Gösta Kunze

Bis 2024, Customer Service Team Manager DE/AT, Trade Republic Bank GmbH
Berlin, Deutschland

Fähigkeiten und Kenntnisse

Coaching
Business acumen
Team leadership
Compliance
Kundenservice
Kundenbetreuung
Führung
MS Office
Management

Werdegang

Berufserfahrung von Gösta Kunze

  • 3 Jahre und 7 Monate, März 2021 - Sep. 2024

    Customer Service Team Manager DE/AT

    Trade Republic Bank GmbH

    • Manage a team of up to 20 customer service associates • Monitor and manage team performance • Conduct regular feedback sessions to maintain awareness of individual performance and quality • Collaborate closely with other departements to ensure continuous optimization • Make strategic decisions to constantly maintain service levels • Implement new tools and responsibilities to the existing service structures • Channel feedback from the team to help our customer service remaining a desirable work space

  • 7 Monate, Aug. 2020 - Feb. 2021

    Elternzeit / Parental leave

    Home

    Taking care of my newborn son.

  • 2 Jahre und 4 Monate, Apr. 2018 - Juli 2020

    Senior Agent Business Support DE/A/CH

    PayPal Deutschland

    Core Duties: • Provide leadership, guidance, assistance and mentoring to Agents by answering questions, providing feedback, identifying training opportunities on customer issues, and supporting all areas of the Business Support strategy. • Complete Quality Monitoring each month, monitor the results and give appropriate feedback. • Identify and analyze employee-training needs and requests. • Handle escalated calls as they are presented.

  • 1 Jahr und 6 Monate, Okt. 2016 - März 2018

    CS Limitations Senior Agent

    PayPal Deutschland

    •Point of Contact for Compliance( KYC / KYB ) related issues •Collaborate with other professionals to develop training presentations and information as required for new Compliance related procedures. •Handle special Onboarding projects. •Provide guidance, assistance and mentoring to Agents by answering questions, providing feedback

  • 3 Monate, Juli 2016 - Sep. 2016

    Contingency Team Lead

    PayPal Deutschland

    Review, communicate and coach to daily performance, quality, behavior and attendance standards at the individual and team level. • Schedule, prepare and lead 1:1 coachings, team learning sessions and stand-ups that are interactive, engaging and agent driven based upon developmental needs • Know and support company and departmental procedures; regularly review and ensure that agents follow procedures, process flows and guidelines. • Participate in teammate selection, internal talent movement

  • 1 Jahr und 11 Monate, Aug. 2014 - Juni 2016

    CS Limitations Specialist

    PayPal Deutschland
  • 2 Jahre und 8 Monate, Nov. 2011 - Juni 2014

    Account manager

    Competence Call Center

    Account manager for mobile.de

Ausbildung von Gösta Kunze

  • 6 Jahre, Sep. 1996 - Aug. 2002

    Wirtschaftswissenschaft

    Humboldt-Universität zu Berlin

Sprachen

  • Englisch

    Fließend

  • Deutsch

    Muttersprache

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