Niklas Bruening
Account Manager Team Lead at Factorial- Claim this Profile
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Bio
Ekaterina Khvostova
Working alongside Niklas for almost two years was an absolute privilege. He consistently demonstrated himself as an exceptional professional, dedicated to driving the company forward and fostering the growth of his team. Niklas's keen attention to detail, active engagement, and innate ability to motivate others were truly remarkable. Moreover, his unwavering commitment to continuous learning and effective management of both people and projects exemplify his outstanding leadership qualities. I wholeheartedly endorse Niklas without any hesitation.
Ekaterina Khvostova
Working alongside Niklas for almost two years was an absolute privilege. He consistently demonstrated himself as an exceptional professional, dedicated to driving the company forward and fostering the growth of his team. Niklas's keen attention to detail, active engagement, and innate ability to motivate others were truly remarkable. Moreover, his unwavering commitment to continuous learning and effective management of both people and projects exemplify his outstanding leadership qualities. I wholeheartedly endorse Niklas without any hesitation.
Ekaterina Khvostova
Working alongside Niklas for almost two years was an absolute privilege. He consistently demonstrated himself as an exceptional professional, dedicated to driving the company forward and fostering the growth of his team. Niklas's keen attention to detail, active engagement, and innate ability to motivate others were truly remarkable. Moreover, his unwavering commitment to continuous learning and effective management of both people and projects exemplify his outstanding leadership qualities. I wholeheartedly endorse Niklas without any hesitation.
Ekaterina Khvostova
Working alongside Niklas for almost two years was an absolute privilege. He consistently demonstrated himself as an exceptional professional, dedicated to driving the company forward and fostering the growth of his team. Niklas's keen attention to detail, active engagement, and innate ability to motivate others were truly remarkable. Moreover, his unwavering commitment to continuous learning and effective management of both people and projects exemplify his outstanding leadership qualities. I wholeheartedly endorse Niklas without any hesitation.
Experience
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Factorial
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Business Consulting and Services
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Account Manager Team Lead
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Aug 2023 - Present
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Webhelp
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France
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Team Manager
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Feb 2022 - Jul 2023
- Managed and mentored a team of 10+ Team Leaders, Quality Analysts, Report & Backoffice Analysts to ensure their career path development- Coordinated the daily operations in a project of 100+ Team-Members- Led high performing teams under challenging SLAs and KPIs to meet the client expectations- Work collaboratively with third party providers (Salesforce, Hubtype, PCI Pal) identifying, improving, and monitoring the solution success criteria- Successfully coordinated the ISO re-certification campaign on a team level Show less
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Customer Service Supervisor
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Feb 2021 - Feb 2022
- Supervised a high performing team of 100+ Team-Members- Responsible for HR processes within the team (Recruitment/Talent Development & Retention)- Conducted regular performance checks to provide coaching and growth opportunities for team members to improve individual performance and overall team success- Assisted the Team Manager in compiling and analyzing operational trends and to be responsible for all additional tasks and assignments
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Customer Service Team Leader
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Feb 2020 - Feb 2021
- Led team of 20+ team-members for 6 different markets in 4 languages- Established and rolled out rapidly the remote working structure during the global pandemic while maintaining high service levels- Monitored performance/service standards to ensure productivity meets or exceeds service and quality- Pro-actively interacted with other departments within the company. Prepared management documentation and reports in a timely manner
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Customer Service Working Team Leader
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Jun 2018 - Feb 2020
- Handled complex customer escalations while maintaining the quality levels at 90%- Supported on daily business operations, handled administrative tasks and provided recommendations for process improvements- Monitored metrics, provided feedback, coaching, and reporting on data- Managed the workforce schedule of team members
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Customer Service Representative
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Nov 2017 - Jun 2018
- Resolved high volumes of customer inquiries,/complaints in a timely and efficient manner, exceeding team goals for customer satisfaction- Offering a brand orientated customer support, focused on long term customer relations via multiple channels (e.g. email, phone, live-chat)- Trained and assisted new employees on internal/client procedures and shared best practices- Quickly promoted to a senior position of increased responsibility within a few months of hire
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Community
