Axel Zabel
Independent Management Consultant
Experience
Apr 2020 - Present
5 years 4 monthsIndependent Management Consultant
- Advising companies and institutions in the areas of customer service, customer experience, customer centricity, user journeys, CRM strategy, operations, digital banking, payments and energy
- Selection and implementation of CRM systems
- Selection and implementation of billing/ERP systems
- Selection and implementation of omnichannel systems
- Selection and implementation of knowledge management systems
- Interim manager (COO, CCSO)
- Project management for CRM and IT projects, software rollouts, etc.
- Incident manager (task force leadership)
Jan 2019 - Mar 2020
1 year 3 monthsMunich, Germany
Chief Operating Officer
Velvon GmbH
- Strategic leadership of cross-site operations units including customer service, payments, transaction processing, card management, compliance, complaint management
- Ensuring smooth operation of all processes in operational customer service and transaction processing
- People management for about 200 employees, including functional and disciplinary leadership of 5 direct reports
- Strategy planning and implementation of change processes, including successful restructuring of organization and functions
- Process management and optimization of customer centricity using KPIs and weekly handling of customer calls in the call center
- Digitization/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
- Overall responsibility for process digitization, including design, development and implementation of: CRM/ticket software, ACD system (Genesys), digital KYC process (video identification), digital onboarding, digital workflow processes (omni-channel), process documentation via Confluence, knowledge management system, KPI dashboards and production checkpoints, C-SATs and NPS scoring
Nov 2015 - Dec 2018
3 years 2 monthsEschborn, Germany
Director Customer Service
Concardis GmbH
- Managing customer service (inbound and outbound) across multiple locations with direct reporting line to the COO
- Leading about 150 employees
- Building a digital onboarding process
- Developing and launching a merchant service platform
- Key account management for major clients in aviation and retail
- Leading various large-scale projects, such as designing and implementing a CRM/ticket system (Salesforce)
- Digitizing workflows and process chains (omni-channel)
- Executing comprehensive change initiatives
- Project management for strategic setup of outbound and operational optimization of inbound calls across multiple departments
- Establishing a site in Eschborn: defining organizational structure and processes, selecting team leaders
Oct 2014 - Oct 2015
1 year 1 monthIndependent Management Consultant
- Advising companies and institutions in project management, customer service, operations and CRM strategy
- Consulting on acquisition and integration of a financial institution into a large German bank in Frankfurt
- Advising a major German university hospital in Berlin on optimizing customer service and CRM strategy
Oct 2010 - Sep 2014
4 yearsStuttgart, Germany
Director of Retail Customer Service Department
Wüstenrot & Württembergische AG
- Managing payment transactions, account setup, account management, etc., with direct reporting line to the COO of W&W AG and the bank’s executive board
- Leading about 250 employees
- Project management for strategic setup of outbound and operational optimization of inbound calls in the W&W Group with 20 project staff
- Designing a CRM solution
- Integrating social media interfaces into customer service
- Developing new banking products with focus on customer service
- Leading the cross-group “Free Waiting” project (switching the 0180 service numbers)
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 Group
telegate AG
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 Group Management Board and Head of Sales Controlling
Schober Information Group
Mar 1993 - Jun 1997
4 years 4 monthsStetten am kalten Markt, Germany
Company Commander of Armored Infantry Battalion 294
Bundeswehr
Summary
- Goal-oriented and action-focused graduate business economist with extensive experience in strategic and operational company alignment and development
- Proven successes in planning, execution and leading large-scale projects with focus on customer service, process optimization, digitization, as well as change and innovation management
- Authentic and motivating leader with 20+ years of experience in leading and developing staff through a participative leadership style
- Diplomatic communicator with strategic vision and business acumen
- Proactive – result & solution oriented – reliable – loyal
Languages
German
NativeEnglish
AdvancedFrench
Elementary Education
Oct 1989 - Jun 1993
Universität der Bundeswehr
Diploma in Business Administration · Business Administration · Munich, Germany
Oct 1976 - Jun 1985
Humboldt-Gymnasium
General University Entrance Qualification · Karlsruhe, Germany
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