Manuel Prueter

Current

Team Manager at Sitel

Past

Customer Support Supervisor at NCsoft Europe
German CS Team Leader at NCsoft Europe
German CS Representative at NCsoft Europe

System Engineer at SANG Computersysteme GmbH

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Education

Ruhr-Kolleg
Städt. Realschule Kappeln

Recommended

3 people have recommended Manuel

Connections

102 connections

Industry

Computer Games

Websites

My Company

Manuel Prueter’s Summary

This year I've celebrated 10 years of customer service within several fields and all kind of customer personalities.

My goal is to exceed my given targets, to strive for the maximum customer satisfaction within the available resources, and to constantly improve communication and work flow using a SMART approach. I have realised IT and CS projects ranging from hospital data storage facilities and desktop support, over migration planning of the IT infrastructure of steel fabrics to supporting customers of online games with a multi-million player base.

The satisfaction of customers as well as employees, outsourced agents and direct reportees caring for the enquiries, the rewarding "Great job" of every contact is what motivates me, rewarding for a constant planning, monitoring and optimization of existing or to-be-created processes and work environments.

Manuel Prueter’s Specialties:

Cisco IOS, online games business, RightNow support interfaces, recruitment and staff planning, customer needs, deep knowledge about trends and future of gaming.

Manuel Prueter’s Experience

Team Manager

Sitel

(Privately Held; Outsourcing/Offshoring industry)

November 2008 — Present (1 year 2 months)

Managing the day-to-day operations for the outsourced game masters of Eve Online, including shift planning, performance reviews and KPI managing.
Acting as Subject Matter Expert for all Gaming campaigns, helping Sitel/ClientLogic's BizDev team getting new clients on board, and assisting the Operation Managers with in-depth knowledge about all areas of Gaming and support, recruitment and process analysis.
Customer Support Supervisor

NCsoft Europe

(Public Company; Computer Games industry)

June 2007 — September 2008 (1 year 4 months)

Managing all support operations, including managing outsourced support projects in Germany and India, training of new staff members both locally and remote, quality assurance of all support in Europe, and statistical tracking of CS activities. Providing guidance for Team Leaders, doing Business Reviews with BPO partners and acting as point of contact for all support-related matters.
Also, spearheading the fight against IP piracy and shutting down illegal Lineage 2 servers, and provide optimisation plans to developers in order to increase both RPU and customer retention.
German CS Team Leader

NCsoft Europe

(Public Company; Computer Games industry)

February 2006 — May 2007 (1 year 4 months)

Managing the German Customer Service Team for all NCsoft Europe titles from staff planning, recruitment and job interviews, quality assurance of reportees' customer service, and all other facets of a team leading role. Also being the point of contact for all Tech-related questions and stand-in for the Guild Wars Project Lead.
German CS Representative

NCsoft Europe

(Public Company; Computer Games industry)

October 2005 — February 2006 (5 months)

Handling the German support for the Guild Wars franchise, including gameplay questions, technical issues and EULA enforcement, as the only 2nd and Final tier supporter. Writing and translating articles for the self-help knowledge base, and providing help answering Tech-related questions by customers for the whole support team.
System Engineer

SANG Computersysteme GmbH

(Information Technology and Services industry)

August 2002 — May 2004 (1 year 10 months)

Being first point of contact for contracted clients and providing Help desk services. Giving advice to Sales team to create additional revenue, executing exciting projects ranging from migration of Token Star to Ethernet in steelworks to installing whole IT infrastructures for hundreds of users in rescue coordination centres and hospitals.