Thomas Mayerhofer

Background

About Thomas Mayerhofer

A results-driven Customer Success Team Lead with 17 years of experience in customer service – 3+ years of experience in leading and supporting customer success teams to improve customer satisfaction, product adoption, and retention at Meister. I have a track record of delivering exceptional customer service and driving customer satisfaction in an award-winning, multi-language contact center, which has contributed to the success of Blizzard Entertainment. I thrive on the challenge of taking underperforming teams and turning them into high-performing teams. Leading process improvements, addressing employee skills gaps, planning a customer-centric strategy and executing it flawlessly so that customers can quickly receive maximum value from our solutions are some of the things I do best. Beyond crafting an inspiring vision, I excel at equipping teams with the essential tools, expertise, and learning resources needed to deliver customer success and assume responsibility for their outcomes. At Meister, I drove customer success team goals by mentoring, coaching and developing individuals while providing an environment conducive to learning and sharing new ideas – increasing knowledge company-wide. Throughout my career at Meister and Blizzard Entertainment, I have spearheaded high-impact initiatives that have propelled the success of customer service teams. My instrumental role in developing and implementing growth and optimization strategies for our customers has been critical to our success. I have led multiple customer service projects, including Retention, Refunds, Game Expert, and Twitch Moderation, with significant positive impact. Additionally, I played a key role in supporting a multicultural and multilingual customer service team to deliver one of the best CSat (Customer Satisfaction) and FCR (First Contact Resolution) throughout the year. Customer success boosts lifetime customer value, creates loyal customers, and provides helpful product insights. I constantly create robust customer success team training that ensured companies deploy the best customer success practices and maximize their effectiveness in improving the customer experience. Some of my achievements include Awarded with Gold in 2018, Silver in 2017 and Bronze in 2010 medal, and other rewards for high performance and collaboration within the CS organization through internal recognition ceremony Actively contributed to different CS projects like Retention, Refunds, Game Expert and Twitch Moderation Let CSAT focus groups that successfully increased the overall CSAT in the team