Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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Nicholas Hamilton

Manager , Managed Business Services - User Support Desk
Prague

Summary

Proactive and accomplished Customer Support Manager with over 8 years of experience in IT support and customer support, specializing in cloud solutions, SaaS, and onboarding for major enterprises. Expertise in managing support teams, customer escalations, and cross-functional collaboration across multiple industries. Adept at improving processes through Agile methodologies, driving customer satisfaction, and building strong, long-term relationships with key accounts. Familiar with Salesforce and Jira as daily operational tools. Proven success in onboarding clients like ABB, Barclays, and France Travail (formerly Pôle Emploi). Multilingual professional fluent in English, French, and Italian.

Overview

10
10
years of professional experience
4
4
years of post-secondary education

Work History

Manager, Client Support EMEA

SAP Concur
Prague, Czech Republic
8 2019 - Current
  • Lead a team of customer support agents, approximately 30 across EMEA, ensuring smooth operations, timely resolution of technical issues, and high customer satisfaction rates
  • Oversee the onboarding process for high-profile clients like ABB, Barclays, and France Travail, delivering tailored training sessions and ensuring seamless adoption of SAP Concur products
  • Handle escalated customer cases, providing direct support and driving resolution through collaboration with cross-functional teams (Sales, Field Engineering, and Product Development)
  • Implement customer success strategies to improve support workflows and processes, resulting in measurable improvements in customer retention and satisfaction
  • Manage key customer reviews, coordinating feedback sessions and aligning customer goals with SAP Concur services to foster long-term relationships
  • Regularly use Jira and Salesforce to track customer issues, manage project workflows, and ensure optimal customer communication
  • Advocate for customers internally, influencing product roadmaps and internal processes based on client feedback
  • Spearheaded the Joule SAP implementation in collaboration with internal teams, enhancing system integration and efficiency
  • Organized and led weekly performance reviews, setting team goals, providing coaching, and ensuring alignment with corporate objectives.

Customer Support Representative III

SAP Concur
Prague, Czech Republic
07.2018 - 08.2019
  • Conducted numerous client onboarding sessions, ensuring customers were effectively trained and prepared to utilize SAP Concur USD service to its full capacity
  • Played a key role in the internal development of support processes, contributing insights based on customer feedback to improve user experience and satisfaction
  • Provided coaching and mentoring for new hires, developing their skills in customer interaction and technical support
  • Monitored and assessed team performance, providing ongoing feedback to enhance the quality of service delivery.

Customer Support Representative II

SAP Concur
Prague, Czech Republic
07.2017 - 07.2018
  • Delivered advanced technical support for SAP Concur products, guiding customers through complex issues and ensuring prompt resolution
  • Trained new and existing agents on best practices, while continuously providing feedback to improve support team performance
  • Collaborated with the management team to handle escalated cases, ensuring high-quality service and quick resolution of customer complaints.

Customer Support Representative I

SAP Concur
Prague, Czech Republic
04.2016 - 07.2017
  • Assisted customers with technical issues related to SAP Concur products, approximately 40 cases (chat, phone, portal) diagnosing problems and delivering tailored solutions
  • Collaborated with cross-functional teams to resolve customer issues efficiently, escalating complex problems to senior engineers
  • Provided guidance to colleagues on resolving difficult customer interactions, fostering a team-oriented approach to support services.

CRM Advisor

Bluelink International CZ
Prague, Czech Republic
02.2015 - 11.2015
  • Delivered exceptional CRM support to travelers, resolving complex booking and travel issues to ensure customer satisfaction
  • Handled high volumes of customer interactions (approximately 80 calls per day), providing solutions in a fast-paced environment and maintaining high levels of customer retention.

Education

BBA -

Montaigne University
Bordeaux
09.2011 - 09.2014

BBA -

Eötvös Loránd University
Budapest, Hungary
09.2013 - 07.2014

Skills

Fluent in English

Fluent in French

SAP Concur

Jira

Salesforce

Ubuntu

Team Leadership

Operations Management

Personal Information

  • Place of Birth: New York
  • Date of Birth: 06/22/87
  • Gender: Male
  • Nationality: French
  • Driving License: B
  • Marital Status: Single

Languages

French, English
Native language
Italian
Upper intermediate
B2
Czech
Elementary
A2

Timeline

Customer Support Representative III

SAP Concur
07.2018 - 08.2019

Customer Support Representative II

SAP Concur
07.2017 - 07.2018

Customer Support Representative I

SAP Concur
04.2016 - 07.2017

CRM Advisor

Bluelink International CZ
02.2015 - 11.2015

BBA -

Eötvös Loránd University
09.2013 - 07.2014

BBA -

Montaigne University
09.2011 - 09.2014

Manager, Client Support EMEA

SAP Concur
8 2019 - Current

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Nicholas HamiltonManager , Managed Business Services - User Support Desk