Leading the implementation of a response management system (ReplyOne), including interface integration with various systems (e.g. SAP, Microsoft, Ceyoniq, Cisco, Avaya, Telegra) across different industries
Conducting customer experience workshops, e.g. on donations and sponsorship as well as communication around broadband rollout, to align processes with target groups
Giving various presentations on digitalization, artificial intelligence, and customer service
Oct 2014 - Sep 2016
2 years
Oldenburg, Germany
Head of Quality and Process Management Group in the newly created Customer Service Management department
Shifting the former customer service group to focus on quality and process management (see tasks under Head of Customer Service Group)
Implementing a unified continuous improvement process (CIP), including defining responsibilities, authority limits, committee structure, and collecting, evaluating, and selecting improvement measures in a central file
Developing a KPI system for various hierarchical levels as a basis for target agreements with service providers, including operational implementation
Reviewing existing service contracts and adding qualitative requirements
Supporting the setup of business process management
Initiating the onboarding of processes within the Quality and Process Management group into ARIS
Streamlining and standardizing various customer satisfaction surveys for energy and telecommunications divisions
Designing and launching a web-based, customized SAP customer overview page to significantly reduce processing costs and increase customer satisfaction (savings: approx. €170,000 annually)
Creating an interface between ReplyOne and SAP to automate manual processes, reduce process costs, and pave the way for further automation
Leading a project to improve overall service quality, focusing on key areas: management, KPIs, processes, IT, training, complaint management, correspondence, and communication
Assisting in developing an IT strategy for EWE Vertrieb GmbH
Preparing decision papers for the executive board on customer service quality, key action areas, and measures for EWE Vertrieb GmbH and EWE TEL GmbH in energy and telecom sectors for residential, commercial, and corporate clients
Initiating and drafting a proposal to revise standard letters in mass customer business through a new IT infrastructure setup
Developing a proposal for a new internet-based customer dialogue to better integrate customers into business processes
Providing in-house consulting to management on special topics
Oct 2012 - Sep 2014
2 years
Oldenburg, Germany
Head of the newly created Customer Service Group in the Energy Sales department for residential and commercial customers
EWE Vertrieb GmbH
Management scope: 5 staff
Responsible for the customer service group, providing technical and disciplinary leadership to staff
Organizational development of the group
Staff development, budget responsibility, and controlling
Responsible for quantitative and qualitative customer service goals
Managing complaint management at EWE and establishing a continuous improvement process
Establishing the EWE customer advisory board as a key advisory panel
Developing the service philosophy based on customer expectations and brand strategy
Point of contact for the Energy Arbitration Board
IT organization, management, and optimization of a correspondence management system
Collaborating across departments, service providers, and suppliers
Initiating post-contact surveys to measure qualitative target achievement and building comprehensive reporting in SAP BW to track quantitative metrics
Implementing a sustainable correspondence concept for internal training
Supporting and conducting a service audit (including deriving improvement measures)
Apr 2010 - Sep 2012
2 years 6 months
Oldenburg, Germany
Advisor in the Energy Sales department for residential and commercial customers
EWE Energie AG
Overall strategic responsibility for customer service and complaint management (tasks similar to EWE AG)
Setting up customer service in energy sales (analyzing the current situation, defining strategic goals, identifying success factors, deriving individual measures)
Leading all technical aspects of customer service and complaint management
Implementing SAP CRM for residential and commercial customers (concept phase including process mapping)
Designing and launching three regional customer advisory boards
Taking on external speaking engagements
May 2003 - Mar 2010
6 years 11 months
Oldenburg, Germany
Advisor in the Marketing department
EWE AG
Project management for introducing complaint management and overall strategic responsibility
Leading and organizing all topics around complaint management
Defining KPIs to measure department performance, analyzing deviations, and deriving improvement measures
Building and maintaining a network across locations for information and communication exchange
Serving as liaison to all internal departments and service providers
Identifying improvements based on quality test results
Improving a customer loyalty tool (coupon-based magazine for 12,000 customers)
Planning and managing a service audit, including deriving improvement measures
Project management for a sponsorship engagement at the Bremen Weser Stadium
Feb 1997 - Sep 1998
1 year 8 months
Bremen, Germany
Clerk in the Home Textiles Sales department for corporations and major clients
Kleine Wolke Textilgesellschaft mbH & Co. KG
Sep 1994 - Jan 1997
2 years 5 months
Bremen, Germany
Apprenticeship as industrial clerk, IHK qualification
BTF Textilwerke GmbH & Co. KG
Languages
German
Native
Swedish
Elementary
Education
Oct 1998 - Jun 2003
Carl von Ossietzky University
Diploma in Economics · Economics · Oldenburg, Germany
Sep 1994 - Jan 1997
BTF Textilwerke GmbH & Co. KG
Vocational training as industrial clerk, IHK certification · Bremen, Germany
Aug 1991 - Jun 1994
Gymnasium an der Bördestraße
High school diploma (Abitur) · Bremen, Germany
Certifications & licenses
IHK certification
IHK
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