Nina Sauer

I’m a bilingual (English/German) Customer Service Team Leader and Supervisor with 7+ years’ experience managing and developing frontline customer care teams in regulated, fast-growth environments. I lead with fairness, accountability, and integrity, and I’m at my best where service quality and compliance both matter.

Most recently at HeliosX (Remote, UK), I supervised and developed a cross-market remote team of 18 customer care agents across UK and German private-healthcare operations. I led the Virtual SIM project, lifting team CSAT from the low 60s to 85% through structured empathy coaching and soft-skills development, while raising productivity to 95–110% and reducing Average Handling Time to a 6–9 minute target. I also embedded quality frameworks to drive QA scores from ~50% to consistently above a 90% target, and I oversaw mandatory CQC compliance training for ~200 employees with 100% completion within 6 weeks.

Earlier at Conduent (Poole), I supervised daily customer service operations for a team scaling from 5 to 30 agents serving AMEX, EY, and Google—meeting SLA, KPI, and quality targets while acting as senior escalation point and assistant manager on duty. I supported talent development through progression frameworks, coaching, and regular 1:1s, and worked closely with Data, QA, HR, and Operations in weekly/monthly/quarterly business reviews to drive service improvements.