Torsten Krüger - Senior Advisor

Recommended expert

Flensburg, Germany

Experience

Sep 2020 - Oct 2020

2 months

Munich, Germany

Senior Advisor

Alvarez and Marsal

Sales support for a pitch at an engineering service provider in the automotive industry
Revision of the pitch document and planning of the analysis
Studies on market potential for engineering services in the automotive sector

Sep 2020 - Oct 2020

2 months

Crailsheim, Germany

Analysis Support in the Engineering Department

Syntegon

Analysis of the existing planning process and planning-related activities
Analysis of the Critical Chain Project Management software used (BEING)
Analysis of the work preparation process regarding quality-enhancing measures to improve the first-time-right factor

Aug 2020 - Aug 2021

1 year 1 month

Flensburg, Germany

Senior Consultant

4change Unternehmensberatung

Redesign of the 4change.de website
Association work for the Federal Association of Medium-Sized Businesses (BVMW)
Research project “Consulting Manifesto”
Brand ambassador/speaker for AskBrian.ai, conducting webinars and support for the Startup Cup on organizational intelligence
Caring for parents with dementia
Childcare in a shared custody model

Dec 2018 - Jun 2020

1 year 7 months

Essen, Germany

Interim Head of Operations

Livisi GmbH

Securing the transition processes after the carve-out
Leading the subproject for operational capability, including the KPI system
Building a process management system for B2B partner relationships and B2B2C processes for the Livisi ecosystem using Signavio
Managing the partner, supplier and customer transitions and designing the carve-out-specific contractual framework, including SLAs
Optimizing the supply chain for the Livisi Hub SHC2.0 and relocating the warehouse to GSE/Essener Werkstätten
Implementing a ticketing tool and designing the online help for the Livisi app in Zendesk for smart home devices from Neuhaus and Medion
Leading the support team (service providers & 5 internal employees)
Managing file and project storage in SharePoint
Introducing Operational Excellence
PMO for the steering committee and company representatives of EON/innogy
Supporting sales and investor search
Conducting the ramp-down project / reintegration into the EON/innogy corporate structure as part of the EON takeover

Jul 2018 - Oct 2018

4 months

Hamburg, Germany

Associate Partner

M-Powr Team GmbH

Mar 2018 - Jul 2018

5 months

Dortmund, Germany

PMO (Senior Consultant for mb+p Unternehmerberatung)

innogy

PMO in a carve-out project for the smart home and data-driven business models area
Support for project management & project communication
Managing the project plan and tracking activities
Preparing, facilitating, and documenting all relevant project meetings as well as the regular project status meetings
Preparing and documenting steering committee, executive committee, and innogy board meetings

Sep 2017 - Jul 2018

11 months

Osnabrück, Germany

Interim PMO

Kaffee Partner

Analyzing the existing project management structure and ongoing projects
Proposing a project management structure and template set
Training project managers in project management skills and methods
Supporting project portfolio management with alignment to corporate strategy and calculating project profitability

Sep 2017 - Feb 2018

6 months

Magdeburg, Germany

Project Manager

GETEC Energie

Analyzing and visualizing existing sales and core processes
Running process and interface workshops
Designing and visualizing target processes
Documenting processes in process maps, RACIs, and swimlanes using MS Visio and Signavio
Implementing a process management framework
Defining requirements for purchasing MS Dynamics as CRM and Signavio as process management software
Tracking actions from current to target processes
Cloud-based online project management using Kanban boards

Jun 2017 - Jul 2017

2 months

Kerpen, Germany

Lead Analyst (Senior Consultant for Managementors Ltd.)

Computacenter

Lead analyst for inside sales processes in an international analysis
Data analysis and performance review in inside sales
Analyzing the inside sales systems and tools in use
Analyzing the management control system (MCS)
Comparing processes and the MCS between English and French MCS systems
Conducting perception studies with employees
Conducting studies on employee efficiency and proactive leadership by team leads
Conducting meeting audits and management interviews
Presenting results to the UK parent company

May 2017 - Jun 2017

2 months

Berlin, Germany

On-site

Project Manager (Senior Consultant for Managementors Ltd.)

Computacenter

Project manager for a training and coaching program in onsite service
Reviewing the use of planning software to optimize customer interactions
Analyzing planning processes and aligning them with the planning software
Analyzing reporting at the sites
Training managers and dispatch planners in proactive leadership, short-interval control, reporting, and planning, including on-site coaching
Data studies on the performance of the sites
Assessing leadership qualification and employee efficiency
Presenting results to the UK parent company and the German management team

Feb 2017 - Apr 2017

3 months

Karlsruhe, Germany

Project Manager (Senior Consultant for GP+S Consulting)

1&1 Telekommunikation / Versatel

Project manager for the carve-out of retail customers of Versatel Telekommunikation within 1&1 Telekommunikation
Process and organizational preparation for selling the retail customers to 1&1 Telecommunications SE
Setup of supporting communication measures, hotline, banners, mailings
Support for a campaign to migrate customers to new rates
Redesign of the self-service tools and the online customer area
Analysis of marketing and CRM processes
Tracking the processes of last year's brand transformation

Oct 2016 - Dec 2016

3 months

Hanau, Germany

Communications Officer (Senior Consultant for Maine Pointe Europe)

VAC Vakuumschmelze

Communications Officer in a change project
Developing a communication strategy for employee communications with the head of HR
Advising the HR department on smoothing relations with the works council and negotiating a works council agreement to secure the site
Moderation of weekly project meetings
Preparing internal and external presentations and reports for the steering committee and the company owners
Tracking the delivery of the project team's work packages and coaching in change communication

Aug 2016 - Aug 2016

1 month

Stolberg (Rhineland), Germany

Analyst (Senior Consultant for Hitachi Consulting)

LEONI Kabel

Analyst as part of a Lean Excellence analysis
Analysis of the quotation process
Analysis of employee efficiency and managers' leadership behavior through studies
Deriving optimization potential
Tracking the measures

May 2016 - Jul 2016

3 months

Karlsruhe, Germany

Project Manager (Senior Consultant for GP+S Consulting)

1&1 Versatel

Project manager for the rebranding of Versatel Telekommunikation within 1&1 Telekommunikation
Organizational and process integration of Versatel and KielNet into 1&1 Versatel
Setup of supporting communication measures, hotline, banners, mailings
Deriving customer retention measures for Versatel and KielNet customers
Adjusting the self-service tools and the online customer area
Adjusting marketing and CRM processes
Closing the shop
Project and program management

Dec 2015 - Apr 2016

5 months

Schalksmühle, Germany

Project Manager (Senior Consultant for Hitachi Consulting)

Outokumpu

Project manager in a Sales Excellence project in the sales department of the precision strip steel mill
Restructuring the sales organization including defining roles and responsibilities, change management
Re-segmentation of the customer base
Implementing a management KPI system
Introducing a CRM system with SAP Cloud for Sales
Supporting campaign management
Increased sales by 15%
Improvement of internal processes, resource allocation, interface management, order processing procedures
Conducting training on leadership tools, reducing downtime, and 5S workplace organization

Jul 2015 - Sep 2015

3 months

Hanau, Germany

Programme Manager (for Libra Europe Consulting)

WEGO Baustoffhandel

Supply chain project
Support in sales negotiations for a multisite project
Analysis of the English sister project to prepare a German rollout with warehouse optimization and site restructuring

May 2015 - Jun 2015

2 months

Hatfield, United Kingdom

Senior Consultant (for Managementors Ltd.)

Computacenter

Process analysis to implement an SAP software solution for automated resource planning and assignment of customer service staff
Management interviews at all management levels
Data analysis and performance review
Analysis of the Management Operating System
Analysis of the SAP software specifications and processes
Review of project initiatives and presentation of results

Jan 2014 - Feb 2015

1 year 2 months

Kerpen, Germany

Senior Project Manager (for Managementors Ltd.)

Computacenter

Efficiency improvement project for global infrastructure operations
Leading a team of 2 other consultants
Implementation of a new Management Operating System (MOS)
Implementation of new forecasts, planning, planning guidelines, KPI systems, and review processes
Setup and implementation of complaint management processes
Training an internal MOS manager
Training employees on the new MOS
Developing and documenting onboarding processes for new managers and team leaders
Coaching new and experienced managers
Improving meeting structure and efficiency
Revising the data protection agreement, supporting the negotiation of a new works council agreement

Oct 2013 - Nov 2013

2 months

Berlin, Germany

Consultant (for Managementors Ltd.)

Computacenter

Process analysis and efficiency improvement of the company-wide service desk
Analysis of processes including the ITIL ticket process, the planning and assignment process, and the complaint management process
Presenting analysis results and making recommendations to German management

Apr 2013 - Sep 2013

6 months

Glückstadt, Germany

Senior Project Manager (for ANPRO Ltd.)

Berendsen Großwäschereien

Multisite project management to improve delivery service efficiency
Leading a team of 4 other consultants, including recruiting and training 2 trainees
Standardizing Operational Excellence tools for all locations
Improving capacity utilization through better and integrated workflows
Implementing a production planning and resource planning system
Optimizing delivery service with improved route and order planning
Optimizing complaint management, increasing customer visits and visit frequency

Nov 2012 - Feb 2013

4 months

Erbach im Odenwald, Germany

Project Management (for ANPRO Ltd.)

Berendsen Großwäschereien

Restructuring to increase productivity for an industrial laundry
Leading another consultant
Implementing quality standards, reporting processes and KPIs, meeting structures, and customer support
Training managers and team leads to improve employee satisfaction, strengthen identification with the company, and reduce absenteeism
Designing new production and packaging processes

Mar 2012 - Oct 2012

8 months

Zürich, Switzerland

Senior Consultant (for Managementors Ltd.)

Johnson Controls / Swisscom

Multisite project management to improve the efficiency of facility management services
Project setup and management for the German-speaking region
Implementing a Management Operating System with simple, standardized, and integrated processes, effective interfaces, and efficient meeting structures with priority and action planning
Implementing a resource planning model
Training management on the new Management Operating System, KPIs, leadership and coaching approaches
Stabilizing the organization while reducing headcount

Oct 2011 - Nov 2011

2 months

Zürich, Switzerland

Consultant (for Managementors Ltd.)

Johnson Controls Facility Management

Operational analysis to improve the performance of technical customer service
Management interviews and observation of workflows
Process and organizational analysis for contracts, planning, spare parts and maintenance, and profit and loss
Analyzing the efficiency of supervisors, employees, and subcontractors

Sep 2011 - Oct 2011

2 months

London, United Kingdom

Consultant (for Managementors Ltd.)

Stannah Lifts

Operational analysis to improve service performance
Management interviews and observation of workflows
Process and organizational analysis
Analyzing the efficiency of supervisors and employees

Sep 2009 - Sep 2011

2 years 1 month

Glückstadt, Germany

Management Consultant / Business Analyst (for ANPRO Ltd.)

Berendsen Großwäschereien

Business process optimization in customer interfaces
Analyzing and designing business processes, and deriving system-based and organizational improvement measures in order intake, order processing, and document management
Developing methods, quality standards, and reporting
Improving efficiency
Selecting and recruiting managers
Project management for customer service and field service
Setting up a call center, reorganizing front and back office
Working on projects to optimize production and logistics
Supporting the selection and decision process for purchasing a CRM software (Salesforce)
Project office, project planning, and preparation
Web-based project management and control
Supporting the introduction of a new CRM system and complaint management, and improving inventory processes

Aug 2008 - Aug 2009

1 year 1 month

Pforzheim, Germany

Recruitment Consultant

go fast forward Personalberatung

Recruiting executives and experts in product, project, quality, and process management, data warehousing, and business intelligence
Client coordination and communication
Creating job and search profiles and project briefings
Direct approach to suitable candidates
Candidate selection and presentation

Apr 2008 - Oct 2008

7 months

Flensburg, Germany

Consultant

Daarwin Qualitätsmanagementsoftware

Setting up helpdesk organization
Analysis and recommendations for sales, telephony, and telemarketing processes
Analysis and recommendations for software support
Staff selection and reorganization
Optimizing call center and introducing a helpdesk
Consulting on CRM software enhancements

Sep 2007 - Mar 2008

7 months

Ursensollen, Germany

Sales Consultant

sheepworld AG

Market launch for Sheepworld greeting cards in Denmark
Planning and executing the exhibition booth at the Formland gift fair in Herning, Denmark
Designing a mailing campaign

Dec 2006 - Aug 2007

9 months

Germany

Sales Consultant

Werbeagentur Boockhoff

Sales projects in art and giftware

May 2006 - Sep 2006

5 months

Magdeburg, Germany

Head of Sales

TS TeleMarketing Service GmbH

Key account manager for mail order
Responsible for outbound campaigns to reactivate customers
Optimizing planning
Operational responsibility for two call centers

Jul 2003 - May 2006

2 years 11 months

Stuttgart, Germany

Head of Customer Support

Vodafone D2 GmbH

Department responsibility including budget
Management responsibility for up to 500 employees (350 employees with disciplinary reporting, 150 with functional reporting) and 28 managers
Improvement of operational metrics, e.g., calls and proactive sales
Responsibility for the technical back office including escalation management
Introduction of UMTS video customer support
Leadership and strategic direction of business customer support
Implementation of service managers and segment-based support

Apr 2001 - Jun 2003

2 years 3 months

Wismar, Germany

Branch Manager

telegate AG

Branch responsibility with signing authority and budget responsibility
Management responsibility for 440 employees and 20 managers
Takeover of the international directory assistance service including business transfer
Setup of an all-in-one directory assistance and SMS inquiry service
Reduction of one management level and optimization of spans of control
Resource optimization and downsizing by 100 employees and 7 team leaders, redesign of the call center & space optimization

Dec 1999 - Mar 2001

1 year 4 months

Saarbrücken, Germany

Head of Internet Services

debitel AG

Management responsibility for 20 employees and 4 managers
Responsibility for customer support of debitel.net & berlin.de
Implementation of email management
Implementation of a customer support chat
Setup of second-level support for mobile internet access
Design and development of an internet strategy

May 1999 - Nov 1999

7 months

Saarbrücken, Germany

Call Center Manager Technical Support

AOL Bertelsmann Online GmbH

Responsibility for technical customer support, including budget
Management responsibility for 160 employees and 9 managers

Jun 1996 - Apr 1999

2 years 11 months

Padborg, Denmark

Call Center Manager / Branch Manager

Telemarketing Services A/S

Branch management, including budget, balance sheet and annual financial statements
Management responsibility for 300 employees and 15 managers
Responsibility for customer support of Danish Quelle export customers, including warehousing and invoicing
Project manager for the implementation of new ACD software and planning software in all Quelle call centers

Apr 1996 - May 1996

2 months

Padborg, Denmark

Team Leader

Telemarketing Services A/S

Jun 1993 - Mar 1996

2 years 10 months

Padborg, Denmark

Telephone Clerk

Telemarketing Services A/S

Summary

As a consultant, I can only be as good as the improvements my clients achieve through my support.

Skills

Management Of Consulting Projects (Also Remote And Across Multiple Locations, Including Team Leadership)
Change Management, Optimization, Restructuring, Implementations/roll-out
Introduction Of Lean Management & Operational Excellence
Conducting Process Analyses, Including Machine And Staff Studies
Industries: Energy, Telecommunications, It Services, Steel, Mechanical Engineering, Facility Management, Large Laundries, Services
Areas: Production, Maintenance, Sales And Logistics, Hr, Organization, Processes, Any Kind Of Service (Call Center, Helpdesk, Back Office, Field, Facility, Textile And Food Service)
Clients/employers: Syntegon, Livisi, Kaffee Partner, Innogy, Getec Energie, Computacenter, 1&1/versatel, Vac, Leoni, Outokumpu, Sic, Vallourec, Netz-ing, Berendsen, Johnson Controls, Kingston Communications, Eurest, Stannah Lifts, Oliver Noll Personalberatung, Daarwin/daacura, Sheepworld, Boockhoff Werbeagentur, Walter Services, Vodafone, Telegate, Debitel, Quelle Versand, Aol, Schurpack

Languages

German

Native

English

Advanced

Danish

Intermediate

Spanish

Elementary

Education

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Diploma in Business Administration (FH) · Marketing and Sales

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