Thomas Zolleis
Senior Director Global Customer Support @Informatica
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WORK HISTORY
Senior Director Global Customer Support @Informatica
Seasoned Customer Support Executive driven by creating highly motivated teams of customer support staff who in turn establish loyal customer advocates. I believe in driving customer success and ensuring the highest rate of customer satisfaction. Pragmatic solutions, quality driven with a view to perfect processes and procedures to drive consistency and efficiencies. Experienced in building and managing support teams across Europe and collaboration with mutlilingual teams around the world. The teams have achieved number 1 ranking in Customer Loyalty as voted for by our customers through a survey conducted by TNS Prognostics for the past 12 consecutive years and rated Outstanding by TSIA and J.D. Power.
EDUCATION
University of Stuttgart
Diplom, Betriebswirtschaftslehre und Verfahrenstechnik, MBA & M.Sc.
ABOUT THOMAS ZOLLEIS
Excellent experience in People Management / Customer Care Management / Customer Service / Change Management / Customer Success Management / Escalation Management and Toubleshooting. Familiar with CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) and CES (Customer Effort Score) to measure customer satisfaction. Hired, led and managed strong multinational teams, advocating the right strategic. Excellent in teamwork and interpersonal communication. Ability to confidently facilitate team discussions and present and enforce company messages. Ability to work as an coach with strong active listening and mentoring skills and ongoing support for staff through individual development plans. USP/CSF/KPI driven. Business value and ROI oriented with a look at operational efficiency, retention and conversion rates. Able to forecast accurately and achieve set targets - result driven. Customer Focus - Quality Driven - Pragmatic solutions. Wege entstehen dadurch, dass man sie geht. Der Mensch hat immer zwei Überzeugungen. Eine wenn\'s ihm gut geht und eine wenn\'s ihm schlecht geht. Wichtig ist was hinten rauskommt!
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