Christopher (James) Whiteman
Customer Service LLC Executor
Experience
Customer Service LLC Executor
Chesapeake GmbH
Handle probate matters, distribute business interests, and oversee the transition or dissolution of the company depending on the operating agreement.
Reviewing the operating agreement: determining what happens to the interests - transfer, buyout, or dissolution.
Valuing the business interest: obtaining a fair market valuation of the ownership share to distribute assets or facilitate buyouts.
Managing business operations: ensuring employees, vendors, and clients are informed and the business continues to run smoothly during the estate process.
Protecting assets: safeguarding company property, intellectual property, and financial accounts until they can be legally transferred or distributed.
Organizing potential general service requests and/or warranty claims and their settlement and necessary reserves.
Global Customer Service & Support Manager
Thermo Fisher Scientific
Responsibility for global technical customer service and support: technical support, depot repair, field service, service training center, contact center, TPMs, spare parts and logistics (budget, P&L, CAPEX and OPEX).
Overall responsibility for the key economic figures of the subregion (P&L) as well as the development and implementation of cost-reduction and efficiency-enhancement initiatives.
Customer management and representing Thermo Electron’s interests to customers while showing genuine interest in the business cases of key individual customers.
Areas of business service and support management: B2B (subsidiaries, distribution, sales partners) and B2BC (pharma, food, battery, mining, sundry).
Responsibility for all technical issues and their timely resolution, including management of continuous improvement management cases (CIM, TPM) and ongoing enhancement of the performance of the rheometers and extruders in the portfolio.
Supported the sales and delivery of competitive solutions by identifying and providing technical solutions for operation and commissioning of rheometers and extruders to increase service revenue in fleet optimization, parts & repair, and new maintenance contracts.
Established service training center operations and developed new training program with skill-matrixed qualification.
Modulization of products for Industry 4.0 digitalization.
Successfully outsourced and reorganized contact center operations (Tier 1 and Tier 2), significantly improving customer satisfaction and customer effort.
Created global KPI, SLA and OLA standards for technical support, field service, depot repair, service training center, and contact center.
Managed the performance management governance of global subregions by hosting regular operational performance meetings and continuously improving focus on actions influencing relevant KPIs.
Customer Service Manager KMT (Military Project)
Thermo Fisher Scientific
Supervised and established support and service structures for TPMs.
Oversaw and improved business development.
Defined and established all reporting requirements (SLAs and KPIs).
Led contract negotiations.
Managed the interface and collaborated with local responsibles to achieve best practices for the organization and its employees while installing refurbished machines.
General Manager Digitization Solutions
CHESAPEAKE LLC
Executive business consulting: sales, service & support, supporting and improving technical customer service organizations (NDA agreements).
Worked with FDS Petersborough, UK, cooperating with COOs, VPs, directors and external stakeholders to enhance business success.
Participated in global customer service transformation projects for international clients; provided support with conception and execution of optimal solutions.
Areas of responsibility: sales, contact centers, tech support, warehousing, order management, field service, personnel, KPIs, applications.
Created success KPIs: customer satisfaction and customer effort.
Prepared service organizations to be "service as a business organization."
Led sales & marketing development and service & support organization development.
Drove service sales & contracting and multi-site operations.
Defined KPIs, SLAs and OLAs and maintained overview of customer and machine lifecycle.
Focused on digitalization of overall service and sales business operations including service ticketing and CRM SMS solutions.
Emphasized necessity of keeping service responsive in times of GTC through spare parts focus.
Developed training systematic and methodological programs, social media, SEM, local press strategies, evaluation of employee performance, and motivation and team spirit.
Director Customer Service International
Einhell AG Group
Supervised 35+ service directors, 110+ direct reports and 200+ indirect reports; oversaw business development, global service & support management, new market penetration, CRM, and contract negotiations.
Established and led contact center services in EMEA: Tier 1 and Tier 2 sales and support, Tier 3 technical support and onsite support.
Evaluated and successfully introduced Genesys workflow management solution for call center services.
Identified opportunities to modernize operations through a technology innovation roadmap including ACD and IVR platforms and services, contact routing, automation, click-2-call/click-2-chat, and mobile application functionality.
Defined international service financial objectives, reporting requirements, expenditures and sales.
Analyzed KPI result variances and initiated corrective actions.
Created budgets and oversaw RFP process, vendor selection, and vendor management.
Senior Manager, Customer Service & Support EMEA
Kyocera Mita Europe B.V.
Directed EMEA sales, service delivery, and support functions; led 30+ direct reports and 300+ indirect reports.
Drove strategic planning, revenue maximization, up-selling, reporting, call center operations, system upgrades, and customer satisfaction.
Implemented, developed and led international call center services for EMEA and Cuba from Londonderry, A Coruna, Milan, Berlin, Amsterdam, Brussels and Essen: service, support and sales, Tier 1-3, over 2 million calls annually.
Evaluated and successfully introduced SAP CRM for call center, technical support, RMA handling, and service logistics.
Defined and established all EMEA reporting requirements (KPIs) for quarterly international service management meetings.
Streamlined processes to maximize efficiency and effectiveness within service departments.
Worked closely with business partners to identify strategic opportunities to improve performance and customer experience.
Manager, Customer Service & Support
RICOH GmbH
Led 20+ customer service & support team, introduced bonus system, managed partner program, trained 300+ dealers, built national helpdesk, and coached and developed team.
Ensured appropriate measurements of operational and reporting analysis, revenue production, customer and team member satisfaction, cost efficiencies and other KPIs were in place.
Aligned objectives with business strategy through active participation in corporate strategic planning, sales and service strategy development, forecasting, resource planning, and budgeting.
Summary
Accomplished, forward-thinking, strategic and business-minded leader with 25-year portfolio of success driving sales, operations, budgeting, purchasing, marketing, customer service, and team leadership across the Customer Service, Call Center, Tech Support and Field Service industries in Europe. Finely honed leadership, decision-making, relationship-building, negotiation, communication, interpersonal, analytical, technical, and problem-solving skills.
Skills
Sales & Service & Support
Tech Service Management
Field Service Management
P&l, Capex, Opex
Customer Service X-elence
Team Leadership & Mentoring
Operations Management
Call Center Management
Revenue Maximization
Multi-site Operations
Revenue Forecasting
Project Management
Recruiting & Hiring
Kpi Metrics Analysis
Profit Optimization
Inventory Control
Customer Satisfaction
Sales & Marketing
Quality Standards
Negotiations
Cost Reductions
Vendor Relations
Seo & Sem
Customer & Staff Training
Instrumental In Maximizing Revenue, Optimizing Profitability, Reducing Costs, Introducing New Systems, Improving Processes, And Delivering Superior Customer Service.
Built-up Hotline And Contact Center Operations, For More Than 2 Million Contacts Anually, Hired Staff, Defined Equipment.
Contracted Multiple Emea Call & Contact Center Vendors For Emea Operations, Defined Slas For Multiple Lobs, Hired Staff, Defined Kpis, Budgeted Expenses, Defined Sales, And Managed And Controlled Operations.
Emea Train-the-trainer-program, Defined And Established Program For Multiple Levels Of Contact Service And Support.
Proven Ability To Communicate, Collaborate, And Negotiate Effectively With Professionals At All Levels Of An Organization.
Well-versed In Technology, Marketing, Crm Strategies, Business Development, And Performance Management.
Dedicated To Identifying And Leveraging Opportunities To Drive Improvements Across All Areas Of Operations.
Skilled In Recruiting, Supervising, Training, And Motivating High-performance Teams Of Up To 300+.
Early Career Success In Results-oriented Corporate Sales & Service Leadership Roles.
Sap Crm
Salesforce
Genesys
Service Max
Zendesk
Aristool
Linux Basics
Ms And Novell Admin
Cloud-software
Saas
Ms Word
Excel
Quickbooks
Erp Sap
Nps Lumoa
Languages
Education
University of Karlsruhe
Diploma · Business Administration & Computer Science · Karlsruhe, Germany
Ludwig Erhard Labour School
Apprenticeship Program · Industrial Business Administration & Sales · Karlsruhe, Germany
Certifications & licenses
ITIL Foundation Certification
Profile
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