Sebastian S.
Business Development Manager DACH and North Amercia at Air Label Score- Claim this Profile
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German Native or bilingual proficiency
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English Native or bilingual proficiency
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French Native or bilingual proficiency
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Spanish Limited working proficiency
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Japanese Elementary proficiency
Topline Score
Bio
Experience
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Air Label Score
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Belgium
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Consumer Services
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1 - 100 Employee
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Business Development Manager DACH and North Amercia
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May 2022 - Present
Air Label Score is the international certification that guarantees the best available information on the emissions of products in indoor air. Air Label Score assigns a score from A+ (very low emissions) to C (high emissions) to each tested product. This reflects the risk of toxicity by inhalation of the detected substances the product emits. Through this label, you can guarantee the non-toxicity of your products to your customers and your commitment to their health. Your customers will be able to distinguish the least harmful products. CSR, sustainability, R&D, regulatory affairs, QSE, solution development, partnerships, B-to-B, Marketing Show less
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Cowboy
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Belgium
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Appliances, Electrical, and Electronics Manufacturing
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1 - 100 Employee
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Technical Support Lead, Associate
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Sep 2021 - May 2022
E-mobility start-up: broad scope of responsibilities: team management and operations, logistics, customer relations.- Leading a team of 9 tech support experts for different markets from different backgrounds.- Hiring, onboarding, continuous training. Restructured onboarding procedure and training program. - Weekly 1on1s, daily stand-ups for updates, team organisation, staffing schedulingd. - Initiator for a new workforce management tool; research, prioritisation and implementation for the entire CS team of 25 people. - CS team well-being survey: prioritisation, brainstorming with relevant teams on action points, and respective implementation or delegation to responsible stakeholders. - Drive brainstorming sessions to funnel feedback internally and to other teams. Prioritisation. Action points. - Other projects: review tech support KPIs, automation processes for internal database management system, feedback on new internal platforms and databases with software team, etc. - Reviewing team and individual KPIs weekly and monthly. Increased NPS to up to 75. - Elaboration of company policy for employee protection towards internal and external actors. - Responsible for escalated cases, exchange policy, refund and compensation approvals, etc. Show less
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Technical Support Specialist
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Feb 2021 - Sep 2021
- Technical support for our digitalised products: hardware and software issue diagnosis, remote analysis, repair coordination, up to over 110 cases per week. Responsible for French and German market.- Consistent NPS scores above 90, CSat above 95, top level time to first action and solution performer. - Ticketing, shipment and mobile technician coordination. Follow-ups. - Internal process feedback and constructive inputs for project implementation e.g. customer profile creation.
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Customer Support Specialist
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Sep 2020 - Feb 2021
- Customer relations: responsible for German and French market, primarily B2C, some B2B. - Customer care from first point of contact, through sales to after services. Customer satisfaction ratings of over 95%. - Process analytics: key position to overview, analyse and facilitate overall processes within the start-up. - Active inputs on CS team processes and overall process optimisation, including customer journey categorisation and marketing strategy, IT logistics system optimisation, initiation of professional CS training. - Data analytics for team performance: daily analysis, accountability and feedback.- Net promotor scores, response times, satisfaction surveys. Show less
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駐日欧州連合代表部 • Delegation of the European Union to Japan
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Japan
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Government Relations Services
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1 - 100 Employee
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Trainee, Political and Economic Section
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Sep 2014 - Mar 2015
- UN World Conference on Disaster Risk Reduction coordination: performed as logistical facilitator for a 40-person strong EU delegation; coordinated programmes, briefing files, background documents for high-level visitors; delivered on-site support for EU Commissioners / Director Generals during closed-door and public meetings; prepared meeting minutes and reports, provided follow-up support. - Conducted qualitative and quantitative analyses as well as public/private/NGO stakeholder interviews. - Themes: Japan’s new Official Development Assistance Charter, Japan and the Pacific Islands strategy, Japan and East Asia relations, Security Development Nexus, 10th Asia-Europe Summit outcome overview. - EU-Japan Free Trade Agreement: prepared files, assisted during negotiations, drafted minutes, provided PR support. - Event management facilitator for external conferences and internal meetings: Trilateral Forum Tokyo 3, Cyber and Space Security Forum, EU political counsellors and delegation meetings. Show less
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Embassy of the Federal Republic of Germany to Japan
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Tokyo, Japan
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Assistant to Secretaries of Industry / Finance / Commerce
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Sep 2013 - Dec 2013
- Represented the embassy at various public events (fairs, receptions, seminars) including European Business Council committee meetings to discuss EU-Japan trade matters with businesses. - Trusted to work independently by supervising secretaries. Expanded stakeholder network, initiated and established contacts between business stakeholders with German Chamber of Commerce and German Trade and Invest. - Conducted qualitative and quantitative analyses as well as public/private/NGO stakeholder interviews. - Themes: Abenomics (official report for the Federal Foreign Office HQ in Berlin), Free Trade Agreement negotiations updates (EU-Japan, TPP, etc.), Japanese Small and Medium Sized Businesses (also official report to HQ). - Drafted and paraphrased protocols, background papers and reports. Flexibly gave logistical support. Show less
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United Nations University
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Japan
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Think Tanks
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100 - 200 Employee
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Junior Fellow, Office of the Rector
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Feb 2013 - May 2013
- Actively supported the Project Management Team that overlooked, monitored and analysed the projects of all UNU affiliated think-tanks and institutions. Executed fund and sponsor analysis, impact evaluation, restructuring planning and support of the around 250 ongoing projects globally. - Sponsor and funding transparency and reporting. Conference and event management. - Integral part of Office of Academic Affairs: Communicated, negotiated and helped with the implementation of the restructuring and extension of the 8 UNU graduate programmes worldwide. Faced and learnt how to deal with resistance to change. - Drafted and paraphrased policy briefs, meeting minutes and reports. Edited and issued internal weekly newsletter. Show less
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AIESEC in Switzerland
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Switzerland
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Non-profit Organizations
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1 - 100 Employee
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Vice-President of Outgoing Exchange
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Sep 2009 - May 2011
Association Internationale des Etudiants en Sciences Economiques et Commerciales (AIESEC), world's largest student run organisation present in over 100 countries - Individual and team coach on project and time management, team motivation. - Vice-President, Exchange responsible, leader of 2 teams with a total of 14 people from 8 different nations. Organised internship recruitment (40-60 interviews per semester), preparation and training (2 day seminars). Sales and Marketing for internship program. Redefined the strategy / structure and implemented changes successfully. Broadened University network from 1 to 4 Universities within Geneva. - Member of the Executive Board; Long term strategy planning and implementation. Facilitated weekly meetings. - National AIESEC Award for the most progressive member 2009 - Active Member, Project “Nour”, organising one day conference on the Middle East Show less
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Concorde Hotels & Resorts
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Hospitality
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200 - 300 Employee
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Concierge
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Apr 2006 - May 2006
- Direct customer contact - Providing inside information on Paris to international clientele - Direct customer contact - Providing inside information on Paris to international clientele
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InterContinental Hotels & Resorts
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Hospitality
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700 & Above Employee
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Bellboy
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Apr 2005 - May 2005
- Proving great flexibility and fast, efficient work - Learned how to communicate with a highly demanding clientele - Proving great flexibility and fast, efficient work - Learned how to communicate with a highly demanding clientele
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Education
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Waseda University
Doctor of Philosophy (Ph.D.), Development Economics and International Development -
早稲田大学 / Waseda University
Master of Arts (M.A.) in International Relations, International Economic Development -
University of Geneva
Bachelor of Arts (B.A.) in International Relations, Economics -
University of Geneva
European Language Certificate, French Language and Literature -
Glenalmond College
A-Level, Economics, Mathematics, Geography, French, German, Biology