Taking over the Project Management Office in the context of migrating the entire tariff portfolio to a new tariff landscape, including system migration of a telecommunications provider
Adjustment of opt-in/consent setup for contract migration
Budget controlling, risk management, progress measurement, setup & optimization of governance & process organization
Introduction & setup of the project management tool (JIRA/Confluence)
Derivation of measures & creation of decision templates
The client wanted to expand its self-service strategy. In this context, a virtual agent was to be implemented on the website to interactively answer customer questions.
Selection of service provider and scope definition
Taking on the role of product owner on the business side
Leading & managing the project from design (design sprints) to soft launch
Setup/optimization of call center department, including processes, IT & personnel
The client (legal services provider) needed to digitalize & professionalize customer service to scale services & solutions
Design of the entire customer service processes (lead flow, handling) & organization (team setup, escalation management, etc.)
In this context, the existing CRM and call management software was adapted to the new requirements; setup & optimization of project management method according to SCRUM
Solution: JIRA, especially since JIRA was already partially used in units of the client.
Analysis and gathering of requirements. Business alignment and implementation for project management.
Stakeholder management with other corporate units and design of a cross-departmental implementation of project management and reporting requirements
Training setup & execution for employees
Project Manager, SCRUM Master
Chris Willmanns Consulting
Project: Special Forces Implementation (Industry: ICT, Duration: 5 months)
The client’s area needed to handle an increased volume of projects (multi-project management).
Leading 7-8 parallel projects (budget €50k to €150k each).
RTI (Project Manager): feasibility check for an automation software for sales (including vendor selection, business case & use-case definition)
Digital Care/eCare: improvement/expansion of the eCare offerings for customers including opt-in mgmt. (SCRUM Master)
Speech analysis (Project Manager): implementation of a speech analysis tool from test operation to live operation (SCRUM Master)
Rollout Manager / Project Manager
Chris Willmanns Consulting
Project: HoReCa International Rollout (Industry: e-Commerce/Gastronomy, Duration: 5 months)
Rollout of the group’s first digital products (focus: restaurants/hotels) in country subsidiaries (go-to-market strategy)
Designing & owning the rollout plan, onboarding of countries, planning and implementation of sales channels as well as management of operational support for country subsidiaries
Steering product development for the sales and CRM software (Salesforce-based) as product owner.
Optimization of customer service processes (B2B)
Support & Sparring Partner for Executive Management
Chris Willmanns Consulting
Project: NEXT (Industry: ICT, Duration: 7 months)
Founding and structuring of a subsidiary for IoT and big data analytics business models
Proposition development
Design of finance, HR, operations, IT, and guiding principles
Subproject Lead
Chris Willmanns Consulting
Project: Digital Care (Industry: ICT, Duration: 2 months)
The client wanted to expand its self-service strategy. In this context, the Digital Care project was initiated, focusing on the digitalization of self-service and knowledge management
Taking over the 'Quick Wins' stream
Conceptualization and prioritization of topics within the stream (digital invoice, setup new phone, network issues, third-party block)
Training setup & execution
Languages
English
Advanced
German
Intermediate
French
Elementary
Spanish
Elementary
Education
Lorem ipsum dolor sit amet
B.A. International Management · International Management
IE Business School Madrid
Master in Management, Specialization Digital Business · Madrid, Spain
Certifications & licenses
PMP Ready
PRINCE2
Scrum Master
Similar Freelancers
Discover other experts with similar qualifications and experience