Thomas W.

Experience

• 

  Heppelmann & Reinke

  Aug 1995 - Jun 1998

  Apprentice to Retailer

  Responsible for refilling and ordering productsSelling goods to customersDoing sales conversationBuilding up a good communication skillOrdering goods for customers via BTX, phoneResponsible for all apprentice at work

• 

  McDonalds Germany

  Apr 2001 - Mar 2002

  Assistant Restaurantmanager/Hamburg

  Management of the shift work of the team. Doing tests and coaching on teammembers and follow-ups Ensure that advertising products are ordert, well sorted and fair enoughEnsure that point-of-sale advertising is build up every 4 weeksFollow-up if advertising sales are going well and report to lead managerDoing daily reports with lead managerDoing weekly reports with the teamParticipate in the writing of a weekly report that will summarize the main issues encountered and solutions applied, as well as the expectations of our customersPlanning monthly/weekly work schedule and holiday for the teamPlanning shifts/rotations for the teamEnsure McDonalds model for quality assurance is followed step by step Show less

• 

  Bauhaus Hamburg Moorfleet

  May 2002 - Oct 2007

  Department Manager

  Provide day-to-day support for the customers. Responsible for add/order/setup advertise products. Responsible for a team of up to 10 people. 1st and 2nd point for customer care.

• 

  Alchemic Dream

  Jan 2006 - Sept 2007

  CSR / Gamemaster

  Ensure CS for Archlord and LOTRO

• 

  GOA Games Ltd

  Oct 2007 - Oct 2009

  Customer Support team lead

  Responsible for a multi-national 15- 20+ Customer Support Team of CSRs in all aspects of management. Products:• Warhammer Online: Age of Reckoning• Pangya (F2P)• Kart'n'Crazy (F2P)• Warrior Epic (F2P)• League of Legends (F2P)Sucessfully launched Warhammer Online on 18th September 2008. Around 500k Player.

• 

  WEBZEN Dublin Ltd.

  Nov 2009 - Mar 2014

  Customer Support - Customer Support Specialist Managing and full responsibility for the whole Customer Support Operations for the German Market AO

  • Customer Support Specialist

    Feb 2013 - Mar 2014

  • Game Master/Quality Assurance

    Nov 2009 - Mar 2014
• 

  Squarespace

  Mar 2014 - now

  Working on direct solutions and requests within Account/Billing Administraton/Domains for our stackholders, like our customers, our Customer Operation Teamleads and Experts and Customer Operation Advisors.Working closely with our different engineering teams to forward issues/feedback/improvements towards workflow/ui/customer requests in NYC. Working on direct solutions and requests within Account/Billing Administraton/Domains for our stackholders, like our customers, our Customer Operation Teamleads and Experts and Customer Operation Advisors.Working closely with our different engineering teams to forward issues/feedback/improvements towards workflow/ui/customer requests in NYC. Level 2 Ticket handling.Troubleshooting and guidance for domain questions for customers and in-house solutions.

  • Senior Product Support Specialist

    Aug 2020 - now

  • Product Support Specialist

    Jul 2015 - Aug 2020

  • Domain Expert

    Jan 2015 - Jul 2015

  • Customer Care Specialist

    Mar 2014 - Jul 2015