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

Freelancer. Selected assignments:

• DCS Digital Charging Solutions, Munich: customer service reorganization, management of nearshore service providers, scorecard implementation, quality management and CSAT management definition, customer loyalty
• TWS Total Webhosting Solutions Group, Amsterdam: customer service reorganization strategy, brand consolidation, webhosting mass market customer service strategy, quality management and CSAT management definition, upselling
• Advanzia Bank, Luxembourg: two-provider nearshore customer service strategy, RFP process
• 1&1 Versatel GmbH: definition of upsell campaigns for business customers migrating from ISDN to NGN (VoIP), customer engagement, switching incentives, order entry, service delivery, end-to-end processes, customer communication
• E.ON Broadband, Avacon Connect GmbH, Berlin and Sarstedt: definition of customer service processes (telco, mass market, use cases), order entry, field sales processes, commission accounting, CRM system requirements (MS Dynamics), vendor management
• Lechwerke, LEW, Augsburg: definition of service credits for phone and written contacts (skill definitions, forecasting process, SL measurement, quality control, scorecard, bonus-malus), support for tender process and 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 in direct report
• €16.8 million p.a. budget/revenue responsibility
• Telecommunications customer service
• Needs assessment, performance reviews and cost–benefit analyses
• Setting and achieving performance targets for speed, efficiency, cross- and upsell, 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
• Random sampling of contacts for quality, error patterns and efficiency
• Coordination of recruitment
• Special projects and achievements: change management from in-house customer service to outsourced contact center, productivity increase with simultaneous quality improvements, best customer satisfaction and sales results in mobilcom-debitel 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
• Acquisition, stabilization and recovery of major accounts
• C-level negotiation experience in German and English
• Innovative business models
• Contract management (negotiation of service level agreements)
• Business process analysis in CRM outsourcing projects, process optimization in CRM projects, scorecard development and enhancement, quality control systems in CRM, customer experience management
• Clients: Tele2 (Germany, Austria and Croatia), 1&1, BMW Central and 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 achievements: sustained budget growth of at least 15% in revenue with clients, acquisition of a new e-commerce client generating €3.2–3.6 million p.a.

• Acquisition and execution of B2B (outsourcing) telemarketing projects in the IT-Telecommunications sector (marketing of CRM/CMS/DMS software, lead generation for in-house projects, lead generation and sales for SaaS solutions)
• Creation of business plan and organizational forecast
• Development of marketing and sales concept, acquisition of “friendly user” initial customers
• First contact and acquisition of major accounts (“new logo sales”) in IT and telecom industries
• Definition of web and market presence, management of marketing agency, coordination of press releases
• Selection and implementation of an internal CRM system (benchmarking)
• Planning and execution of various telemarketing projects, software marketing quality assurance and control.

• Consulting on customer demand and relationship management projects
• CRM strategy, CRM systems, advisory on CRM system selection and implementation, integration and customization
• Cross/up-selling and win-back projects for corporate and mass markets focusing on Deutsche Telekom and T-Systems
• Sales force management
• (International) key account management, sales force automation
• Special projects and successes: win-back of a major Deutsche Telekom client in value-added telephony, development of a consulting product ‘functional key account management’ for T-Systems, board presentation for introduction of FMI (Fixed-Mobile Integration) at Deutsche Telekom, contribution to ‘cross- and up-selling in the mass market’ concept for T-Online.

• (Sonera, Finnish telecom)
• 1 project manager and 1 project office assistant in direct report
• Sales of a mobile banking platform based on digital signature security technology (preparation of a mobile commerce strategy)
• Creation of sales concept and establishment of sales structure
• Direct sales of the technical platform to financial institutions, banks and data centers
• Development of an indirect sales channel (partner program) via system integrators
• Setup of an internal telemarketing center (budget planning, structural and process planning)
• Special projects and successes: project contracts (with customer pre-financing) with two major accounts: Eurokartensysteme, SIS West (Sparkassen data center in West Germany).