure that all customers are well supported in a professional and timely manner;• Provide troubleshooting steps for customer's issues and ensure resolution of every case;• Open case management;• Build reports of open cases for the whole team with breakdowns of priority;• Alignment with Tier 3 to provide any additional information for special cases;• Act as back up manager / Coach.

Dublin - Ireland

• Search for new business opportunities in the Portuguese/ English markets;• Coordinate Email Marketing Campaigns;• Manage and support Client’s accounts;• Manage company’s Portuguese daily newsletter;• Customer for the Portuguese Email Marketing Database.

Dublin - Ireland

While working there I have been part of projects focused in many different areas and companies such as Farnell, Panduit, Ubm,Canon, etc. Fully trained, I was successful in all those projects, delivering results exceeding the expectations and therefore extending my temporary contract. I have been involved in projects where it was necessary strong abilities in Portuguese, Spanish, German and English.

Diploma, Business Administration And Management, General

Activities and Societies: Strategic business managementThis business management evening course introduces participants to a range.

Diploma In Business, Management And Marketing, Diploma

• Business Management & Administration • International Business Communication • Marketing • Interpreting & Analysing Information

Certificate In English

As my first need in a foreign Country, I needed to improve my English skills to be able to work, study and live. I have reached.

High School/Secondary Diplomas And Certificates