Nico Roos Email & Phone Number

Virtual Location

• Key Responsibilities:
• Responsible for and managing all remote-working Vendor Contact Management Teams for DE and PL marketplaces based in Germany and Ireland
• Successfully managing and developing 5+ SPS Supervisors and up to 100+ Associates within a remote team
• Leading the hiring process for Individual Contributor and Supervisor roles
• Designing and implementing team performance goals for continuous improvement
• Analyzing platform performance metrics to drive actionable insights

Virtual Location

• Key Responsibilities:
• Successfully managing and developing 20+ Associates
• Implementing and monitoring individual performance goals
• Reviewing and analyzing team performance metrics

Kirchheimbolanden

• As a Working Student at BorgWarner, I gained valuable insights into finance and project controlling. I had the opportunity to work on various projects and introduce my own ideas to create new tools and enhance existing.
• Handling cross-departmental requests, including reporting
• Developing new tools and solutions using VBA for Excel
• Repairing, refurbishing, and improving tools as needed
• Automating cross-departmental reports using VBA for Excel
• Generating reports from SAP (CO/FI/PS) for further processing

Cork, Irland

• As a Customer Service Team Leader, I was responsible for daily task evaluation and monitoring within the team. I oversaw the team's daily operations and performed a wide range of duties tailored to the team I.
• Leading and supporting a team of up to 30 Customer Service Representatives in daily responsibilities to deliver top-quality support
• Monitoring and maintaining employee performance and quality metrics (using KPIs) for coaching purposes in preparation for 1-on-1 meetings
• Creating and executing coaching plans for each assigned team member to drive incremental performance improvement
• Adapting coaching styles based on the situation to provide specific and constructive feedback
• Managing team performance in customer satisfaction as measured by survey results to exceed departmental goals

Cork, Irland

• The Total Support Team was a global test project comprising the top performers, measured by CSAT, FCR, and AHT, from 5 different departments: Technical Support, Billing Support, In-Game Support, Quality Control, and.
• Development and creation of a TST handbook
• Writing and proposing new policies for previously unknown cases and scenarios
• Handling complaints, compromised accounts, and complicated issues of any kind
• Sharing best practices and consistently providing feedback to management
• Shadowing, coaching, and mentoring new team members

Cork, Irland

• As an Account Administrator, I was responsible for maintaining the integrity of customer accounts in an effective manner and making discretionary decisions regarding account closures. I served as the final point of.
• Creating weekly reports for management
• Generating reports of account closures for the Legal department
• Meeting daily targets with high-quality standards
• Investigating and reviewing cases forwarded from other departments
• Making discretionary decisions in account disputes

Cork, Irland

• First and second-level customer service for a complex product with enthusiastic customers.Key Responsibilities:
• Assisting customers with inquiries regarding products from Blizzard Entertainment and their customer accounts via chat, phone, and email
• Investigating issues and inquiries of any kind and ensuring timely resolution
• Recording customer data
• Providing information to customers regarding their customer accounts, transactions, payment information, and answering questions about products
• Other duties as assignedIn addition to my regular duties, I was tasked with performing ECCO activities and special assignments:

Dublin, Irland

• Key Responsibilities:
• Building customer rapport
• Conversation control and de-escalation
• Workflow optimization
• Efficient information gathering for a frequently changing and complex product
• Reaching and exceeding KPIs

Eisenberg/Pfalz

• Basic office work
• Handling customer requests by phone, email and face to face
• Handling cases of insurance in a fast and efficient manner
• Issueing insurance policies
• Mainly sales service

Eisenberg/Pfalz

• Key Responsibilities:
• General office work
• Handling customer requests by phone, mail, and in-person
• Rapid and efficient processing of claims
• Issuing new/modified contracts
• Mainly sales service

Eisenberg/Pfalz

• Key Responsibilities:
• Basic office work
• Handling customer requests by phone, email, and face-to-face
• Handling cases of insurance in a fast and efficient manner
• Issuing insurance policies
• Mainly sales service

Frankenthal

• Key Responsibilities:
• Modifying existing websites (HTML, JavaScript, PHP)
• Setting up webspace on LINUX/Windows servers
• General office work
• Modifying existing server racks and replacing hardware components