Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Languages
Work Availability
Quote
Timeline
BusinessAnalyst
KILIAN KÜHL

KILIAN KÜHL

Graphic Design / Team Lead / Manager / UX Design
Carrick On Shannon,Leitrim

Summary

Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of serving clientele.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Experienced Graphic Artist and Designer bringing 20 years' experience applying technical and creative abilities to diverse customer projects. Highly effective at collaborating with artistic, project, production and administrative leadership to complete tasks according to budget and schedule goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

24
24

Years of Professional experience

19
19

Years of experience in Graphic Design

11
11

Years of experience in management and leadership

Work History

Customer Support Team Lead

Shopify
Remote , Ireland
2017.09 - 2021.11
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Conducted progress and development meetings with support staff to enforce updates to company goals and policies.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Audited customer support procedures and collaborated regionally to promote standardization across offices.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
  • Led and executed customer support team strategy to reach company support goals.
  • Maximized productivity by supervising, mentoring and scheduling team of 10-14 customer support personnel to meet organizational and operational objectives.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Devised recommendations to streamline and simplify customer support system and improve response time.

Customer Support Advisor

Shopify
Remote , Ireland
2016.10 - 2017.08
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered excellent customer service, resulting in consistent +90% customer satisfaction rating.
  • Cross-trained and provided back up for customer service managers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Handled over +30 calls, chats and emails per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Graphic Designer

DPS Print
Carrick On Shannon , Ireland
2010.10 - 2016.09
  • Worked with clients to gather and define requirements, establish scopes and managing project milestones.
  • Completed in-depth product design tests with help of different software, models and design systems.
  • Designed website layouts, templates and unique branded looks.
  • Applied creative expertise to present marketing concepts.
  • Developed creative design for print materials, brochures, banners and signs.
  • Created digital image files for use in digital and traditional printing methods.
  • Developed display, marketing and packaging materials to support product branding strategies.
  • Employed design fundamentals when selecting typography, composition, layout and color in design work.
  • Used Adobe Creative Suite to create images and layouts for multiple projects.

Graphic Designer / Owner

Sligo Design & Print Ltd
Sligo , Ireland
2008.06 - 2009.09
  • Worked with clients to gather and define requirements, establish scopes and managing project milestones.
  • Designed website layouts, templates and unique branded looks.
  • Completed in-depth product design tests with help of different software, models and design systems.
  • Worked with Adobe Creative Suite and multiple design systems to develop and present prototypes for focus group evaluation.
  • Completed final touches for projects such as images sizes and font selection.
  • Applied knowledge of production to create high-quality images.
  • Applied creative expertise to present marketing concepts.
  • Developed creative design for print materials, brochures, banners and signs.
  • Met with customers to present mockups and collect information for adjustments.
  • Put together videos for social media, advertising and informational purposes.
  • Employed design fundamentals when selecting typography, composition, layout and color in design work.
  • Built corporate brands by designing cohesive looks between elements such as logos and letterheads.
  • Created digital image files for use in digital and traditional printing methods.
  • Developed display, marketing and packaging materials to support product branding strategies.
  • Created broad range of work using various design techniques.

Graphic Designer

The Printworks Ltd
Boyle , Ireland
2005.04 - 2008.06
  • Worked with clients to gather and define requirements, establish scopes and managing project milestones.
  • Completed in-depth product design tests with help of different software, models and design systems.
  • Designed website layouts, templates and unique branded looks.
  • Applied creative expertise to present marketing concepts.
  • Designed creative digital displays used in on-line advertising for local businesses.
  • Met with customers to present mockups and collect information for adjustments.
  • Built corporate brands by designing cohesive looks between elements such as logos and letterheads.
  • Applied knowledge of production to create high-quality images.
  • Developed creative design for print materials, brochures, banners and signs.
  • Developed display, marketing and packaging materials to support product branding strategies.
  • Employed design fundamentals when selecting typography, composition, layout and color in design work.
  • Used Adobe Creative Suite to create images and layouts for multiple projects.

Outdoor - Department Manager

Fishwicks Printing (PTY) Ltd
Randburg, Gauteng , South Africa
2003.08 - 2004.12

Head Designer / Print Manager

Quickcut (PTY) Ltd
Midrand, Gauteng , South Africa
2000.06 - 2003.08

Head Designer / Owner

Big House Repro (PTY) Ltd
Pretoria, Tshwane , South Africa
2000.01 - 2000.06

Head Designer / Owner

Big "K" Designs and Signage (cc)
Pretoria, Tshwane , South Africa
1999.04 - 1999.12

DTP Operations Manager

Quickcut (PTY) Ltd
Midrand, Gauteng , South Africa
1997.10 - 1999.03

DTP Operator

Quickcut (PTY) Ltd
Midrand, Gauteng , South Africa
1996.06 - 1997.10

Education

Diploma - UX Design

UX Design Institute, Online
Dublin, Ireland
2021.10 - Current

Diploma - Graphic Design

Design School of Southern Africa
Pretoria, Tshwane, South Africa
1995.01 - 1997.11

Matriculated (Leaving Certificate) -

Witbank High School
Witbank, Emalahleni, South Africa
1990.01 - 1994.12

Skills

    Team leadership and coaching

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Accomplishments

  • I have 4 years experience as a Customer Support as well as 20 years in Graphic design with more than 12 years of those being in Management and Leadership.
  • Supervised team of 10-14 staff members.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 5 in the development of Developing a hiring role play for hiring new leaders.
  • Achieved and consistently maintained +90% Customer Satisfaction rating through effectively coaching and feedback to help my teams achieve company Goals and Targets.
  • When I was promoted to DTP Operations Manager I was the youngest manager elected in the Image Bank / Database industry in South Africa.
  • Built a Successful Signage company and sold it of in under a year for a profit.
  • Designed and developed reusable shop signage for small businesses that were in temporary premises.
  • Designed and developed outdoor signage display system to make the process of erecting large billboards for the company I worked for at the time. (20m x 15m)
  • Junior School I won a Gold Certificate and had my artwork displayed at the National Art Gallery in Pretoria.

Software

Adobe Photoshop

Adobe Indesign

Adobe Illustrator

Adobe XD

MS Excel

MS Word

MS Powerpoint

Google Docs

Google Sheets

Slack

Zoom

Google Hangouts

Languages

English

Afrikaans

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Diploma - UX Design

UX Design Institute, Online
2021.10 - Current

Customer Support Team Lead

Shopify
2017.09 - 2021.11

Customer Support Advisor

Shopify
2016.10 - 2017.08

Graphic Designer

DPS Print
2010.10 - 2016.09

Graphic Designer / Owner

Sligo Design & Print Ltd
2008.06 - 2009.09

Graphic Designer

The Printworks Ltd
2005.04 - 2008.06

Outdoor - Department Manager

Fishwicks Printing (PTY) Ltd
2003.08 - 2004.12

Head Designer / Print Manager

Quickcut (PTY) Ltd
2000.06 - 2003.08

Head Designer / Owner

Big House Repro (PTY) Ltd
2000.01 - 2000.06

Head Designer / Owner

Big "K" Designs and Signage (cc)
1999.04 - 1999.12

DTP Operations Manager

Quickcut (PTY) Ltd
1997.10 - 1999.03

DTP Operator

Quickcut (PTY) Ltd
1996.06 - 1997.10

Diploma - Graphic Design

Design School of Southern Africa
1995.01 - 1997.11

Matriculated (Leaving Certificate) -

Witbank High School
1990.01 - 1994.12
KILIAN KÜHLGraphic Design / Team Lead / Manager / UX Design