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

Freelancer. Selected projects:

• DCS Digital Charging Solutions, Munich: customer service reorganization, nearshore vendor management, scorecard implementation, definition of quality management and CSAT management, customer loyalty.
• TWS Total Webhosting Solutions Group, Amsterdam: customer service reorganization strategy, brand consolidation, mass-market web hosting customer service strategy, quality and CSAT management definition, upselling.
• Advanzia Bank, Luxembourg: two-provider strategy for nearshore customer service, RFP process.
• 1&1 Versatel GmbH: defining upsell campaigns for business customers migrating from ISDN to NGN (VoIP), customer engagement, migration terms, 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 billing, CRM system requirements (MS Dynamics), vendor management.
• Lechwerke, LEW, Augsburg: defining service level credits for phone and written contacts (skill definition, forecasting, SLA measurement, quality measurement, scorecards, bonus-malus), supporting the tender process and service provider selection.

• Mobilcom-debitel/freenet location
• Managed 367 customer advisors in commercial, technical, and sales support for mobilcom-debitel (freenet group)
• Oversaw 82 specialists responsible for process and requirements management, testing, quality management, forecasting, and workforce management across a call center network (multiple sites)
• Directly managed 4 department heads and 4 administrative staff
• Held €16.8M p.a. budget/revenue responsibility
• Telecom customer service
• Conducted needs assessments, performance reviews, and cost-benefit analyses
• Set and met performance targets for speed, efficiency, cross- and upselling, and quality in inbound B2C customer service
• Ensured data backup and data protection
• Advised the client on product and service definition: optimized product launch process
• Performed spot-check monitoring of contacts for quality, error types, and efficiency
• Coordinated recruitment
• Major projects and achievements: change management from in-house customer service to a service contact center, increased productivity along with quality improvements, achieved highest customer satisfaction and sales results in mobilcom-debitel's history.

• Functional leadership for up to 8 Business Managers
• €12.6M revenue with contribution margin responsibility across multiple Transcom sites
• Customer service in telecommunications, automotive, banking, home shopping, e-commerce, video identification
• Acquiring, stabilizing, and recovering major accounts
• Negotiation experience at CXO/Executive level in German and English
• Innovative business models
• Contract management (negotiation of service level agreements)
• Business process analysis in CRM outsourcing, 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 Eastern Europe, Advanzia Bank, SWK Bank, CreditPlus Bank, 1-2-3.tv, JustFab, Identity Trust
• Delivery locations: Halle, Rostock, Osijek (Croatia), Belgrade (Serbia), Gdansk (Poland), Olsztyn (Poland), Prague (Czech Republic), Budapest (Hungary)
• Notable projects and achievements: sustained growth of all client budgets by at least 15% in revenue, won a new e-commerce client with €3.2–€3.6M annual revenue.

• Acquisition and implementation of B2B (outsourcing) telemarketing projects in IT and telecom (software marketing in CRM/CMS/DMS, lead generation for in-house projects, lead generation and sales for SaaS solutions)
• Created the business plan and organizational forecast
• Created the marketing and sales concept; acquired 'friendly user' first customers
• Initial contact and acquisition of major accounts ('New Logo Sales') in the IT and telecom industry
• Defined web and market presence; managed the marketing agency; coordinated press releases
• Selected and implemented an internal CRM system (benchmarking)
• Planned and executed various telemarketing projects; quality assurance and control for software marketing.

• Consulted on customer demand and relationship management projects
• CRM strategy, CRM systems; advised on CRM system selection and implementations; integration and customization
• Projects in cross/up-selling and win-back in corporate and mass markets, focusing on Deutsche Telekom and T-Systems
• Sales force management
• (International) key account management; sales force automation
• Key projects and achievements: win-back of a major Deutsche Telekom customer in the telephony value-added services area; developed a consulting product 'functional Key Account Management' for implementation at T-Systems; prepared an executive board proposal for the introduction of the FMI (Fixed-Mobile Integration) product at Deutsche Telekom; contributed to the 'cross- and up-selling in the mass market' concept for T-Online.

• (Sonera, Finnish telecom)
• A project manager and a project office assistant as direct reports
• Sales of a mobile banking platform based on a digital signature security technology (in preparation for a mobile commerce strategy)
• Development of the sales concept and building the sales structure
• Direct sales of the technical platform to financial institutions, banks and banking data centers
• Establishment of an indirect sales channel (partner program) via system integrators
• Establishment of an internal telemarketing center (budget planning, setup and process planning)
• Key projects and achievements: Secured project contracts (with customers paying upfront) with two major accounts: Eurokartensysteme, SIS West (data center of Sparkassen banks in West Germany).