Mirko Bonk - Project Manager

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Korschenbroich, Germany

Experience

Jan 2024 - Present

1 year 7 months

Flörsheim am Main, Germany

Project Manager

MCE Bank GmbH

Project languages: German/English
Business analysis, implementation projects

Nov 2023 - Present

1 year 9 months

Küsnacht, Switzerland

Business Analysis, IT Analysis, Architecture

Micro Mobility Systems AG

Project language: German
Business analysis, IT analysis, architecture

Aug 2023 - Present

2 years

Karlsruhe, Germany

Principal Consultant

Atruvia AG

Organizational consulting in output management, change management

Mar 2023 - Present

2 years 5 months

Düsseldorf, Germany

Principal Consultant

Nord Ost West Informationstechnik GmbH

Organizational consulting in output management, change management

Nov 2022 - Jan 2023

3 months

Stuttgart, Germany

Consultant Project Management

iconCXM GmbH

Business development, project setup

Jul 2022 - Dec 2023

1 year 6 months

Düsseldorf, Germany

Consultant Go to Market Support Customer Service

O2 Telefónica Germany GmbH & Co. OHG

Project language: English
Business readiness testing, CCI, product launches GTM, training materials, IT request management

Mar 2022 - Present

3 years 5 months

Küsnacht, Switzerland

Project Manager, Microsoft Dynamics Implementation

Microlino Mobility Systems AG

Project language: English
Business analysis, implementing requirements in MS Dynamics CE
Managing Italian vendors for implementation
Building MS Dynamics Sales & Customer Service & Field Service App & Partner Portal
ERP consulting MS Dynamics F&O

Mar 2022 - Oct 2022

8 months

Zürich, Switzerland

Project Manager for MDS GmbH/SET GmbH

Allianz Suisse Versicherungs-Gesellschaft AG

Introducing POSY-Outputfactory, business analysis, architecture

Mar 2021 - Mar 2022

1 year 1 month

Aachen, Germany

IT Project Manager

NEXT.e.GO SE

Project language: English
Proof of concept for implementing Annata Automotive Accelerator ERP solution based on Microsoft Dynamics with international vendor team, project lead BSS systems
Requirements gathering, consolidation, project management, workshops, results summary, business case, rollout planning and decision support
Data model adjustments, return to standard and optimizations in MS Dynamics to replace legacy software
Interim management for marketing, sales and after-sales IT systems

Oct 2020 - Jul 2021

10 months

Hanover, Germany

Consulting

MDS GmbH

Data protection, support for ISO 27001 certification
SWOT analysis
Structured development of data protection concept and regulations under GDPR and ISO 27001

Oct 2020 - Mar 2021

6 months

Karlsruhe, Germany

IT Migration Project Lead

Oberfinanzdirektion

Leading migration of output management system
Project management and control
Defining and monitoring weekly sprints
License management

Oct 2020 - Jan 2021

4 months

Munich, Germany

IT Migration Project Lead

Value Transformation Services S.p.A. (Joint Venture IBM & Unicredit)

Leading migration of output management system
Project management and control
Defining and monitoring weekly sprints
License management

Aug 2020 - Oct 2020

3 months

Nuremberg, Germany

Consulting Potential Analysis

Bundesagentur für Arbeit

Consulting, identifying optimization potential
Analysis of IT and production processes in output management
Recommendations for savings in the low double-digit million range
Recommendations for production optimization

Jul 2018 - Jul 2020

2 years 1 month

Aachen, Germany

Interim Project Manager, Business Process Management Department

e.GO mobile AG

Leading several projects for PSI Penta ERP rollout
Value flow in ERP
Building accounts receivable processes for correct booking including goods flows
Documenting value flows
Controlling implementation of ERP interface to general ledger and results check
Project closure after initial successful customer deliveries
Building sales readiness
Establishing order-to-cash process
Requirements specification for ERP implementation
Process implementation and monitoring
Project closure with sales acceptance
Production program planning
Business analysis for production program planning
IT requirements specification
Building KPIs system to align sales, production, purchasing and delivery
After-sales value flows
Setting up after-sales processes in own workshop and network
ERP implementation and optimization (PSI Penta)

Jul 2018 - Jul 2019

1 year 1 month

Branch Manager West / Principal Consultant

Brainshere Informationworks GmbH

Branch Manager West (2 staff)
Principal Consultant
Client acquisition
Building West location
Project work
Profit and results responsibility

Oct 2017 - Jul 2021

3 years 10 months

Düsseldorf, Germany

Implementation Project Output Management 2020

Information und Technik Nordrhein-Westfalen

Merging (process and technical) and modernizing print centers in Düsseldorf and Hagen
Building and managing the program with subprojects
Combining production technology and workflows (budget ~€7M)
Modernizing data processing (Compart, OpenText, Posy)
Implementation consulting and change management
Creating strategic direction reports
Investing in new printing and enveloping equipment and software
Evolving core processes

Apr 2016 - Jun 2018

2 years 3 months

Hanover, Germany

Head of Consulting

SET GmbH

Head of Consulting (20 staff)
Business acquisition
Building strategic consulting
Internal & external projects

Apr 2015 - Jun 2018

3 years 3 months

Hanover, Germany

Output Management Projects and Consulting

SET GmbH

Responsibilities within SET (span of control 20)
Creating synergies between consulting teams and product support
Client projects
Potential analyses (e.g., Ricoh, NOW.IT Deutsche Rente)
Outsourcing tenders (e.g., Victoria Versicherung)
Building print centers
Strategic consulting

Feb 2015 - Sep 2015

8 months

Düsseldorf, Germany

Head of Broadband Profit Center / Interim Head of Broadband

preis24.de GmbH

Head of Broadband Profit Center (4 staff)
Offer acquisition
Website optimization
Campaign planning & control
Profit responsibility
Line management (4 staff)
Extending offers to mobile
Contract negotiations
Offer placements
Project (6 external developers)
Building broadband comparison portal
Optimizing online sales process with internal telesales synergy
ERP integration for order-to-cash

Nov 2014 - Apr 2015

6 months

Munich, Germany

Start-Up Consulting / Coaching / Business Development

VioVendi GmbH

Business development
Building telesales, direct sales
Building business processes in Salesforce CRM

Feb 2014 - Jan 2015

1 year

Hanover, Germany

Consulting

SET GmbH

Business development
Product development (functional requirements)
Developing consulting modules
Creating reference process model for print service providers

Jun 2013 - Jan 2014

8 months

Cologne, Germany

Project Management for CRM & ERP System Integration

congstar Services GmbH

Integrating white-label partners into existing customer service processes
Defining and implementing new required customer care processes, CRM handover and ERP connection for fulfillment
Unifying contact channels phone and written handling (call & work)
Implementing required integrations in RightNow system for written handling with system partner

Mar 2013 - May 2013

3 months

Cologne, Germany

Process Optimization Project Number Porting and Interim Manager Vendor Control

congstar GmbH

Number porting project (2 staff)
Analyzing and implementing process improvements in porting (mobile & landline)
CRM handover and ERP (aax²) acceptance for better process support
Reducing complaints by changing automated CRM communication
Avoiding sanctions from the Federal Network Agency
Interim management
Analyzing processes and RightNow system for handling written customer inquiries in call center
Implementing process and system improvements in written inquiry handling
Implementing reports in system
Standardizing working methods in external contact centers for written handling
Optimizing case handling in ERP system

Sep 2012 - Feb 2013

6 months

Cologne, Germany

Project Lead and Interim Management: Contact Center Change (Budget €2M)

congstar GmbH

Project (15 staff)
Building and managing second service provider for call & mail handling
Project management for switching customer care contact center
Managing timely staff ramp-up
On-site training support (arvato, Rostock)
Forecast & scheduling for launch phase
Technical connection of ACD to congstar IVR
Introducing ERP (aax²) and CRM (RightNow) systems
Integrating new cable product line into marketing & service in ERP
Aligning training materials and content
Onboarding & handover to incoming key account manager

Jun 2012 - Sep 2012

4 months

Düsseldorf, Germany

Management Consulting

Docsellent GmbH

Risk analysis and action planning
Developing backup strategies
Describing service portfolio
Developing product description

Apr 2012 - Aug 2012

5 months

Cologne, Germany

External Contact Center Tender (2 staff)

congstar GmbH

Preparing & conducting tender for external contact center switch
Creating long/shortlist
Technical and commercial analysis of offers and decision document
Planning vendor setup

Apr 2012 - Jul 2012

4 months

Cologne, Germany

Process Documentation Project

congstar GmbH

Reviewing existing process documentation
Defining modeling guidelines in ADONIS
Recording current processes in external contact center (D+S Münster)
Documenting customer care processes for client

Jan 2012 - Present

13 years 7 months

Independent Management Consultant

Unternehmensberatung Bonk

Jan 2012 - May 2012

5 months

Düsseldorf, Germany

Interim Managing Director

Itella Information GmbH

Supporting Danish Co-CEO
Sales meetings
Managing customer escalations
Closing & winding down Munich site

Dec 2011 - Apr 2012

5 months

Cologne, Germany

Interim Manager Telesales (Budget ~€3.5M)

congstar GmbH

Managing telesales channel with order hotline and chat
Campaign execution supported by ERP (aax²)
Regular KPI reporting
Joint hiring & training with vendor (Tectum Sales Gelsenkirchen)
Regular on-site vendor checks (silent monitoring, etc.)

Mar 2009 - Dec 2011

2 years 10 months

Managing Director / Director Sales / CIO / Key Account Manager Top Accounts / Product Manager

Itella Information GmbH

Managing Director from 10/2011 (380 staff), Director Sales (9), CIO (12), Key Account Manager top accounts, Product Manager
Company sale
Turnaround measures
Closing Munich production site
Managing top revenue customers (~30%)
Evolving go-to-market strategy
IT strategy overhaul and rollout (Compart, Inspire, POSY)

Oct 2006 - Feb 2009

2 years 5 months

Cologne, Germany

Senior Consultant

Steria Mummert Consulting AG

Telecom market center; Senior Consultant (18 staff)
Built organizational and management consulting unit >20 staff
Project and staff acquisition
Project lead for T-Mobile International and T-Mobile Germany
IT strategy consulting
Organizational consulting (process & structure)
Led projects:
congstar GmbH: interim management telesales; building in-house sales channel and ERP workflows
Deutsche Telekom Kundenservice GmbH: head of campaign management, building cross-group order hotline
ING DiBa: planning central call center based on past 12-month call intervals, technical setup, staffing, forecast
T-Mobile GmbH: IT strategy for network planning and build; vendor selection support and implementation
T-Mobile International GmbH: optimizing international change-request process

Nov 2002 - Sep 2006

3 years 11 months

Düsseldorf, Germany

Head of Bid Management / Head of Business Accounts / Team Lead Business Accounts

Vodafone D2 GmbH

Head of bid management (6 staff)
Responding to national and international tenders from major clients
Ensuring feasibility in ERP KIAS/pricing tool
Liaison with other Vodafone OpCos
Nationwide rollout of offer tool based on English CMS
Head of business accounts (45 staff) customer care for B2B
Managing 4 team leads and 45 staff in B2B contact center
Customer, department and corporate projects to improve processes and CRM system
Handling escalations on behalf of management
Signatory authority for Vodafone D2 GmbH
Team lead business accounts customer care for B2B
Leading team of 10 for major account support (B2B)
Managing 3rd level B2B inquiries via KIAS2000/pricing tool
Training
Customer and department projects

Mar 2002 - Oct 2002

8 months

Project and Process Management

Buchenau & Klewe Beratungsgesellschaft bR

Consulting
Leading IT project and process management consulting engagements:
Aventis: building controlling system
EAM AG: implementing ARIS process documentation
Conducting process management trainings

Jan 2000 - Mar 2002

2 years 3 months

Commercial Management (TeleLev GmbH) / Project Management/Billing (Head Office) / IT Project Management & Team Lead (TeleBeL

Tropolys GmbH, now Versatel AG

Managing TeleLev GmbH (14 staff) commercial operations
Leading customer management with 14 in order processing, billing, AR, call center
Implementing CaM_Bridge ERP
Refocusing customer management on processes, introducing archive and CRM systems
Financial and liquidity planning with signatory on all accounts
Project management/billing at head office: consulting
Subproject lead for implementing Agresso accounting system across Tropolys group
Advising TeleLev GmbH
Advising Mainz-Kom GmbH on ERP implementation
IT project management at TeleBeL GmbH (4 staff)
Introducing Easy-Archiv archival system Jan 2000
Implementing CaM_Bridge ERP (Bertelsmann Media Systems)
Responsible for TeleBeL GmbH participant billing from Feb 2000
Subproject lead for Agresso accounting system rollout
From Oct 2000, team lead IT project management (3 staff)

Jul 1999 - Dec 1999

6 months

Payroll

Domo Besmer GmbH

HR department
Designing new bonus wage model for manual workers based on changed production methods
HR admin: payroll for manual workers, creating references and certificates

Jul 1998 - Jun 1999

1 year

Springe, Germany

Technical Contact Center Team Lead / Call Center Agent

AZ Bertelsmann Direkt

Customer care service
Leading technical contact center with 2 staff
Introducing Easy-Archiv archival system
Internal support for CaM_Bridge ERP in the call center
Call center agent

Summary

Leadership: up to CEO level, including turnaround measures, development of a mid-sized company >€40M revenue, including staff optimization
Sales (B2B/B2C, eCommerce, retail, Teko, consumer goods, IT): sales management, direct sales, building telesales operations, campaign management, key account management, pricing, bid management, tendering
Customer Relationship Management (customer care, campaigns, online/offline, contact center, self-service): process optimization in customer service, escalation and risk management across locations, improving customer communication, requirements management for ERP/CRM systems, up- & cross-selling, building content management systems
Finance and accounting (ERP, billing, receivables management): financial planning, controlling, process design, mass billing accounts receivable, payroll; process documentation, business analysis, recruiting
Consulting: strategy planning and requirements documents, contract design, workshops, potential analysis, implementation, project management, C-level status presentations, functional development of ERP/CRM systems and implementation projects

Languages

German

Native

English

Advanced

French

Elementary

Education

Aug 1994 - Jul 1997