Jenna S.
Freelance Consultant, Coach & Interim Manager
Experience
Mar 2023 - Present
2 years 10 monthsMunich, Germany
Freelance Consultant, Coach & Interim Manager
Jenna Schweizer Consulting
- Project Management Consulting; focus on Agile, Scrum, SaFe and Lean methodologies
- Process optimization according to Lean & Six Sigma
- Coaching on Project and Process Management
- Interim Management for leading roles in Program Management and Customer Operations
- 03/2023 – 02/2024: Lead Service & Vendor Management at DuMont Mediengruppe GmbH
Nov 2021 - Mar 2023
1 year 5 monthsMunich, Germany
Team Lead Project Management Office Customer Operations
IDnow GmbH
- Development, set up and lead of the Project Management Office team in Customer Operations
- Project lead for business-critical, CEO sponsored projects managing internal and global external stakeholders
- Implementation of companywide process and project management standards
- Coach and consultant for project management methods and tools
Dec 2020 - Oct 2021
11 monthsMunich, Germany
Scaled Agile Epic Owner & Product Manager
Sky Deutschland Fernsehen GmbH & Co. KG
- Creator and owner of end-to-end customer journeys for new products
- Design of journeys according to local & corporate group requirements focusing on the best possible (digital) customer experience
- Cooperation with business owners and stakeholders across the corporate group
Aug 2020 - Nov 2020
4 monthsMunich, Germany
Senior Manager Projects & Continuous Improvement
Sky Deutschland Fernsehen GmbH & Co. KG
- Senior – Project Lead, Coach, Consultant
- Leading companywide, management board sponsored projects
- Set up and steering of a program for projects aiming at reducing the call centers’ average handling times
- Consulting and communication across all management levels
- Conducting training and coaching on various lean and project management methods
Jul 2018 - Jul 2020
2 years 1 monthMunich, Germany
Manager Continuous Improvement & Service Design
Sky Deutschland Fernsehen GmbH & Co. KG
- Project Lead, Coach, Consultant
- Leading cross-site efficiency projects focusing on Customer Service
- Consulting the management on efficiency opportunities
- Education and coaching on Lean Six Sigma, Services Design and Scrum projects
- Continuous development of the department’s education opportunities
Dec 2016 - Jun 2018
1 year 7 monthsMunich, Germany
Manager Business Analysis
Sky Deutschland Fernsehen GmbH & Co. KG
- Development and implementation of a new Customer Service budgeting model and the corresponding process
- Management and communication of budget relevant KPIs
- Interface between Controlling, CS Forecasting and Project Management departments
- Design, administration and further development of reports, dashboards and analyses
- Cooperation among different departments and management levels
Mar 2013 - Nov 2016
3 years 9 monthsMaastricht, Netherlands
Lean Advisor
Mercedes-Benz Customer Assistance Center Maastricht (CAC)
- Establishment of the company’s lean management department: Operational Excellence
- Deputy head of the Operational Excellence and the CEO’s mentee
- Leading lean projects and implementing the lean mindset within the company
- Application, further development of and consultancy on lean tools, analyses and efficiency identification
Feb 2012 - Feb 2013
1 year 1 monthMaastricht, Netherlands
Lean Specialist
Mercedes-Benz Customer Assistance Center Maastricht (CAC)
- Implementation of lean methods and performing process analyses in a company where lean mentality is unknown
- Development of analysis tools and process measurement methods
Summary
Agile & result-oriented, with 10+ years of experience in building and leading project teams, identifying and implementing sustainable efficiency improvements and spreading the Continuous Improvement mindset. Equipped with an analytical and well-structured mindset, always aiming at designing innovative products and end-to-end processes according to customers’ needs and the company’s highest possible benefit.
Languages
German
NativeEnglish
AdvancedDutch
ElementaryEducation
Feb 2010 - Mar 2012
Maastricht University
Master of Science in International Business, Strategy and Innovation · International Business · Maastricht, Netherlands
Sep 2005 - Jan 2010
Maastricht University
Bachelor of Science in Economics, Crisis management, Strategy, Cultural diversities · Economics · Maastricht, Netherlands
Certifications & licenses
Certified SAFe 5 Product Owner / Product Manager
Service Design Practitioner
Professional Scrum Master I
Lean Six Sigma Green Belt
Six Sigma Yellow Belt
COPC Coordinator
Certified Lean Advisor
Uni Reutlingen
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