Paul Duke
Head of Partner Operations @Kleinanzeigen
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WORK HISTORY
Head of Partner Operations @Kleinanzeigen
Berlin, DE
Ensuring performance of our BPO partners meets our customers expectations.Coordinate Operations, Training and Quality Teams to optimize processes and ensure BPO partners can successfully support our customers
EDUCATION
University of Technology Sydney
BA (Tourism Management), Tourism and Travel Services Management
ABOUT PAUL DUKE
Customer Experience Professional with over 10 years of experience specialising in strategy development and implementation, leadership of international teams, optimization of processes and building tailored solutions for individual customer segments. Extremely versatile in pivoting approaches in rapidly changing environments. Highly effective at guiding global BPO partners and teams to deliver exceptional service and advocate for customer needs. Thereby driving tangible improvements in customer satisfaction, repeat purchase rate and reduction in contact propensity. Possess a unique expertise in data analytics to identify service opportunities and visualize alternative outcomes to customer journeys. Motivating Leadership personality utilising engaging communication, organised structures, clear approach to success and an empathy for people, which fosters a culture of excellence and continuous improvement.What I contribute10+ years of Customer Centric Strategic Mindset – I put the customer at the center of strategy design. 7+ years of Leadership – Managed teams globally raising in size from 3 to 22.Collaborator – Achieve performance targets through collaboration between key stakeholders.Influencer – Use my experience and communication skills in cross collaboration scenarios.Project Manager – Coordinate with department leaders and individual PMs to deliver to objectives.Agile approach – Implement with urgency, pivoting as needed to launch strategy on time.Change Management – Clear communication and expectations increase adoption.Why my company values me!Strategic Thinking – I connect quarterly progress to long term vision.Data Analysis – Numbers talk to me; I can read patterns and extract the underlying story.Present Confidently – I feel comfortable in front of leadership and adapt to my audience.Ability to admit mistakes – You learn, you move on, and you don’t repeat them.Australian Laid Backness – Yes, it is a thing and it’s handy to have in a stressful environment.
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