Project Manager Contact Center Project

Consulting & Project Management

• Support in steering complex projects in agile, traditional and hybrid environments
• Establishing and implementing governance structures to clarify roles, responsibilities and decision paths
• Designing and facilitating workshops (e.g., kick-offs, retrospectives, lessons learned)
• Developing and introducing standardized processes and templates for project, portfolio and change management

Organizational Development & Transformation

• Guiding companies in evolving toward agile or autonomous structures
• Analyzing and optimizing collaboration between line organization, project management and operational areas
• Introducing role profiles and competency models for new ways of working
• Developing decision-making frameworks (e.g., based on corporate strategy, profitability, customer orientation)
• Facilitation & Communication
• Facilitating conflict resolution discussions and decision meetings among stakeholders
• Creating and using guidelines for communication in change processes
• Supporting leaders with feedback and response formats
• Visually preparing complex topics for management decisions
• Digitization & AI Support
• Developing use cases for AI-supported automation in project work
• Assisting in evaluating and implementing digital tools for process improvement

Interim Manager

• Operational responsibility for Citrix & AD/Access: ensuring stable IT operations including the management of incidents, handovers and quality assurance in day-to-day business.
• Radical clarification of interfaces: eliminating operational gaps through clear responsibility demarcation between BTC, BITS and service providers – end-to-end process security.
• Sharpened operating model: conducting a structured gap analysis of existing service descriptions, make-or-buy decisions and role clarification with KPI anchoring.
• Effective escalation management: prompt intervention in goal conflicts and diffusion of responsibilities – solution-oriented, in direct coordination with SDM, cluster and partners.

• Project organization and structuring: leading and managing data security processes in the business-to-partner sector (B2P), including organizing and conducting workshops, team meetings and decision-making committees to manage the project structure effectively.
• Milestone and schedule management: establishing clear timelines to optimize data protection practices and strategic developments within B2P, including compliance with legal requirements and corporate goals.
• Documentation and reporting: responsible for creating and maintaining change reports and documented current state analyses, as well as regular reports to management and stakeholders for progress monitoring and transparency.
• Identifying deviations: detecting and highlighting deviations from the planned scope in collaboration with data protection officers to ensure compliance.
• Communication with departments, auditors and service providers: managing the interface between various stakeholders to promote constructive collaboration and achieve project objectives.
• Active participation in the BfDI audit, where insights and feedback were immediately integrated into optimizing process workflows.
• Developing a process flow for internal assessments: designing and implementing a clear structured process for internal assessments to systematically evaluate and review data protection practices and compliance.
• Training concepts and competence development: creating and implementing training concepts to support the development of competency fields with a special focus on data protection and compliance. This includes advising and supporting internal teams as well as partner companies to ensure that all participants know and apply the required standards and practices.
• Key tools: EXCEL, POWERPOINT, MS TEAMS, SHAREPOINT, CONFLUENCE, JIRA

• Prepared and supported change communication for executive management.
• Led organizational development workshops.
• Coordinated across projects.
• Key tools: EXCEL, POWERPOINT, MS TEAMS, SHAREPOINT, WORDPRESS, CONFLUENCE, JIRA

• Building and improving the knowledge base for end customers.
• Training pilot customers on the initial login into the SaaS solution.
• Supporting testing activities.
• Key tools: EXCEL, POWERPOINT, MS TEAMS, SHAREPOINT, WORDPRESS, CONFLUENCE, JIRA

• Technical leadership of 25 project team members.
• Leading, managing, and coordinating the further development of the electronic patient record, digitalization of treatment and cost plans, and the sick note.
• Consolidating product requirements and delivering them as a service on the platform.
• Managing external and internal stakeholders.
• Taking responsibility for success and ensuring all project goals are met.
• Identifying and implementing process standardizations to improve products.
• Launch of the ePA on 01.01.2021.
• Collaborating with international teams in the agile project.
• Requirements management with Gematik regarding technical specifications.
• Hybrid project management in line with established release cycles.
• Key tools: EXCEL, POWERPOINT, MS TEAMS, SHAREPOINT, CONFLUENCE, JIRA, MIRRO

• Budget of €500K | Project volume up to €5M.
• Functional management of 15 project team members.
• Implemented indirect retail as a sales channel at Unitymedia.
• Co-developed the indirect retail strategy and led the indirect sales program.
• Responsible for managing and controlling the channel budget.
• Responsible for managing 12 sub-projects in a multi-project environment.
• Acted as the internal interface to retail: cross-department collaboration.
• Managed partner relationships by organizing partner events.
• Restructured communication processes for transparency and efficiency.
• Developed agile sales projects.
• Introduced a sales map to show all revenues and potential increases.
• Monitored metrics for various sales activities, allowing assessment of market changes and partner performance.
• Increased revenue through targeted market interventions in collaboration with marketing and analytics teams: cost savings were directly invested in new sales channels.
• Defined and implemented the "Partner Dialog", a modern approach for exchange and collaboration with business partners.
• Main tools: Excel, PowerPoint, Access, Webex, SharePoint, Confluence, JIRA

• Supported the rollout of the new CRM sales software.
• Facilitated and delivered system and user training for financial advisors.
• Developed concepts and trainer guides for mobile iPad use in the field.
• Developed solution portfolios for the field service.
• Analyzed sales requirements and integrated them into project processes.
• Co-developed, tested, and launched a sales-supporting cloud for customer consulting.
• Developed usability concepts for the sales cloud system.
• Contributed as a subject-matter expert to the CRM system expansion project.
• Main tools: Excel, PowerPoint, Webex, Confluence, JIRA

• Project volume of €500K | Functional leadership of 3 project team members.
• Consolidated requirements from various stakeholders.
• Specified and coordinated with the respective departments.
• Reported directly to management.
• Communicated implementation statuses, issues, and delays.
• Represented the product in relevant meetings (e.g., JFs, scope workshops, etc.).
• Managed defects: receiving, categorizing, and assigning defects.
• Main tools: Excel, PowerPoint, Access, Webex, SharePoint, Confluence, JIRA