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 • Collaborating closely with senior stakeholders • Handling escalations and resolving complaints as needed • Daily collaboration with various departments including HR, Training, Capacity Planning, Workforce Scheduling, and Operations Excellence • Submitting hearings and working closely with the German works council • Overseeing Vendor Contact Management and Retail Business Services • Managing Accounts Payable and Accounts Receivable • Proficient in EDI - Electronic Data Interchange • Expertise in Chargeback, Transportation, and Dropship/Direct FulfillmentAdditional Highlights: • Efficient and diligent team leader and coordinator • Thriving in fast-paced, high-pressure situations • Analytical thinker with a knack for identifying root causes • Excellent problem-solving skills • Social and empathetic team player • Enthusiastic and energetic with a positive attitude towards change • Experienced project leader • Trainer for "Amazon Career Skills - Excel for Beginners and Intermediate" • In charge of quarterly salary increase reviews, a KPI-based performance review for 18 SPS Supervisor teams and 350+ associates

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 reporting structures.Key Responsibilities: • 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 • Consolidating data from different sources and databases • Scheduling meetings and training sessions for colleagues • Assisting colleagues with VBA coding • Proofreading documents in English • Performing basic office tasksMy most significant achievement at BorgWarner was motivating and teaching my colleagues to embrace new problem-solving solutions with VBA, moving away from outdated methods. I'm also proud that the tools I developed continue to be used even after my departure from the department.

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 managed.Key Responsibilities: • 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 • Serving as the primary point of contact for troubleshooting questions and resolving customer issues • Implementing departmental policies and procedures and ensuring employee comprehension and adherence • Maintaining consistency and alignment with peers, both regionally and globally • Utilizing leadership experience and team-building skills to foster a cooperative, enjoyable, and positive work environment • Organizing team meetings to address policy and other upcoming changes • Acting as an escalation point for suicide reports and irate customer escalations via phone or email, with a final report to senior management and legal authorities • Providing recruitment and relocation support for new employees to help them integrate into the work environmentThe opportunity to learn and grow in a fast-paced environment greatly enhanced my people management skills. The methods and techniques I acquired are still in regular use.

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 Account Administration. The goal was to combine the knowledge of these performers in a single and compact specialist team to identify areas of improvement within company workflows and policies, increase customer satisfaction, and provide an internal point of contact for cross-departmental requests.As an Account Administrator at the time and a former specialized Customer Support Representative, I was selected to represent the Account Administrator department during this test phase. The initial test period was set for 2 weeks but was immediately extended once the potential of the team was identified.Key Responsibilities: • 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 • Scheduling to ensure queue coverage at all timesThe success of this pilot project led to a complete global revamp of all customer service departments, and representatives were no longer trained in single fields but, from then on, in all support areas.

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 contact for customers affected by account closures and warnings. I was in daily communication with departments such as In-Game Support, Billing and Technical Support, Community, and the Legal department.Key Responsibilities: • 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 • Protecting the integrity and security of customer accountsAfter quickly adapting to my new role and being open to changes in the company's structure, I was asked to represent my department in a global pilot project called the Total Support Team.

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: • Planning and conducting ECCO Events (Enhanced Customer Care Opportunity) • Investigating and restoring compromised customer accounts as part of the role as a Specialist • Investigating and addressing harassment/threats that could lead to warnings on customer accountsAchieving and surpassing CSAT, FCR, and AHT allowed me to become the first German customer service representative in Cork, Ireland, to join the Account Administration Team (Special Account Management).

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