KESA - About

About Markus

Markus is a seasoned Customer Support & Success leadership veteran, with over 25 years of global experience in Cyber Security, Healthcare, Automotive, and Retail. He has built, grew, and lead Support teams of 100+ agents onshore, offshore, and nearshore, including BPOs/outsourcing for startups, midsize, and large Enterprise companies. Markus has also been an onstage speaker on topics such as Customer Effort and Loyalty. His experience involves support for B2B and B2C, including on-premise and SAAS/Cloud technical solutions.

Some of his accomplishments:

Increased annual product defect detection by 50%
Saved 50% of vendor/contractor labor cost by switching from onshore to offshore
Improved team ticket closure rate rate by 45% while reducing headcount by 25%
Reduced escalations by 20%
Reduced monthly customer churn by over 25% and grew MRR by 30%
Minimized backlogs from over 50 days to 10 days for one team, and from 80 days to under 30 days for another.
Improved customer satisfaction rating by 12%
Rolled out a customer survey and reached a 93% CSAT score, 80% NPS, and 100% CES
Reduced customer phone wait times from over 1 hour to 5 minutes. Lowered chat support wait time from over 10 minutes to less than 1 minute
Improved NPS rating by 13.5%, reduced call abandon rate from 17% to 5%, improved phone service levels from 41% to 85% for another.
Improved customer satisfaction rating by 17.5% and reduced hold time by over 40%