Dirk Werner
Senior Consultant, CX, C-Sat, Customer Value Management
Experience
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
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
Site Manager Sarajevo
Teleperformance Germany in Bosnia & Herzegovina
- Setting up a German-speaking nearshore site
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
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
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.
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
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
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
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
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
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
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
Industries Experience
See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.
Experienced in Telecommunication (27 years), Banking and Finance (14 years), Automotive (9.5 years), Utilities (7 years), Professional Services (5 years), and Information Technology (3 years).
Business Areas Experience
The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.
Experienced in Customer Service (22 years), Sales (20 years), Project Management (13 years), Quality Assurance (8.5 years), Strategy (8.5 years), and Marketing (6 years).
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:
- Ms Office, Professional
- Sql - Structured Query Language, Basic Knowledge
- Html, Basic Knowledge
- Technical Structure Of Fixed-line And Mobile Networks, Basic Knowledge
- Security Technologies (Pki, Wpki, Wim, Wtls), Basic Knowledge
Languages
Education
Europa-Universität Viadrina
Master of Business Administration, Central and Eastern European Management · Central and Eastern European Management · Frankfurt an der Oder, Germany
Universität der Bundeswehr
Pre-diploma in economics, business administration and public administration · Economics, Business Administration and Public Administration · Hamburg, Germany
Viktoria-Luise-Schule
High school diploma · Hamelin, Germany
Certifications & licenses
Sport boat license
Profile
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