Pia W. - Project Management / Process Optimization in Customer Support

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Bonn, Germany

Experience

Jan 2025 - Mar 2025

3 months

Project Management / Process Optimization in Customer Support

Stadtwerke Unna

Analyzing and documenting the current situation (Level 1-2)
Identifying optimization needs and proposing solutions
Developing training materials for core customer support processes
Project planning and reporting, preparing decision templates for department heads and executives

Jan 2022 - Nov 2024

2 years 11 months

Product Owner Customer Service B2C

Telefonica Deutschland

Identifying, documenting, prioritizing, and supporting the implementation of relevant customer service processes
Building a customer service test team to test front-end and back-end functionalities
Developing incident management and temporary workarounds for operational teams in customer service
Managing interfaces with IT, tribes, and specialist departments
Reporting and preparing committee and decision documents for customer service managers up to director level

Jun 2020 - Jun 2021

1 year 1 month

Senior MarTech Manager (Interim Management)

REWE GmbH – REWE Digital

Designing and launching a web platform for contests/gamification (e.g., digital Rewe Christmas calendar)
Managing external service providers, ensuring CI-compliant web design
Controlling budget and reporting to stakeholders and committees
Implementing push notification service for the Rewe app, including defining requirements and selecting vendors

Oct 2019 - Mar 2020

6 months

Interim Management Customer Support Immotech

Simplifa (today ElevonIQ)

Operational management of onboarding and customer support teams (15 staff)
Establishing, optimizing, and documenting department processes
Developing work instructions, role and job descriptions, and training
Defining requirements for implementing the Sales Service Cloud
Stakeholder management and preparing decision documents for executives and investors

Mar 2019 - Mar 2020

1 year 1 month

Product and Project Manager Go-to-Market B2B IT Security

T-Systems

Developing market entry strategies and integrating them into the T-Systems B2B product portfolio
Designing omnichannel launch campaigns
Leading the implementation of all marketing activities with a focus on organizing the "Cyber Security Tech Summit" conference
Stakeholder management and preparing decision documents for executives and the T-Systems board

Feb 2018 - Jun 2018

5 months

Consulting / sub-project management service B2B digital product

Deutsche Post DHL

Development of a customer call center concept (1st to 3rd level)
Evaluation of suitable cloud-based IT tools
Definition of processes and content for self-service and call agents
Requirements definition for tool integration and APIs
Creation of a user manual for customers during the test phase
Project reporting and preparation of decision templates

Oct 2017 - Jan 2018

4 months

Project manager building customer service for a B2B start-up

enfore AG

Planning the setup of the Customer Service department (resources, structures, tasks)
Conducting service provider pitches and evaluating suitable open-source customer service platforms
Developing processes and introducing operational procedures in customer care
Compiling and implementing content in Zendesk
Developing training and training materials

Jan 2017 - Jul 2017

7 months

Project manager GIGABUILD Unitymedia

Unitymedia (now Vodafone)

Developing product-specific, localized customer communication strategies (pricing, actions, communication)
Defining target customers for automated CRM campaigns (email and outbound calls) and integrating them into existing measures
Conducting tests, response analyses, and adjustments
Developing a toolbox for accompanying marketing measures (posters, radio, events, POS, communication and sales materials)
Integrating into sales channels (online, door-to-door, retail, partner) and channel management, including incentive programs
Project planning, reporting, and controlling

May 2016 - Dec 2016

8 months

Consulting / sub-project management service sales support

Union Tank AG

Process analysis and optimization with a focus on customer centricity
Managing the go-to-market launch of new service channels (call and self-service online)
Centralizing the call center, recruiting and training call agents
Developing standardized training and coaching
Optimizing call and mail-based service processes and self-service content
Functional requirements management for IT enhancements and interfaces
Management and project reporting

Nov 2015 - Mar 2016

5 months

Project manager for optimizing campaign management

versatel GmbH

Gap analysis of company and customer processes
Developing process optimizations for campaign automation in CRM
Conducting workshops for requirements gathering for involved IT systems

Jul 2015 - Present

10 years 2 months

Freelance Consultant

Jan 2012 - Jun 2015

3 years 6 months

Commercial Manager

Telekom Deutschland GmbH

Development and implementation of marketing strategies for products targeting business customers
Integration of products into internal process and system landscape, e.g. sales and CRM systems

Mar 2011 - Dec 2011

10 months

Senior Marketing and Product Management Expert

Deutsche Post DHL

Development and implementation of the “E-Postbrief” marketing strategy
Set up the customer portal

Jul 2007 - Feb 2011

3 years 8 months

Senior Consultant CRM

Siegfried Vögele Institut

Advising DHL customers on CRM optimizations
Development of the platform “Allesnebenan.de”

Jun 2003 - Jun 2007

4 years 1 month

Head of Campaigns and Sales Promotion Team

Customer Advantage Program GmbH

Campaign planning and execution
Budget responsibility
Process development

Aug 2002 - Jun 2003

11 months

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Freelance Consultant

Clients: Liberty Media, AOK Federal Association
Development and implementation of CRM initiatives

Jan 2001 - Jun 2002

1 year 6 months

Channel Marketing Manager

ish GmbH & Co KG

Marketing and budget planning
Project management of implementation
Development of CRM initiatives

Jul 2000 - Dec 2000

6 months

Head of Market Communications Team

TRAIAN Internet Products

Development and execution of market communications
Process development
Budget responsibility

Aug 1997 - Jun 2000

2 years 11 months

Marketing Manager

DeTeSat Deutsche Telekom Gesellschaft für Satellitenkommunikation mbH

Marketing Communications
Event Management
Expansion of the workflow management system

Summary

Process Analysis & Optimization: Extensive experience in analyzing, documenting, and optimizing end-to-end customer processes
Customer Experience & Service Design: Designing and building innovative service and support structures for customer service, marketing, and sales
Requirements Management: Defining, prioritizing, and managing technical requirements
Project & Program Management: Leading complex projects in agile and traditional setups, including budget and stakeholder management
Analytical, structured, action-oriented, communicative