Susan Reppe
Management Consultant
Experience
Business Consultant
Wohl Consult
There are many leadership issues that can arise in a company.
Each issue is as unique as the company and its people.
My vision is to help small and medium-sized businesses be successful in the long term and achieve their goals.
I support leaders in staying physically and mentally fit while guiding their company's course.
Together we look at where they are now, where they want to go, and whether I can accompany them.
Customer Care Center Manager
Philips
Led the Customer Care Center for the Imaging Systems product area in close collaboration with sales and field service.
Responsible for up to 80 employees, including staffing, coaching, performance reviews, and training programs.
Revenue and operational responsibility for over 100,000 customer inquiries per year.
Established, managed, and monitored a dynamic and robust Customer Care Center and its associated remote support.
Ensured Customer Care Center and call processes complied with Philips guidelines.
Efficient capacity planning for the field service organization.
Defined work processes and tools and carried out projects to improve customer and employee satisfaction, service performance, and efficiency.
Supported and successfully implemented business transformation projects to relocate jobs abroad (outsourcing).
Built, managed, monitored, and led a technical help desk as well as a Customer Care Center.
Achieved 3rd place with the "Philips Premium Services" project in the final of the 2017 Service Management Award of the German Customer Service Association (KVD).
Customer Care Center Team Leader
Philips
Remote Center Manager
Philips
Customer Service Assistant
Philips
Executive Assistant
Philips
Executive Assistant
eurolight
Summary
Why isn't your new leader meeting your expectations?
A few weeks ago, you appointed a new department head.
What you wanted:
- A problem solver who makes the department successful.
- A motivator who drives your employees to top performance.
- An empathetic leader who retains your skilled staff for the long term.
- What you didn't expect - your leader is overwhelmed and seems helpless.
But your leader has potential! However, developing and maturing leadership skills takes time.
If you look at the future of your company with a focus on success, how much time do you have?
You know the saying: "Grass doesn't grow faster if you pull on it!"
That may be true, but with the right fertilizer and good care, growth can be optimally boosted. That's exactly what you can do for your leader. Invest in the right leadership development coaching.
I was in a leadership role for 20 years and know what matters and where the pitfalls are. It was always important to me that my leadership team developed a sustainable understanding and behavior of leadership - in the sense of a modern and employee-oriented leadership culture.
I made this intention my calling. I know that good guidance at the start of a leadership career has a lasting impact on leadership behavior. You will see it in employee and customer satisfaction. Ultimately, it drives your company's growth.
You are in the right place with me if you want for your new leader...
- a role model with the expertise of an experienced leader
- a sparring partner
- a source of ideas for handling conflict situations
- to develop sustainable leadership behavior for your company
- ideas and solutions for optimizing everyday leadership processes
I am happy to look behind the scenes to develop the right strategy and solution for the individual challenges your leader faces.
Use my expert knowledge in organizational development, outsourcing, process optimization, and transformation for your next level.
Skills
- Business Process Optimization
- Outsourcing
- Operational Excellence
Languages
Education
International Management School Malente
Bachelor · International Business Administration · Malente, Germany
Certifications & licenses
Advanced Certified Philips End2End Lean Leadership
Six Sigma Green Belt
Profile
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Rates are based on recent contracts and do not include FRATCH margin.
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