Axel Z.
Independent Management Consultant
Experience
Apr 2020 - Present
5 years 9 monthsIndependent Management Consultant
Independent Management Consultant
- Advising companies and institutions in customer service, customer experience, customer centricity, user journeys, CRM strategy, operations, digital banking, payments, and energy
- Selecting and implementing CRM systems
- Selecting and implementing billing/ERP systems
- Selecting and implementing omnichannel systems
- Selecting and implementing knowledge management systems
- Interim management roles (COO, CCSO)
- Project management for CRM and IT projects as well as software solution rollouts
- Incident management (leading task forces)
Jan 2019 - Mar 2020
1 year 3 monthsChief Operating Officer
Velvon GmbH (Mobile Banking)
- Strategic leadership of cross-site operations units including customer service, payments, transaction processing, card management, compliance, and complaints management
- Ensuring the smooth operation of all processes in customer service and transaction processing
- Responsible for about 200 employees and technical and disciplinary leadership of five direct reports
- Planning and implementing change processes, including a successful restructuring of the organization and functions
- Steering and optimizing customer centricity using KPIs and weekly participation in customer calls in the call center
- Digitization and automation of service processes
- Implementing product optimizations in cooperation with the Chief Product Officer
- Agile project management and sprint planning with Jira
- Stakeholder management of internal and external service providers
- Designing, developing, and implementing CRM/ticketing software
- Introducing an ACD system (Genesys)
- Implementing a digital KYC process (video identification)
- Rolling out digital onboarding and digital workflow processes (omnichannel)
- Creating process documentation via Confluence and introducing a knowledge management system
- Building KPI dashboards, production checkpoints, as well as C-SAT and NPS scorings
Nov 2015 - Dec 2018
3 years 2 monthsEschborn, Germany
Director Customer Service
Concardis GmbH (Payment Acquirer)
- Managing customer service (inbound and outbound) across multiple locations with direct reporting to the COO
- Leading about 150 employees
- Building a digital onboarding process
- Developing and launching a merchant service platform
- Key account management for large clients in aviation and retail
- Leading various large-scale projects, e.g. designing and implementing a CRM and ticketing system (Salesforce)
- Digitizing workflows and process chains (omnichannel)
- Implementing extensive change initiatives
- Strategically building outbound and operationally optimizing inbound calls
- Establishing a site in Eschborn including defining organizational structure, processes, and selecting team leaders
Oct 2014 - Oct 2015
1 year 1 monthIndependent Management Consultant
Independent Management Consultant
- Advising companies and institutions in project management, customer service, operations, and CRM strategy
- Consulting on the acquisition and integration of a bank into a large German banking group in Frankfurt
- Optimizing customer service and CRM strategy for a major German university hospital in Berlin
Oct 2010 - Sep 2014
4 yearsStuttgart, Germany
Director of Private Customer Service
Wüstenrot & Württembergische AG
- Leading payment processing, account setup, and account management with direct reporting to the COO of W&W AG and the bank’s board
- Managing about 250 employees
- Project management for the strategic setup of outbound calls and operational optimization of inbound calls within the group with 20 project members
- Designing a CRM solution and integrating social media interfaces into customer service
- Developing new banking products with a focus on customer service
- Leading the cross-group project "Free Waiting Line" to change service numbers from 0180 series
Aug 2007 - Sep 2010
3 years 2 monthsLudwigsburg, Germany
Director Customer Service
Wüstenrot Bank AG Pfandbriefbank
Nov 2005 - Jul 2007
1 year 9 monthsMunich, Germany
General Manager
Teleperformance Deutschland GmbH
Apr 2003 - Oct 2005
2 years 7 monthsMunich, Germany
Head of Data Operations
telegate AG (11880)
Jan 2001 - Mar 2003
2 years 3 monthsDitzingen, Germany
Head of Product Management | Executive Application Licensing
Schober Information Group
Oct 1997 - Dec 2000
3 years 3 monthsDitzingen, Germany
Assistant to the Holding Executive Management and Head of Sales Controlling
Schober Information Group
Mar 1993 - Jun 1997
4 years 4 monthsStetten am kalten Markt, Germany
Company Commander of Panzergrenadier Battalion 294
German Armed Forces
Summary
Goal-oriented and action-driven graduate in business administration with extensive experience in strategic and operational business alignment and development
Demonstrable successes in planning, execution, and leadership of large-scale projects with a focus on customer service, process optimization, digitization, as well as change and innovation management
Authentic and motivating leader with over 20 years of experience in managing and developing employees through a participative leadership style
Diplomatic communicator with strategic vision and entrepreneurial acumen
Proactive – result & solution-oriented – reliable – loyal
Skills
Digitization & It
Project Management & Leadership
Operational & Strategic Management
Process Analysis & Optimization
Customer Service
People Management
Change Management
Sap Cx (V1, V2, Sales, Service, And Marketing Cloud)
Salesforce Energy & Utilities Cloud
Ms Dynamics
Freshdesk
Hubspot
Thinkowl
Novomind
Bsi
Zendesk
Smart Crm
Sap Crm Cx
Sap Is-u
Sap Erp
Atlassian Jira
Confluence
Power Bi
Bpmn
Adonis
Aris
Ms Office
Talkdesk
Genesys Cloud
Avaya
Alcatel
Invision
Sas
Usu
Sabio
Languages
German
NativeEnglish
AdvancedFrench
AdvancedEducation
Oct 1989 - Jun 1993
University of the Federal Armed Forces
Diploma in Business Administration · Business Administration · Munich, Germany
Oct 1976 - Jun 1985
Humboldt High School
General University Entrance Qualification · Karlsruhe, Germany
Need a freelancer? Find your match in seconds.
Try FRATCH GPT More actions
Similar Freelancers
Discover other experts with similar qualifications and experience
Andreas F.
CRM Consultant, BI Expert, Project Manager, Coach
View Profile
Christiane N.
Management Consultant
View Profile
Hans F.
Managing Director
View Profile
Michael H.
Vendor Management Lead
View Profile
Dirk W.
Senior Consultant, CX, C-Sat, Customer Value Management
View Profile
Sebastian Z.
Project Manager & Business Consultant Experience
View Profile
Tom G.
Digitalization Consultant
View Profile
Mirko B.
Project Manager
View Profile
Thorsten H.
Partner
View Profile
Martina P.
CEO / Producer
View Profile
Florian F.
Senior Director, Global Education Excellence
View Profile
Ala L.
VR/AR/ML Project Site Lead (contract by Experis)
View Profile
Onik M.
SAP SuccessFactors & S4HANA Consultant
View Profile
Kay G.
Head of Aftermarket Sales (Interim)
View Profile
Ebru A.
Product Operations Manager, Media Operations & Growth, Global Marketing
View Profile
Stefan M.
Project Manager
View Profile
Axel G.
Management-Consultant, Business-Analyst
View Profile
Martin J.
CEO
View Profile
Peter L.
Zoho Consulting and Development
View Profile
Oliver S.
SAP Subproject Manager (SCM, MM, EWM)
View Profile
Marleen K.
Atlassian Specialist E2E Processes
View Profile
Hakan K.
Senior IT Manager & Project Manager
View Profile
Thorsten G.
Senior Consultant Digitalization as Interim Manager
View Profile
Michael T.
B2B Growth Consultant
View Profile
Rufus H.
Independent Consultant & Manager
View Profile
Alagi M.
Senior Project Manager S4HANA in the energy sector
View Profile
Hans j. F.
Project Lead & Subject Matter Expert
View Profile
Michael A.
Project Management Creation for o2 loop (Prepaid) (Account Management)
View Profile
Sandy G.
Change Manager SAP S/4HANA
View Profile
Oliver H.
Multi-Project Management Project Lead (Interim Manager)
View Profile
