Marius Pfaff

In dynamic environments I seek progress and flexibility. My aim is to challenge myself daily surrounded by a strong team.

As I come across new tasks I can rely on my skills in non-linear thinking, my experience in strategy and processes and my mediative attitude - driven by knowledge, empathy and emotion.

The goal: grow and create in areas of both empathy and knowledge.

Skills

> 15 Years People & Processes, > 8 Years Remote

That's almost 100,000 hours of diligent service, active listening, mediation, empathy, deep understanding, laughter, care and action. Achievable only with a passion for both customer and company. Remote native for more than 8 years.

Broad range of interests & knowledge

Internal and external clients need communication at eye level and an authentic approach. Trust enables close collaboration.

Solutions over problems

Through years of experience I am capable of identifying possible problems before they arise. However, if that fails quick and flexible solutions are required. Afterwards, procedural mechanisms must be put in place to prevent recurrence.

Adaptability

Reliant processes provide a better framework for action than a page-long manual. All stakeholders must be involved and integrated at a common level.

Vita

Work experience

2021 -
Personio GmbH

Professional Customer Solutions Manager

  • Professional for the Specialised Apps Team: highest instance for escalations on Apps related issues, handling around 60 requests/week
  • Part of the Immediate Incident Management Team in Customer Experience: Creating incident via Datadog, updating company status pages via Atlassian, coordinating customer communications via Zendesk and Stonly (in-app) and serving as a communications hub between product & engineering, legal & CX departments for all confirmed and suspected incidents
  • Member of the Premium Support Team: specialised team trusted with most valuable customers, generating extra profit (turning Support into a profit generating department)
  • Daily challenges consist of continued every day support for our most valued customers, and providing tailored support solutions for escalating client relations outside of pre-defined solution paths
  • Partner Management for all issues regarding job promotions on external platforms: Handling escalations on promotion based issues with a volume of >32 million euros
  • Responsible for all Jira bug tickets opened to engineering: minimised Time-to-Resolve by 20% by standardising processes
  • Received multiple promotions (Customer Service Manager > Customer Service Manager 2nd Level > Prof. Customer Solutions Manager and Awards (CX Quality Hero, Company Wide Champion - Be Diligent, CX Champion - Feedback, CX Champion - Customer Advocacy)

2019
StepStone Deutschland GmbH

Customer Success Consultant

  • Consulting for media agencies: responsible for 25 agencies with a total turnover of 18.5 million euros
  • 1st level support and incident management for XML and FTP interfaces: Monitoring of 18 feeds
  • First point of contact for setting up XML feeds, coordination until completion
  • Ensuring compliance with quality standards and processes: Daily ~80 tickets in claim management

2016
Amazon Services Deutschland GmbH

Technical Support Advisor

  • Technical responsibility for an onboarding team in account management for Amazon Seller Services: 12 curious minds, 45 requests per day
  • 1st level incident management, prioritization and categorization for high level tech support: on average 5 “critical actions” per week
  • Planning, implementation and evaluation of training measures
  • Member of the Steering Committee of glamazon Germany: mediation & assistance in challenging situations (trusted person)

2014
Capita Customer Services AG

Social Media - Assistant Team Lead

  • Social media support (twitter, facebook) for Vodafone Germany - prioritization, solution finding, forwarding of important tickets: over 480 actions/day
  • Assistance tasks for the team leader - preparation and analysis of KPI reports
  • Contact person for system and process difficulties, initial evaluation before forwarding incident reports to specialists
  • Development of individual response strategies according to daily events

2012
Ogilvy & Mather Germany GmbH

Human Resources Assistant

  • Applicant and internship management (pre-selection, coordination, recruitment and follow-up in coordination with the creative leads): 14 candidates recruited
  • Management of the personnel database: administration of ~105 data records
  • Expansion of the university network, organization of joint events

2010
Apple Retail Germany GmbH

Genius Bar Specialist

  • Contact person for the in-house time & scheduling software: 11% more capacity created through effective pre-selection of customer concerns
  • Optimization of in-house repairs (Macs & iOS devices): 15% less idle time due to expansion in the area of “same day” repairs
  • Taking on escalating customer issues
    Coordination of colleagues as “On Point”: checking in customers, categorization, handling assignment of 8 colleagues for an optimal customer experience

Education

Mid 2025

ITIL® Foundation for IT Service Management

End of 2024

Certified Representative for Whistleblowing in accordance with the Whistleblower Protection Act (HinSchG)

2023

Lean Six Sigma (Yellow Belt)

2022

Scrum Product Owner (PSPO I)

2022

Scrum Master (PSM I)

2021

Data Processing and Analysis with Excel

2005 - 2007

Agnes-Miegel-Highschool, Düsseldorf

2002 - 2005

Private School of Economics Pindl, Regensburg

Personal interests

Magazines

  • Reportagen
  • brand eins
  • DUMMY
  • The New Yorker
  • Vinum - Wine magazine

Books

  • Frank Herbert: Dune
  • David Graeber: Bullshit Jobs: A Theory
  • Paolo Bacigalupi: The Windup Girl
  • Reed Hastings: No Rules Rules: Netflix and the Culture of Reinvention
  • Claire Saffitz: Dessert Person: Recipes and Guidance for Baking with Confidence

Podcasts

  • RES Publica
  • WRINT: Wine Podcast
  • psychobabble
  • I've had it
  • Deutschlandfunk - Der Tag

Get in touch

+49 1522 698 68 36

Düsseldorf +25km, Berlin, Remote

Imprint

Marius Pfaff
Corneliusstraße 50
40215 Düsseldorf

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