Carlo Hefner

Experience

• 

  Sporthaus Ingelheim

  Jun 2002 - Oct 2010

  Self employed owner. Responsible for all decisions and operations Head of sales for all field of business including apparel, shoes, winter and fun sports Trainee in salesmanship, accounting, purchasing, leading of small buisness

  • Owner

    Sept 2006 - Oct 2010

  • Head of Sales

    Jul 2004 - Sept 2006

  • Trainee

    Jun 2002 - Jun 2004
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  Blizzard Entertainment

  Oct 2010 - Sept 2018

  Providing training for CS agents for our main KPI´s productivity, first contact resolution and customer satisfaction.Part of the policy & procedure creation team, special account action team and special customer care team.Handling all customer contacts via - Ticket - Email - Live Chat - PhoneResponsible for German and English speaking customers at the fields of - Accounts - Ingame - Billing - Tech - Forum moderation Team leader for Overwatch at Gamescon 2017 in Cologne. Taking care of all business decisions regarding the Overwatch booth like team management (7 internal, 10 external staff members), security, IT, PR & Media, queue management, customer satisfaction, Esports and live streaming & broadcasts with focus on the high visibility of the flagship product. Team Co Leader at the Diablo3 booth. Taking care of external (5) and internal staff (5) and managing the day to day business on GamesCon for our booth. Assisting the team leader with all decisions in regards of team management, security, IT, queue management and customer satisfaction. Part of the Overwatch presentation team that run the Overwatch booth at European Road to Blizzcon 2015 in Prague. Presenting Overwatch to the public, assisting customers 1 to 1 and perform everyday duties on the booth and helping with executing one of the biggest Esports event in Europe. Part of the Overwatch presentation team that run the Overwatch booth at Gamescom 2015 in Cologne. Presenting Overwatch for the time to the public, assisting customers 1 to 1 and perform everyday duties on the booth. Handling all customer contacts via - Ticket - Email - Live Chat - PhoneResponsible for German and English speaking customers at the fields of - Accounts - Ingame - Billing - Tech

  • Customer Service Represantitive Level 2

    Mar 2013 - Sept 2018

  • Overwatch Team Lead, Gamescon 2017 Cologne

    Apr 2017 - Aug 2017

  • Diablo3 Booth CoLead at Gamescom 2016, Cologne

    May 2016 - Aug 2016

  • Team Member European Road to Blizzcon, Prague

    Aug 2015 - Oct 2015

  • Team Member Overwatch, 1st public playable version at Gamescom 2015

    May 2015 - Aug 2015

  • Customer Service Represantitive Level 1

    Oct 2010 - Feb 2013
• 

  Irish Fairytale Yarns

  Mar 2014 - now

  Co-Founder

  Co Founder of the indy dyeing company Irish Fairytale Yarns. Producing and selling hand dyed yarns and fibers online and on international festival markets. Responsible for:WebshopSalesFinanceCustomer SupportSourcing

• 

  University College Cork, Ireland (UCC)

  Feb 2015 - Sept 2018

  Coach and manager of the international Olympic Handball Club of the UCC. I am responsible for - training in general - competition scheduling - player management Coach and manager of the international Olympic Handball Club of the UCC. I am responsible for - training in general - competition scheduling - player management - club management - sponsoring SME for Olympic Handball, for upcoming teachers. Providing support on how to teach Olympic Handball in schools regarding topics, structure, set up, goals and development.

  • Coach Olympic Handball female Team

    Oct 2016 - Sept 2018

  • Head Coach & Manager Olympic Handball

    Aug 2012 - Sept 2018

  • Subject Matter Expert on Olympic Handball for Sports Studies and Physical Education

    Feb 2015 - Aug 2018
• 

  Bergfreunde

  Nov 2018 - now

  Responsible for all technical systems in the customer support division at Bergfreunde with Zendesk & Salesforece & Babelforce in particular and including - technical development- technical maintenance- change management- advising CS leadership about trends and possibilities - coordination of external partners- creating tools and processes to improve KPIs and agent quality of live at the same time Fully responsible for a team of 18 multinational pre sale agents in terms of all relevant day to day business including- employee development- meeting KPI & SLA targets- disciplinary & administrative tasks- founding and leading a new b2b sales team with strong focus on customer relations and salesPart of the CS leadership team at Bergfreunde with tasks in- process optimization- CS innovations- customer focused development

  • CS Application Manager

    Jul 2022 - now

  • Team Lead Pre Sales, Gearheads

    Nov 2018 - Dec 2022
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  TSG Reutlingen

  Mar 2019 - Aug 2021

  Handball Coach Female Team

  Handball Coach Female Team with focus on including young and aspiring players into the adult teams

• 

  Harzkoenig.com

  Jun 2020 - now

  Co-Founder

  Co-Founder at Harzkoenig.com. Specialized in Handball resin and cleaning products and general Handball goods. Partner with several clubs of the German 1st & 2nd Division male & femaleResponsable for all business desicions