Roman Melzer Email & Phone Number

Otterfing, Bayern, DE

As a highly experienced Customer Care specialist with expertise in eCommerce, digitalization of services, RPA, and AI-based support, I am uniquely qualified to drive success in this role. With more than two decades of experience in the customer service industry, I have a proven track record of delivering exceptional customer experiences and driving.

Stuttgart, Baden-Württemberg, DE

• As the Director of the Customer Care & Product Advisory department at Internetstores GmbH, I led a team of over 100 highly motivated colleagues to elevate our services. We offered our services in 14 languages and.
• Defining and implementing a new strategic direction for the department to ensure we were well-positioned to meet the evolving needs of our customers
• Developing a new technological approach to service and product advisory, which included the launch of AI features to deflect tickets and enhance customer self-service options
• Driving efficiency through automation, process optimization, and system-supported WFM (Workforce Management)
• Enhancing our service offerings in strategic markets and upgrading our services in new markets to ensure we met the needs of our customers
• Establishing a new service culture across all teams to ensure that our colleagues were empowered and motivated to deliver exceptional customer experiences

Munich, Bayern, DE

• Managing all internal customer care representatives in each country market to ensure the highest levels of service quality and customer satisfaction
• Coordinating and managing external customer care service providers with over 650 agents to drive efficiency and productivity
• Defining and implementing the strategic direction of the Customer Care department, including the development and implementation of customer-centric philosophy and initiatives to further increase customer satisfaction
• Managing contracts and controlling external service providers to ensure that SLAs and KPIs are being met
• Developing and implementing concepts to reduce and avoid error-related contact volume, including the introduction of AI features to deflect tickets and enhance customer self-service options
• Advancing the self-developed customer care software to extend its functionalities and capabilities

• Leading the development of complex, large scale, multi-year (high cost, high complexity and/or high risk) enterprise solutions
• Defining project scope, project delivery timelines and resource requirements to enable successful project delivery
• Acting as senior leader in practice area, supporting our customer care units in the US and Europe
• Understanding and speaking to both the business and technical requirements and components of a solution
• Contributing to operational readiness, organizational change management and service excellence
• Performing personnel management responsibilities including, but not limited to involvement in hiring and termination decisions; coaching, mentoring, and professional development

• Providing leadership for internal employees and effectively partner with other department leaders
• Developing strategies and plans for an enhanced service and support model
• Reporting on key statistics and metrics, including Net Promoter score
• Defining and developing the required infrastructure and measurement/metrics systems to manage function, measure/report performance, service levels
• Ensuring supervision and coverage across all hours, including weekends and holidays
• Participating in cross functional growth initiatives and providing support as appropriate

München, Deutschland, DE

• Adding an interactive part to the current service approach, by launching self-service areas, automated feedback and smart FAQ's
• Restructuring current schemes, developing new advanced strategy and plansfor the service and support model in Europe, managing volume and languages (German, English, French, Italian and Dutch)
• Developing and implementing the required infrastructure in order to extractdata for a sophisticated KPI measurement and monitoring
• Contributing in initiatives and providing knowledge to areas like e-payments, fraud analysis and appropriate countermeasures
• Providing assistance, mentoring and advice to my entire team

Hattingen, NRW, DE

• Responsible for all internal customer care and product department teams (strategies and projects)
• Management of an external service center with > 120 service agents (forecasting, KPI monitoring, workflow optimization, quality assurance)
• Organization of all e-payment providers (contract negotiations, implementation, scoring, screening for new payment methods)
• Enhancement of all fraud prevention measures (monitoring, statistics, pattern recognition, adjustments)
• Responsible for all customer care areas within all current projects (new ERP system, home page re-launch, MAGENTO implementation, internationalization, department re-structuring)
• Microsoft Dynamics AX 12 Key User with broad and deep understanding for complex flows and procedures

• Technical and disciplinary responsibility for all European, North American and Asian teams, including recruitment, employee motivation and further training
• Implementation of employee training in the fields of service orientation, professional complaint management and independent work
• Coordination of all payment service providers (national and international)
• Definition, control and continuous adjustment of all internal and external anti-fraud tools and measures
• Conception of strategic orientation of all kinds of customer service activities (for all international teams) in accordance with sustainable service levels
• Analyses and reporting of all significant KPIs

DE

• Management of individual teams with a total of 56 employees
• Budget responsibility € 2.3 million
• Project responsibility in the Customer Service area for all international call-in projects at 9Live Fernsehen GmbH (including Croatia, Hungary, Spain, Belgium, Sweden, Denmark and Colombia)
• Management of external, international service units
• Responsibility for the implementation of new processes and their continuous optimization
• Identification, permanent further development and control of reporting for central service KPIs

DE

• Optimization of existing work processes and development of new processes
• Conducting interviews and staff disciplinary meetings
• Implementation of a modern ACD system to increase the efficiency of the 9Live service centre
• Co-development of a cross-divisional CRM software
• Development of new CRM processes for 9Live and the 9Live GOLD bonus programme
• Management of the project >>External GOLD Recruiting<<

DE

• Establishment of a new, efficient service structure for the fields of prize registration, prize management and viewer relations service
• New development as well as continuous optimization of the TV production list application
• Staff and deployment planning responsibility for the 9Live call centre (33 employees)
• Participation in workshops for the improvement of in-house workflows
• Cooperation with an external IT company in the development of an Oracle-based database for the departments of 9Live Direkt
• Management and support of various software projects

Madrid, ES

• Realization of various outbound campaigns in the O2 Germany retentions area
• Establishment of a back-office team with termination process management as the core competency
• Planning and execution of training courses at several O2 Germany locations
• Support of the VIP journalist and complaints hotline
• Phone-based marketing of the entire product portfolio of O2 Germany

Advanced Technical College Entrance Qualification, Education Science & Applied Psychology

General Certificate Of Secondary Education, Mathematics And Sciences

Education record