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

Recommended expert

Erfurt, Germany

Experience

Mar 2019 - Present

6 years 11 months

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

ojuto GmbH

Reorganization of customer service at DCS Digital Charging Solutions, Munich
Managing nearshore service providers
Introduction of scorecard, quality management and CSAT management definitions, customer loyalty
Customer service reorganization strategy at TWS Total Webhosting Solutions Group, Amsterdam
Brand consolidation
Webhosting mass market customer service strategy
Quality management and CSAT management definitions, upselling
Provider strategy for nearshore customer service, RFP process at Advanzia Bank, Luxembourg
Definition of upsell campaigns for business customers from ISDN to NGN (VOIP) at 1&1 Versatel GmbH
Customer approach, change conditions, order entry, service delivery, end-to-end processes, customer communication
Definition of customer service processes (telecom, mass market, use cases) at E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt
Order entry, field sales processes, commission billing, requirements for the CRM system (MS Dynamics), vendor management
Definition of service statements for phone and written contacts (skill definition, forecasting process, SL measurement, quality measurement, scorecard, bonus-malus) at Lechwerke, LEW, Augsburg
Supporting the tender process for selecting service providers

Nov 2017 - Feb 2019

1 year 4 months

Berlin, Germany

Head of Customer Service

Rechtsanwaltskanzlei Ruff GmbH

Documenting processes
Reorganization of customer/client service
Introduction of a scorecard
Introduction of an employee bonus system
Customer service strategy
Contact avoidance strategy
Customer touchpoint analysis
Further digitization of processes

Nov 2017 - Feb 2019

1 year 4 months

Sarajevo, Bosnia and Herzegovina

Site Manager Sarajevo

Teleperformance Germany in Bosnia & Herzegovina

Setting up a German-speaking nearshore site

Mar 2017 - Sep 2017

7 months

Erfurt, Germany

Site Manager

Capita Customer Service (Germany) GmbH

Leading 367 customer advisors in commercial, technical, and sales support for mobilcom-debitel (freenet group)
Responsible for 82 specialists in process and requirements management, testing, quality management, forecasting, and workforce management of a call center network
Direct leadership responsibility for 4 department managers and 4 administrative staff
Budget/revenue responsibility of 16.8 million euros p.a.
Needs assessment, performance reviews, and cost-benefit analyses
Setting and meeting performance goals for speed, efficiency, cross- and upselling, and quality in inbound B-to-C customer service
Ensuring data backup and data protection
Advising the client on product and service definition: optimized product launch process
Sampling contacts to monitor quality, error patterns, and efficiencies
Coordinating recruitment
Change management: from in-house customer service to a service contact center with increased productivity, higher quality, best customer satisfaction scores, and sales results

Mar 2015 - Dec 2016

1 year 10 months

Osijek, Croatia

Site Manager Osijek, German Nearshore Market Manager

Transcom Halle GmbH

Leading 245 employees in Croatian-speaking support and 192 employees in German-speaking support (commercial, technical, and sales support)
P&L responsibility for Osijek (6.8 million euros p.a.) and an additional 4.5 million euros revenue/contribution margin responsibility at other nearshore sites
Needs assessment, performance reviews, and cost-benefit analyses
Setting and meeting performance goals for speed, efficiency, cross- and upselling, and quality in inbound B-to-C customer service
Ensuring data backup and data protection
Advising the client on product and service definition: optimized product launch process
Sampling contacts to monitor quality, error patterns, and efficiency
Coordinating recruitment
Lease negotiations and service contracts
Turnaround of the site from a low profit margin to the planned profit margin in 9 months

Sep 2009 - Feb 2015

5 years 6 months

Halle (Saale), Germany

Country Account Manager/ Senior Account Manager

Transcom Halle GmbH

Leadership of up to 8 Business Managers
Revenue and contribution margin responsibility of €12.6 million across multiple locations
Customer service for telecommunications, automotive, banking, home shopping, e-commerce, and video identification
Acquisition, stabilization, and win-back of major accounts
Negotiation experience at CXO level in German and English
Innovative business models and contract management, including negotiating Service Level Agreements
Business process analysis and optimization in CRM outsourcing projects
Implementation and further development of scorecards and quality control systems in CRM
Customer Experience Management
Serving clients such as Tele2, 1&1, BMW Eastern Europe, Advanzia Bank, swk Bank, CreditPlus Bank, 1-2-3.tv, JustFab, identity Trust
Production sites in Halle, Rostock, Osijek, Belgrade, Gdansk, Olsztyn, Prague, Budapest
Continuous growth of all budgets by at least 15% in revenue volume
Acquisition of a new e-commerce client with €3.2–3.6 million in annual revenue.

Mar 2009 - Aug 2009

6 months

Görlitz, Germany

Managing Director, Görlitz

twenty4help Knowledge Service GmbH

Leading 640 customer advisors in commercial, technical, and sales support
P&L responsibility for the Görlitz location
Direct leadership of 4 Business Managers and 1 HR Manager
Consolidation of project situation with partial site transfer and social plan
Staff reduction, restructuring, and negotiation of a social plan
Adjustment of general administration and staff units
Turnaround of the site within 6 months

Mar 2008 - Feb 2009

1 year

Ettlingen, Germany

Board Member Marketing and Sales (CSO), Head of Sales

Axtera AG

Acquisition and implementation of B2B outsourcing telemarketing projects in the IT and telecom sector (CRM/CMS/DMS software, lead generation, SaaS sales)
Creating business plans and organizational forecasts
Developing marketing and sales concepts and acquiring friendly-user initial clients
First contact and acquisition of major accounts (new logo sales) in the IT and telecom industry
Defining web presence and market appearance, managing the marketing agency, and coordinating press releases
Selection and implementation of an internal CRM system (benchmarking)
Planning and execution of various telemarketing projects, including quality assurance and control

Jan 2004 - Feb 2008

4 years 2 months

Schutterwald, Germany

Division Manager and Key Account Manager, Authorized Officer

Walter Services TeleMedien GmbH

Leading 8 project managers
Revenue and contribution margin responsibility of €45 million p.a. across 8 sites
Customer service for telecommunications and automotive (Toll Collect)
Acquisition, stabilization, and win-back of major accounts
Negotiation experience at CXO level
Contract negotiations (tender, auction) and contract management (SLA negotiations)
Business process analysis and optimization in CRM outsourcing projects
Implementation and further development of scorecards and quality management systems in CRM
Customer Experience Management
Key Account Management for Deutsche Telekom AG and Toll Collect GmbH
Optimization of throughput times and workflows
Expansion of partnerships and long-term cooperation
Increasing the budget from €11 million to €45 million p.a. within 3 years

Jan 2002 - Sep 2003

1 year 9 months

Bonn, Germany

Senior Consultant 'Processes & Applications'

Detecon International GmbH

Consulting in customer demand and relationship management projects
Development of CRM strategy and CRM system implementations, including selection, integration, and customization
Projects in cross-/up-selling and win-back in business and mass markets (focus on Deutsche Telekom and T-Systems)
Sales force management and sales force automation
International Key Account Management
Win-back of a major Deutsche Telekom client in telephone value-added services
Development of a consulting product 'Functional Key Account Management' for T-Systems
Creation of an executive briefing for the introduction of FMI (Fixed-Mobile Integration) at Deutsche Telekom
Contribution to the cross- and up-selling concept in the mass market for T-Online

Jul 2000 - Dec 2001

1 year 6 months

London, United Kingdom

Marketing Manager Applications

T-Motion plc

Analysis and selection of mobile applications and integration into the T-Motion/t-zones portal
Setup of content partner management
Competitive analysis, partner selection, development of a partner program, and contract negotiations in Germany, Austria and the UK
Project management for application integration

Aug 1998 - Jun 2000

1 year 11 months

Erfurt, Germany

Head of Sales (D/A/CH)

Sonera SmartRing GmbH

Managing a project manager and a project office assistant
Sales of a mobile banking platform with digital signature technology
Development of the sales concept and setup of the sales structure
Direct sales to financial institutions, banks, and data centers
Setup of an indirect sales channel via system integrators
Setup of an internal telemarketing center, including budget, setup, and process planning
Signing contracts with Eurokartensysteme and SIS West

Oct 1992 - Jul 1998

5 years 10 months

Elmshorn, Germany

Head of Inside Sales

Talkline GmbH

Management of the inside sales department with 95 employees supporting telecommunications dealers
Direct management of four team leaders
Development and optimization of sales processes and systems
Dealer retention strategy by integrating dealers into Talkline Order Entry systems
Optimization of commission billing
Sub-project leadership for system and database migrations in the CRM and Order Entry system
Setup of systematic key account management (key account management)
Project management for the direct marketing brand unicomdirect

Skills

Personal Skills:

Strong Leadership Skills With Team Player Abilities, Confident, Empathetic, Trustworthy, And Assertive

Professional Skills:

Telecommunications Marketing And Sales Specialist Since 1992 For Direct And Indirect Sales Channels
Many Years Of Experience Developing And Implementing Crm Best Practices As A Competitive Edge: Customer Experience, Customer Touch Points, Customer Journey, Digitization
Building Trust-based Relationships With Various Stakeholders Up To C-level In A Very Short Time
Development Of New Services, Product And Process Standardization, Quality Assurance In Marketing Projects, Direct And Indirect Sales In The Mass Market
Leading And Working In Matrix Organizations, Excellent Key Account Management In Large Projects
Experience Working With International (Virtual) Teams
Change Management (Including International)
P&l Responsibility / Budget Control

Leadership:

Leadership Instead Of Management As The Highest Principle: Learning Together, Sharing Experiences And Convincing, But Also Reflecting When Strong Arguments Are Presented.

It And Technical Skills: