Nina Sauer
Bournemouth,Dorset
Summary
Results-driven Customer Care Team Leader experienced in managing diverse teams and enhancing customer satisfaction. Improved client retention through strategic process streamlining and effective problem-solving techniques. Committed to fostering positive work environments that elevate team morale and productivity while leveraging data analysis skills to drive organisational success.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer Care Team Lead
HeliosX
2025.02 - 2026.06
- Team Leadership: Managed, mentored, and scaled a cross-market support team of 8 to 18 agents within the private healthcare sector, supporting both UK and German operations.
- Performance & QA: Enhanced SLA, CSAT, and quality scores by implementing structured coaching models and conducting regular 1:1s with clear KPI expectations.
- People Management: Directed full-cycle performance and HR administration, including probationary reviews, Performance Improvement Plans (PIPs), Return to Work (RTW) documentation, and attendance/payroll tracking.
- Cross-Functional Alignment: Partnered with QA, Clinical, Dispensing, Workforce Management (IWFM), HR, and Operations to scale efficiency and maintain service levels amid surging client demands.
- Escalation & Complaint Management: Managed high-level customer escalations by investigating root causes of grievances and communicating comprehensive, empathic, detailed explanations to ensure effective resolution.
- Project Leadership: Spearheaded operational projects to refine customer 'Tone on Voice' and streamline complaint resolution, enhancing team skillset in empathy-based soft skills and aligning processes with CQC governance standards.
- Recruitment & Onboarding: Conducted candidate interviews to support rapid team expansion and championed employee wellbeing initiatives.
- Market Expansion: Co-led launch of German market for MedExpress Pharmacy, establishing support processes and macros while assisting with hiring to enhance operational readiness.
Customer Service Team Lead
Conduent
Poole
2019.07 - 2025.01
- Team Leadership & Operations: Managed daily operations for a scaling team of 5 to 30 Customer Care Professionals (CCPs) serving top-tier financial & IT clients (AMEX, EY, Google), consistently meeting rigorous SLA and KPI targets. Managed meticulous personnel records, safeguarded timekeeping data, and generated comprehensive employee performance reports for senior management review.
- Acted as senior escalation point for high-stakes Merchant accounts, resolving complex complaints via supervisor calls and enhancing CSAT and retention through targeted coaching.
- Talent Development: Fostered employee growth and retention by outlining clear career progression paths, leveraging bonus structures, and implementing targeted coaching models to improve CSAT and quality scores.
- Data & Performance Strategy: Partnered cross-functionally with the Data, QA, HR and Operations team to extract insights from customer feedback, actively participating in WBRs, MBRs, and QBRs to drive continuous operational improvements.
- Market Expansion: Led operational readiness and oversaw strategic new market launches, ensuring seamless transitions and alignment with client expectations.
Customer Support Advisor / Social Media Agent
Conduent
Poole
2018.08 - 2019.07
- Bilingual multichannel support: Delivered German and English technical support via phone, chat, email, and social media for Google hardware, Android OS, and payment queries, enhancing customer satisfaction.
- Performance Metrics: Consistently met SLAs and maintained a 90% average CSAT score by focusing on active listening and first-time resolution.
- Troubleshooting & CRM: Resolved hardware and software issues promptly while maintaining accurate customer records in CRM databases, contributing to improved service continuity.
Marketing Assistant
Cooper Vision
Eppertshausen
2014.09 - 2018.07
- Campaigns & Content Creation: Developed and published engaging content for social media and company website, and analysed campaign performance to inform future strategies.
- Admin & CRM Support: Coordinated departmental administrative tasks and updated sales team on customer queries using CRM software.
- Vendor & Event Management: Cultivated vendor relationships for timely delivery of promotional materials and represented the company at industry events to enhance networking opportunities.
Education
GCSEs -
Joachim-Schumann-Schule
Babenhausen, Germany 2000.09 - 2006.07
Skills
- Software proficiency: MS Teams, Excel, Word, PowerPoint, Google Docs, Google Chat, Oracle, Salesforce, Zendesk, Slack, Jira, InPhase, Power BI, Service Now
- Project management
- KPI reporting
- Performance management
- Workflow optimization
- Cross-functional communication
- Results orientation
- Problem solving
- People management
- Team building
- Multicultural sensitivity
- Feedback delivery
Certification
- Team Lead / Supervisor Level 3 Diploma
- Functional Skills Qualification in English at Level 2
- Functional Skills Qualification in Mathematics at Level 2
Languages
German: Native
English (C2): Proficient (City & Guilds)
Others
UK driver license
Hobbies and Interests
Playing football, Volunteering for the Dog Trust Dog school, Swimming, Travelling
Timeline
Customer Care Team Lead
HeliosX
2025.02 - 2026.06
Customer Service Team Lead
Conduent
2019.07 - 2025.01
Customer Support Advisor / Social Media Agent
Conduent
2018.08 - 2019.07
Marketing Assistant
Cooper Vision
2014.09 - 2018.07
GCSEs -
Joachim-Schumann-Schule
2000.09 - 2006.07