Thomas Gottwald Email & Phone Number

Berlin Area, Germany

- PoC for new hires in support teams to ensure succesful onboarding and team integration- Providing feedback to team lead during new hire trial periods for effective evaluation- Taking ownership of complicated customer requests / issues from colleagues- Working in close collaboration with Customer Success and Sales team for best possible customer journeys- Providing technical support via phone and email, B2B- Communicating fotograf.de system specifics and capabilities to new and existing customers- Creative solution finding for various photographer specific requirements- Analysing and forwarding photographer feedback for website and shop improvements- Complaint and returned order management- Public FAQ article creation and rework

Berlin Area, Germany

- Providing technical support via phone and email, B2B- Communicating fotograf.de system specifics and capabilities to new and existing customers- Creative solution finding for various photographer specific requirements- Analysing and forwarding photographer feedback for website and shop improvements- Complaint and returned order management- Public FAQ article creation and rework- QA tasks, incl. test runs on new features and improvements using TestRail and Jira- Regression testing- Reproducing reported bugs and evaluating impact on system for prioritisation

Hamburg Area, Germany

• Forecasting impact of known issues in coming updates, working in close collaboration with QA and Producers• Organised and supervised automation tool test, point of contact for implemented tool• Providing Email support for all games and customer groups• Developing strategies for queue management and response time optimization• Analysis of open bugs to evaluate impact and finding appropriate solutions for customers• Implementation of Helpshift as primary support tool. Creation of FAQs, tagging system and queue filters• Recurring report of community feedback to producers and development teams with focus on high impact issues • Creation of a custom built training management system for internal trainers and external resources, including workflows for sign-ups, scheduling trainings and providing detail reports to supervisors about their teams• Full evaluation and rework of CS processes and procedures

Cork, Republic Of Ireland

- Design and delivery of support plan meetings and performance management for metric improvements- Coaching and workshop delivery in classroom environment for up to 5 people- Repeatedly recognised as one of the top performing agents in the European operation across all tiers, language groups and KPIs- SME for tools and customer related questions- Promoted to Specialist after constantly exceeding companies expectations.- Point of contact and SME for technical, billing, in game and irate customer escalations- Customer support on different contact channels: phones, email and online chat- Risk investigations and special initiatives to protect the integrity of Blizzard titles- Participated in development and implementation of special projects, including customer bonus schemes, new customer acquisition and proactive outreach to unsatisfied customers

Cork, Ireland

- Promoted after being one of the top performers in the company in CSAT, Productivity and first contact resolution over a period of 9 months. - Taking ownership of irate customers.- Trained to answer all customer requests on all contact channels.- Special task assignments such as exploit and harassment investigations.

Cork, Ireland

- Delivering customer support over chat, phone and email tools.- Responsible for the German and European market.- Trained in account and data security, internal CRM and KPI systems.

Hanover, Germany

Stage construction and planning for international and local shows, including Holiday on Ice, Rolling Stones, Madonna, R.E.M., Die ÄrzteSupervision of away fans and organisation of security during German Bundesliga Seasons 2005 - 2009 for Hanover 96, also including Confed Cup 2005 and World Cup 2006 security at Hanover 96 stadiumWhile working I successfully attended Volkshochschule Hannover (adult education center) and completed my Erweiterten Sek. I (GCSE equivalent) from 08/2004 – 06/2006 with mark average of 1.0