Patrik Knoll

• Strategische Ausrichtung Operations-Team • Optimierung der Operations-Prozesse • Steigern die Effizienz des Teams • Reibungsloser Ablauf von Vertrags- und Preisverhandlungsprozessen • Führen, motivieren und entwickeln von Mitarbeitern • Erarbeitung und Einhaltung von Qualitätsstandards und Kundenorientierung • Gewährleistung von Wissensmanagement und Themenverantwortung • Budgetplanung und Einhaltung

Provide both tactical and strategic direction to customer service management teams. - Play a significant role in long term planning including initiatives geared towards operational excellence. - Responsible for multi-level talent assessment and career development within the department. - Assist with headcount forecast, budget and manage operational expenses. - Encourage and train team managers in coaching their groups. - Manage integrity of customer experience.

Lead 32 subordinates. - Employee performance reviews. - Guide senior customer service representatives. - Resolve personnel issues. - Develop and implement processes and procedures to improve quality and efficiency. - Identify and develop departmental procedures and standards, and ensure compliance. - Provide documentation on methods and outcomes of coaching and disciplinary actions. - Ensure service level agreements are met. - Complete special projects as assigned. - Manage operational expenses.

Support a team of 15 customer service representatives through day-to-day responsibilities. - Support team managers in performance management and employee development. - Build and execute coaching plans as approved by the team manager for each assigned team member to drive incremental performance improvement. Point of contact for answering questions on troubleshooting and resolving customer issues within departmental policies and procedures.

Supervision and leadership of 20 staff. - Oversight of curriculum development and training facilitation.

Curriculum development for CS staff training. - Facilitation of CS new hire and existing staff training.

Customer interaction review with focus on first contact resolution, process and policy compliance, as well as identification of best practice.

Front line customer interaction and support

This MBA course offers a broad understanding of all the important functions of an organisation: accounting, finance, strategy, human resources, IT, marketing and operations. It is designed to allow me to contribute more effectively to my organisation.

This intensive course comprehensively covers the role of the HR professional in today’s world. Based on the solid foundation of organisational structure, environment and its related systems, the student acquires a sound understanding of human resource management as a professional career path.