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

Freelancer. Assignments (selection):

• DCS Digital Charging Solutions, Munich: reorganizing customer service, managing nearshore provider, introducing scorecard, defining quality management and CSAT management, customer loyalty.
• TWS Total Webhosting Solutions Group, Amsterdam: customer service reorganization strategy, brand consolidation, webhosting mass market customer service strategy, defining quality management and CSAT management, upselling.
• Advanzia Bank, Luxembourg: two-provider strategy for nearshore customer service, RFP process.
• 1&1 Versatel GmbH: defining upsell campaigns for business customers from ISDN to NGN (VOIP), customer messaging, 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 (telco, mass market, use cases), order entry, field sales processes, commission billing, CRM system requirements (MS Dynamics), provider management.
• Lechwerke, LEW, Augsburg: defining service tickets for phone and written contacts (skill definitions, forecasting process, SL measurement, quality measurement, scorecard, bonus-malus), supporting tender process for provider 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 across a call center network (multiple sites)
• 4 department heads and 4 administrative staff reporting directly
• €16.8 million per year budget/revenue responsibility
• Telecommunications customer service
• Needs assessment, performance reviews, and cost–benefit analyses
• Setting and achieving performance goals in speed, efficiency, cross- and upsell, and quality in inbound B2C customer service
• Ensuring data security and privacy compliance
• Advising the client on product and service definition: optimized product launch process
• Spot-check monitoring of contacts for quality, errors, and efficiency
• Coordinating recruitment
• Special projects and results: change management from inhouse customer service to a service contact center, increased productivity while improving quality, best customer satisfaction scores 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 for telecommunications, automotive, banking, home shopping, e-commerce, video identification
• Acquiring, stabilizing, and winning back 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, process optimization in CRM projects, introducing and further developing scorecards, quality control systems in CRM, customer experience management
• Clients: Tele2 (Germany, Austria, Croatia), 1&1, BMW Eastern Europe, Advanzia Bank, swk Bank, CreditPlus Bank, 1-2-3.tv, JustFab, identity Trust
• Production sites: Halle, Rostock, Osijek (Croatia), Belgrade (Serbia), Gdańsk (Poland), Olsztyn (Poland), Prague (Czech Republic), Budapest (Hungary)
• Special projects and results: continuous growth of all client budgets by at least 15% in revenue, winning a new e-commerce client generating €3.2–3.6 million annually.

• Acquiring and executing B2B telemarketing outsourcing projects in IT and telecom (software marketing in CRM/CMS/DMS, lead generation for inhouse projects, lead generation and sales for SaaS solutions)
• Creating the business plan, organizational forecast
• Developing the marketing and sales concept, acquiring “friendly user” initial clients
• First contact and acquisition of major accounts “new logo sales” in IT and telecom
• Defining web and market presence, managing marketing agency, coordinating press releases
• Selecting and implementing an internal CRM system (benchmarking)
• Planning and running various telemarketing projects, quality assurance and control in software marketing.

• Consulting on customer demand and relationship management projects
• CRM strategy, CRM systems, advising on CRM system selection and implementation, integration and customization
• Projects in cross-/upselling and win-back in corporate and mass markets, focused on Deutsche Telekom and T-Systems
• Sales force management
• (International) key account management, sales force automation
• Special projects and results: win-back of a major Deutsche Telekom client in telephony value-added services, developing a consulting product ‘functional key account management’ for T-Systems, drafting board proposal for FMI (fixed-mobile integration) at Deutsche Telekom, contributing to ‘cross- and upselling in the mass market’ concept for T-Online.

• (Sonera, Finnish telecom)
• 1 project manager and 1 project office assistant reporting directly
• Selling a mobile banking platform based on digital signature security technology (preparing a mobile commerce strategy)
• Creating the sales concept and building the sales structure
• Direct sales of the technical platform to financial institutions, banks, and data centers
• Establishing an indirect sales channel (partner program) via system integrators
• Building an internal telemarketing center (budgeting, setup, and operations planning)
• Special projects and results: project contracts (with client prepayment) with two major accounts: Eurocard Systems, SIS West (Sparkassen data center in western Germany).