Patrik Knoll
Angestellt, Head of Contract Management and Operations, GULP - Experts United
Abschluss: Executive Master of Business Administration (MBA - First Class Honors), University College Cork
Frankfurt, Deutschland
Werdegang
Berufserfahrung von Patrik Knoll
Bis heute 1 Jahr und 7 Monate, seit Dez. 2022
Head of Contract Management and Operations
GULP - Experts United• 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
4 Jahre und 3 Monate, Feb. 2017 - Apr. 2021
Group Manager - Customer Service
Blizzard Entertainment
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.
5 Jahre und 4 Monate, Okt. 2011 - Jan. 2017
Team Manager - Customer Service
Blizzard Entertainment
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.
2 Jahre, Nov. 2009 - Okt. 2011
Senior - Customer Service
Blizzard Entertainment
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.
2 Jahre, Dez. 2007 - Nov. 2009
Senior - Customer Service Quality Control
Blizzard Entertainment
Supervision and leadership of 20 staff. - Oversight of curriculum development and training facilitation.
1 Jahr und 7 Monate, Juni 2006 - Dez. 2007
Trainer - Customer Service Quality Control
Blizzard Entertainment
Curriculum development for CS staff training. - Facilitation of CS new hire and existing staff training.
10 Monate, Sep. 2005 - Juni 2006
Representative - Customer Service Quality Control
Blizzard Entertainment
Customer interaction review with focus on first contact resolution, process and policy compliance, as well as identification of best practice.
7 Monate, März 2005 - Sep. 2005
Game Master
Blizzard Entertainment
Front line customer interaction and support
Ausbildung von Patrik Knoll
2015 - 2016
Business Administration
University College Cork
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.
2013 - 2014
Human Resource Management
University College Cork
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.
Sprachen
Deutsch
Muttersprache
Englisch
Fließend
Französisch
Grundlagen