Vienna, Vienna, Austria
A results-driven Customer Success Team Lead with 17 years of experience in customer service – 3+ years of experience in leading and supporting customer success teams to improve customer satisfaction, product adoption, and retention at Meister. I have a track record of delivering exceptional customer service and driving customer satisfaction in an award-winning, multi-language contact center, which has contributed to the success of Blizzard Entertainment. I thrive on the challenge of taking underperforming teams and turning them into high-performing teams. Leading process improvements, addressing employee skills gaps, planning a customer-centric strategy and executing it flawlessly so that customers can quickly receive maximum value from our solutions are some of the things I do best. Beyond crafting an inspiring vision, I excel at equipping teams with the essential tools, expertise, and learning resources needed to deliver customer success and assume responsibility for their outcomes. At Meister, I drove customer success team goals by mentoring, coaching and developing individuals while providing an environment conducive to learning and sharing new ideas – increasing knowledge company-wide. Throughout my career at Meister and Blizzard Entertainment, I have spearheaded high-impact initiatives that have propelled the success of customer service teams. My instrumental role in developing and implementing growth and optimization strategies for our customers has been critical to our success. I have led multiple customer service projects, including Retention, Refunds, Game Expert, and Twitch Moderation, with significant positive impact. Additionally, I played a key role in supporting a multicultural and multilingual customer service team to deliver one of the best CSat (Customer Satisfaction) and FCR (First Contact Resolution) throughout the year. Customer success boosts lifetime customer value, creates loyal customers, and provides helpful product insights. I constantly create robust customer success team training that ensured companies deploy the best customer success practices and maximize their effectiveness in improving the customer experience. Some of my achievements include ★ Awarded with Gold in 2018, Silver in 2017 and Bronze in 2010 medal, and other rewards for high performance and collaboration within the CS organization through internal recognition ceremony ★ Actively contributed to different CS projects like Retention, Refunds, Game Expert and Twitch Moderation ★ Let CSAT focus groups that successfully increased the overall CSAT in the team
As the Customer Success Team Lead, I work directly with customers as a first direct point of contact responsible for client satisfaction while providing strategic vision and direction to the customer success team – ensuring flawless delivery of world-class customer success solutions. Customer success excites me. This enthusiasm, coupled with my desire to inspire others to be the best they can be, drives my commitment to deliver the best possible career development solutions for my team members. In this leadership role, I focused on leading, mentoring, and managing the customer success team members. My primary goal was to drive the team's growth and each CSM’s career development; through regular coaching and feedback sessions, I helped team members identify areas for improvement and developed action plans to address these issues, resulting in an increase in employee engagement and a decrease in employee turnover. As a result-driven leader, I maintain full ownership of company set goals for this team and reports upwards. My initiatives enabled the team to form meaningful partnerships with our customers and ensured that our customers receive the highest level of service and support. By leveraging my industry knowledge, leadership skills, and client relations experience, I partnered with the head of the departments to define and optimize the customer lifecycle. Through this collaboration, we identified key touchpoints and implemented customer success activities that increased customer lifetime value. I also inspired a culture of client success company-wide by creating a customer-centric mindset and aligning goals and strategies across departments. Overall, my efforts ensured visibility and alignment of strategies by achieving cross-functional collaboration and driving customer success throughout the organization.
Customer Success exists to drive customer outcomes and value from our solution. As a trusted advisor to some of Meister’s most important customers, I established consultative and trusted relationships with customers in order to understand their business goals and how our solution can help them maximize their success. With a focus on customers growth, retention, and satisfaction, I provided strategic support to customers, helping teams get the full value from Meister’s software while maintaining a steady revenue stream. Leveraging my strong emotional intelligence and ability to work effectively with others, I strategically guided customers on how our software and partnership can impact their business to secure their top initiatives. Together with the Account Management Team, I synthesized and communicated product feedback gathered from customers and acted as a customer advocate to drive the retention and growth of key accounts.
I started at Blizzard Entertainment in January 2009 and I was immediately impressed by the ‘Blizzard Spirit’ everyone shared. Since day one I knew that I was working for my dream company and began to improve my skills to provide epic customer support. I consistently exceeded individual performance metrics while ensuring personal call quality met the company’s goals. Highly focused on delivering customer satisfaction, revenue, and profitability goals, I collaborated with other departments to assist customers with in-game, technical, account issues, compromised accounts, billing issues through phone, live chat, ticket system, and mail. Combining detailed analysis with strategic thinking, I delivered professional customer service while resolving difficult and sensitive cases including highly inappropriate harassments, scams, irate and abusive customers, ownership disputes, queue management, and action reviews Leveraging a deep understanding of specialized information in Blizzard’s databases, I provided solutions and recommended process improvements to CS and other departments. I also performed, identified and analyzed complex database searches of Blizzard’s servers for verification purposes. Within this role, I drove initiatives targeting regional CS organizational needs, promoted change in the environment through my coaching and mentoring skills, and led a team of 8 temporary employees during the launch of Battle for Azeroth. Selected Achievements • Contributed to the success of the Twitch Moderation project in Europe by taking ownership of scheduling gaps, coordinating tasks with the Esports team around the globe, and sharing experience/knowledge with the group • Successfully supported the Esports team on two events as a Player Manager; prepared, guided & taught new Player Managers for the role • Represented our company twice at Gamescom as a Co-Area Lead for one of our booths • Successfully coached and mentored a temporary staff agent to achieve rank 4 in 2012
I was promoted from a part-time role to a full-time role after 6 months due to my exceptional customer service performance. My primary drive was to professionally handle all customer queries regarding television fees; to achieve this, I investigated and calculated monthly income from customers through the documents they provided, and decided if it was possible to relieve them from their fees. Within this exciting role, I provided excellent customer service by handling incoming and outgoing calls from/to customers to consult them on the legal requirements that are required to get a relief of the fees.