Oliver Pesé

- Delivering and driving strategies and programs that improve the position and profitability of the customer service sites, including all aspects of operational performance, employee engagement, change management, succession planning-talent management activities, and stakeholder management. - Defining, implementing, and monitoring processes and performance measures in a customer service/operational environment and building high-performing teams across various domains.

- Acted as an ambassador to outperform service level objectives and performance standards with the team. - Served as the main end-to-end point of contact for all customer account matters, including efficiently growing existing relationships while maintaining an active and repeat customer base. - Utilized employee relations expertise to identify issues, predict and mitigate risk, and develop and execute employee relations strategies and employee programs for frontline customer service.

- Spearheaded day-to-day management of the Customer Experience department while being responsible for implementing strategies, initiatives, and goals through the creation and maintenance of metrics, KPIs, and objectives. - Led the development, implementation, and evaluation of strategic and operational customer engagement plans, programs, and initiatives to align with the organization's customer experience vision. - Drove the ongoing development of a customer service culture across the organization

Spent 2 years as a full time professional poker player Competing in national and internanational tournaments

- Oversaw daily operations, assigned weekly performance goals and ensured completion, and resolved internal staff conflicts efficiently. - Recruited, onboarded, and trained high-performing employees to achieve sales, profitability, market share, and business plan objectives. - Maintained project timelines to ensure tasks were accomplished effectively while developing, implementing, and maintaining budgetary and resource allocation plans.

- Contributed operational information and recommendations to strategic plans and prepared and completed action plans while implementing production, productivity, quality, and customer-service standards. - Forecasted requirements, scheduled expenditures, and analyzed variances while initiating corrective actions. - Developed operations systems by determining product handling and storage requirements and implemented, enforced, and evaluated policies and procedures.

- Integrating Professional Experience - Management of Change - Applied Problem Solving in a Business Workplace - Dissertation (Exploring the relationship between adaptive performance, organisational commitment and an employee´s resistance to change)

Introduction to Strategy Managing Projects for strategic advantage Integrating Economics Financial Management Operation and Supply Chain Management Information Management Systems Marketing Building Human Capital Leadership and Change Sustainable Competitiveness

General Management Financial Management Economics Leadership People Management Marketing and Customer Service