Torsten Krüger - Senior Advisor

Flensburg, Germany

Experience

Sep 2020 - Oct 2020

2 months

Munich, Germany

Senior Advisor

Alvarez and Marsal

Sales support for a pitch with an engineering service provider in the automotive industry
Revising the pitch document and planning the analysis
Studies on the 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 related activities
Analysis of the Critical Chain Project Management software used for this (BEING)
Analysis of the work preparation process with regard to quality improvement measures to improve the first-time-right factor

Aug 2020 - Aug 2021

1 year 1 month

Flensburg, Germany

Senior Consultant

4change Management Consulting

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

Dec 2018 - Jun 2020

1 year 7 months

Essen, Germany

Interim Head of Operations

Livisi GmbH

Ensuring transition processes after the carve-out
Leading the subproject for operational readiness, including the KPI system
Setting up process management for B2B partner relationships and B2B2C processes for the Livisi ecosystem using Signavio
Managing partner, supplier, and customer transitions and designing carve-out-specific contracts including SLAs
Optimizing the supply chain for the Livisi Hub SHC2.0 and moving the warehouse to GSE/Essener workshops
Implementing a ticket tool and designing the online help for the Livisi app in Zendesk for Neuhaus and Medion smart home devices
Leading the support team (service providers & 5 in-house staff)
Overseeing file and project storage in SharePoint
Introducing Operational Excellence
PMO for the steering committee and corporate representatives of EON/innogy
Supporting sales and investor search
Executing ramp-down project / reintegration into the EON/innogy group structure during 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 Business Consulting)

innogy

PMO in a carve-out project for the Smart Home and Data-Driven Business Models areas
Supporting project management and project communication
Managing the project plan and tracking activities
Preparing, moderating and documenting all relevant project meetings as well as the project status meetings
Preparing and documenting steering, 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 aligned with 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
Conducting process and interface workshops
Designing and visualizing target processes
Representing 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 as-is 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 used
Analyzing the management control system (MCS)
Comparing processes and the MCS with respect to English and French MCS systems
Conducting perception studies with employees
Conducting studies on employee efficiency and active leadership by team leaders
Conducting meeting audits and management interviews
Presenting findings to the English parent company

May 2017 - Jun 2017

2 months

Berlin, Germany

On-site

Project Manager (Senior Consultant for Managementors Ltd.)

Computacenter

Project manager in a training/coaching program in onsite service
Reviewing the use of scheduling software to optimize customer contacts
Analyzing planning processes and aligning them with the scheduling software
Analyzing reporting at the sites
Training managers and planners in active leadership, short interval control, reporting and planning, including on-site coaching
Conducting data studies on site performance
Assessing leadership qualifications and employee efficiency
Presenting findings to the English parent company and the German management

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 Versatel Telekommunikation's residential customers within 1&1 Telekommunikation
Process and organizational preparation for the sale of residential customers to 1&1 Telecommunications SE
Set up of supporting communication measures: hotline, banners, mailings
Support for a campaign to migrate customers to new plans
Redesign of self-service tools and the online customer portal
Analysis of marketing and CRM processes
Tracking of last year's brand transformation processes

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 communication with the head of HR
Advising HR on dealing with the works council and negotiating a works agreement to secure the site
Facilitating weekly project meetings
Preparing internal and external presentations and reports for the steering committee and company owners
Tracking the delivery of project team 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 offer process
Analysis of employee efficiency and managers' leadership behavior through studies
Identifying optimization potential
Tracking of 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
Set up of supporting communication measures: hotline, banners, mailings
Developing measures to retain existing customers of Versatel and KielNet
Adapting self-service tools and the online customer portal
Adapting 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 division of the precision strip steel mill
Restructuring the sales organization including defining roles and responsibilities and change management
Re-segmentation of the customer base
Implementation of a management KPI system
Introduction of a CRM system with SAP Cloud for Sales
Supporting campaign management
Increasing revenue by 15%
Improving internal processes, resource allocation, interface management, and order processing
Conducting training on leadership tools, loss time prevention, and 5S workplace organization

Jul 2015 - Sep 2015

3 months

Hanau, Germany

Program Manager (for Libra Europe Consulting)

WEGO Baustoffhandel

Supply chain project
Support of 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 for implementing an SAP software solution for automated resource planning and allocation of customer service staff
Management interviews at all leadership 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 findings

Jan 2014 - Feb 2015

1 year 2 months

Kerpen, Germany

Senior Project Manager (for Managementors Ltd.)

Computacenter

Efficiency improvement project for global infrastructure operations
Leadership of a team of two additional consultants
Implementation of a new management operating system (MOS)
Implementation of new forecasts, plans, planning guidelines, KPI systems, and review processes
Setup and implementation of complaint management processes
Training of an internal MOS manager
Training of staff on the new MOS
Development and documentation of onboarding processes for new managers and team leaders
Coaching of new and experienced leaders
Improvement of meeting structure and efficiency
Revision of the data protection agreement, support in negotiating a new works 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 the ITIL ticketing process, planning and allocation process, and complaint management process
Presentation of analysis results and development of recommendations for 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
Leadership of a team of four consultants, including recruitment and training of two trainees
Standardization of operational excellence tools for all branches
Improvement of capacity utilization through enhanced and integrated workflows
Implementation of a production planning and resource planning system
Optimization of the delivery service through improved routing and order planning
Optimization of complaint management, increased customer visits, and improved visit frequencies

Nov 2012 - Feb 2013

4 months

Erbach im Odenwald, Germany

Project Management (for ANPRO Ltd.)

Berendsen Großwäschereien

Restructuring to boost productivity for a large industrial laundry
Leading another consultant
Implementing quality standards, reporting processes and KPIs, meeting structures, and customer service
Training managers and team leads to improve employee satisfaction, company engagement 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 leadership 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 headcounts

Oct 2011 - Nov 2011

2 months

Zürich, Switzerland

Consultant (for Managementors Ltd.)

Johnson Controls Facility Management

Operational analysis to improve performance of technical customer service
Management interviews and observation of workflows
Process and organization analysis for contracts, planning, spare parts and maintenance, and profit and loss analysis
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 organization 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
Analysis and design of business processes, and deriving system-oriented 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 into front and back office
Contributing to production and logistics optimization
Supporting the selection and decision-making process for purchasing CRM software (Salesforce)
Project office, project planning and preparation
Web-based project management and control
Assisting with the implementation of a new CRM system and complaint management, improving inventory management

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
Coordinating and communicating with clients
Creating job and search profiles and project briefings
Directly approaching suitable candidates
Selecting and presenting candidates

Apr 2008 - Oct 2008

7 months

Flensburg, Germany

Consultant

Daarwin Qualitätsmanagementsoftware

Building the helpdesk organization
Analyzing and recommending improvements for sales, telephony, and telemarketing processes
Analyzing and recommending improvements for software support
Staff selection and reorganization
Optimizing the call center and introducing a helpdesk
Advising on CRM software expansion

Sep 2007 - Mar 2008

7 months

Ursensollen, Germany

Sales Consultant

sheepworld AG

Market launch of Sheepworld greeting cards in Denmark
Preparing and managing the trade show 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 gift items

May 2006 - Sep 2006

5 months

Magdeburg, Germany

Head of Sales

TS TeleMarketing Service GmbH

Managing key accounts in the mail-order business
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 Service

Vodafone D2 GmbH

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

Apr 2001 - Jun 2003

2 years 3 months

Wismar, Germany

Branch Manager

telegate AG

Branch leadership with decision-making authority and budget responsibility
Leadership responsibility for 440 employees and 20 managers
Takeover of international directory assistance including transfer of operations
Development of an all-in-one directory assistance and SMS-based inquiries
Reduction of a management layer and optimization of span of control
Resource optimization and reduction of 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 Service

debitel AG

Leadership responsibility for 20 employees and 4 managers
Responsibility for customer support of debitel.net & berlin.de
Introduction of email management
Implementation of a customer support chat
Setup of 2nd level support for mobile internet access
Conception 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
Leadership 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
Leadership responsibility for 300 employees and 15 managers
Responsibility for customer support of Danish Quelle export customers, including warehouse and invoicing
Project manager for the introduction 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'm only as good as the improvement my clients achieve with my help.

Skills

Leading Consulting Projects (Including Remote And Across Multiple Locations, With Team Leadership)
Change Management, Optimization, Restructuring, Implementations/roll-outs
Introducing Lean Management & Operational Excellence
Conducting Process Analyses, Including Machine And Staff Studies
Industries: Energy, Telecommunications, It Services, Steel, Mechanical Engineering, Facility Management, Industrial Laundries, Services
Areas: Production, Maintenance, Sales And Logistics, Hr, Organization, Processes, All Types Of Services (Call Center, Helpdesk, Back Office, Field, Facility, Textile And Food Services)
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 Personnel Consulting, Daarwin/daacura, Sheepworld, Boockhoff Advertising Agency, Walter Services, Vodafone, Telegate, Debitel, Quelle Versand, Aol, Schurpack