Senior Consultant, CX, C-Sat, Customer Value Management

Freelancer. Assignments (selection):

• DCS Digital Charging Solutions, Munich: customer service reorganization, managing nearshore providers, implementing scorecard, defining quality management and CSAT management, customer loyalty.
• TWS Total Webhosting Solutions Group, Amsterdam: customer service reorganization strategy, brand consolidation, web hosting mass market customer service strategy, defining quality management and CSAT management, upselling.
• Advanzia Bank, Luxembourg: two-provider nearshore customer service strategy, RFP process.
• 1&1 Versatel GmbH: defining upsell campaigns for business customers from ISDN to NGN (VoIP), customer approach, migration conditions, order entry, service delivery, end-to-end processes, customer communication.
• E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt: defining customer service processes (telecom, mass market, use cases), order entry, field sales processes, commission accounting, requirements for the CRM system (MS Dynamics), vendor management.
• Lechwerke (LEW), Augsburg: defining service specs for phone and written contacts (skill definition, forecasting process, service level measurement, quality measurement, scorecard, bonus-malus), supporting the tender process for vendor selection.

• (mobilcom-debitel/freenet site)
• 367 customer advisors in commercial, technical and sales support for mobilcom-debitel (freenet group)
• 82 specialists responsible for process and requirements management, testing, quality management, forecasting and workforce management of a call center network (multiple sites)
• 4 department heads and 4 administrative staff in direct reports
• €16.8 million p.a. budget/revenue responsibility
• customer service in telecommunications
• needs assessment, performance reviews and cost-benefit analyses
• setting and meeting performance targets for speed, efficiency, cross- and upselling and quality in inbound B2C customer service
• ensuring data backup and data protection
• advising the client on product and service definition: optimized product launch process
• spot checking contacts for quality, errors and efficiency
• coordinating recruitment
• key projects and achievements/results: change management: from in-house customer service to service-oriented contact center, increased productivity while improving quality, highest customer satisfaction and sales results in mobilcom-debitel's history.

• functional leadership of up to 8 business managers
• €12.6 million revenue with contribution margin responsibility across multiple Transcom sites
• customer service in telecommunications, automotive, banking, home shopping, e-commerce, video ID
• acquisition, stabilization and recovery of major accounts
• negotiation experience at CXO/management level in German and English
• innovative business models
• contract management (negotiating service level agreements)
• business process analysis in CRM outsourcing projects, business process optimization in CRM projects, implementation and development of scorecards, CRM quality control and monitoring systems, customer experience management
• clients: Tele2 (Germany, Austria and Croatia), 1&1, BMW Central Europe, Advanzia Bank, SWK Bank, CreditPlus Bank, 1-2-3.tv, JustFab, identity Trust
• operational sites: Halle, Rostock, Osijek (Croatia), Belgrade (Serbia), Gdansk (Poland), Olsztyn (Poland), Prague (Czech Republic), Budapest (Hungary)
• key projects and achievements: continuous growth of all client budgets by at least 15% in revenue volume, winning a new e-commerce client with €3.2 to €3.6 million p.a. revenue.

• Acquisition and implementation of B2B (outsourcing) telemarketing projects in IT and telecom (selling CRM/CMS/DMS software, lead generation for in-house projects, lead generation and sales for SaaS solutions)
• Creating the business plan, creating the organizational forecast
• Developing the marketing and sales concept, acquiring "friendly user" first customers
• Initial contact and acquisition of major accounts ("new logo sales") in IT and telecom
• Defining web and market presence, managing the marketing agency, coordinating press releases
• Selecting and implementing an internal CRM system (benchmarking)
• Planning and executing various telemarketing projects, quality assurance and management of software marketing.

• Consulting in customer demand and relationship management projects
• CRM strategy, CRM systems, consulting in CRM system selection and CRM system implementations, integration and customizations
• Projects in cross/up-selling and win-back in business customer and mass markets, focusing on Deutsche Telekom and T-Systems
• Sales force management
• (International) key account management, sales force automation
• Special projects and achievements: Win-back of a major Deutsche Telekom customer in the value-added telephony services area; development of a consulting product 'functional key account management' for implementation at T-Systems; preparation of the board proposal for the introduction of the FMI (Fixed-Mobile Integration) product at Deutsche Telekom; contribution to the 'cross- and up-selling in the mass market' concept for T-Online.

• (Sonera, Finnish telecom)
• One project manager and one project office assistant reporting directly to me
• Sales of a mobile banking platform based on digital signature security technology (preparing a mobile commerce strategy)
• Developing the sales concept and building the sales structure
• Direct sales of the technical platform to financial institutions, banks, and bank data centers
• Building indirect sales (partner program) via system integrators
• Setting up an internal telemarketing center (budget planning, setup and process planning)
• Special projects and achievements: project contracts (with clients in advance) with two major accounts: Eurokartensysteme, SIS West (data center for savings banks in West Germany).