Hans Keller

Experience

• 

  Staples

  Jan 2009 - Jan 2017

  Sales Associate, Manager on Duty

  Oversaw guidance and support for employees in multiple departments and managed customer experience. __________Highlights – Efficiently managed multiple departments and handled interpersonal issues to quickly resolve employee disagreements. – Influenced reputational integrity through strategic de-escalation of customer issues, while ensuring highest possible satisfaction. – Identified and implemented enhancements to customer service, communications, and mediation processes to improve efficiency and customer satisfaction. Show less

• 

  GoDaddy

  Jan 2014 - Jan 2016

  Small Business Consultant

  Customer Care Representative Provided customer care at every customer interaction for publicly traded Internet domain registrar and web hosting company. __________Highlights – Carefully and diligently listened to customers to gather vital information while gathering information relative to overall success. – Ensured that communication is clear and comprehensible, ensuring individuals and teams can implement solutions. – Participated in cross-departmental collaborations to effectively and efficiently resolve issues and improve systems. Show less

• 

  Epiq Systems

  Jan 2016 - Jan 2018

  Data Processing Analyst, IT Administrator

  Conducted data processing services and researched improvements to overall user experience, analyzing metrics and KPIs to improve health information technology. Handled legal data and ensured functional learnings/operational best-practices are shared and leveraged across functions. __________Highlights – Designed documentation systems to simplify process handling across centers. – Defined digital patient experience project requirements through product analysis and users’ engagement to improve access for health providers. – Quickly developed an understanding of system shortcomings and provided solutions to allow health systems organize, store, and share electronic medical records. – Provided objective, thorough, and data-driven recommendations to leadership with clear and actionable suggestions to enhance healthcare information technology adoptions. Show less

• 

  GSI, Inc.

  Jan 2018 - Jan 2018

  Associate Systems Architect

  Managed deployment of new documentation platform to maintain efficiency and responsiveness for service excellence. Performed CNC related tasks, handling client requests in a professional, secure, and friendly environment. __________Highlights – Developed documentation to simplify and reduce setup time of new architects. – Strategically prioritized tasks and effectively managed responsibilities, ensuring high quality service and workmanship. – Delivered cutting-edge intelligence and maximized reliability performance in a sustainable way, capturing all opportunities to improve enterprise solutions. – Exhibited creative and logical thinking to provide effective solutions to resolve concerns in a timely manner. – Designed and implemented quality standards for easier deployment of new documentation platform to enhance best practices for business growth. Show less

• 

  Syntax

  Jan 2019 - now

  Customer Experience Specialist

  Collaborate in strategy refinement and collaborate with internal teams across the enterprise to drive key transformation initiatives for robust functionality. Plan and manage large scale customer portal rollout while generating documentation and workflows to simplify and reduce manual reporting. Lead functional team to translate strategy and agreed strategic program goals into tactical and actionable roadmaps for improved customer service delivery. Manage root cause analysis of high-severity operational incidents. __________Highlights – Develop and implement customer focused processes, NPS survey collection, and evaluation to drive critical goals. – Write and review technical documentation and workflows to execute on the roadmap and deliver on internal and external commitments. – Ensure customer experience strategy alignment and consistency of common features to deliver expected results. – Drive positive outcomes for customer experience, leveraging clear understanding of core issues, problem statements, and stated objectives. – Build process for strong relationship cultivation and management with focus on the evaluation of customer requirements for accurate/corresponding service. – Improve organization's reputation by maintaining brand consistency across all digital experiences and upholding ongoing learning on enterprise products/services. – Create customer journey maps and action plans based on uncovered data to inform developmental decision making. Show less