Torsten K. - Senior Advisor

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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 sector
Revising the pitch document and planning the analysis
Market potential studies for engineering services in the automotive sector
Analysis support in the engineering department at Syntegon, Crailsheim
Analysis of the existing planning process and planning activities
Analysis of the Critical Chain Project Management software used (BEING)
Analysis of the work preparation process regarding quality-improving measures (to improve the first-time-right factor)

Aug 2020 - Aug 2021

1 year 1 month

Flensburg, Germany

Owner and Consultant

4change Unternehmensberatung Torsten Krüger

Limited activities due to caring for elderly parents
Redesign of the website 4change.de
Association work for the Federal Association of Medium-Sized Businesses (BVMW)
Research project “Consulting Manifesto”
Brand ambassador/speaker for AskBrian.ai, conducting webinars and coaching in the Startup Cup for organizational intelligence
Caring for parents with dementia, father until his passing in 07/2021
Caring for children in a shared custody model (mother increased work hours)

Dec 2018 - Jun 2020

1 year 7 months

Essen, Germany

Interim Head of Operations

Livisi GmbH

Securing transition processes after carve-out
Leading subproject for operational readiness, including KPI system
Building process management for B2B partner relations and B2B2C processes for the Livisi ecosystem (using Signavio)
Handling partner, supplier and customer transitions and crafting carve-out-specific contracts (including SLAs)
Optimizing supply chain for the Livisi Hub SHC2.0 and moving the warehouse to GSE/Essener Werkstätten
Introducing ticketing tool and designing online help for the Livisi app in Zendesk for NewHaus and Medion smart home devices
Managing the support team (service provider & 5 internal staff)
Managing file and project storage in SharePoint
Introducing Operational Excellence
PMO for steering committee and company representatives E.ON/innogy
Supporting sales & investor search (materials and meetings)
Conducting “ramp down” project / reintegration into the E.ON/innogy group structure after E.ON acquisition

Jul 2018 - Oct 2018

4 months

Hamburg, Germany

Associate Partner

M-Powr Team GmbH

Mar 2018 - Jul 2018

5 months

Hamburg, Germany

Senior Consultant

mb+p Unternehmerberatung

Sep 2017 - Jul 2018

11 months

Osnabrück, Germany

Interim PMO

Kaffee Partner

Analysis of existing project management structure and ongoing projects
Proposal for project management structure and template set
Training project managers in project management skills and methods
Supporting project portfolio management aligned with business strategy and calculating project profitability

Sep 2017 - Feb 2018

6 months

Berlin, Germany

Project Manager in a Process Optimization Project

GETEC Energie Dienstleister

Analysis and visualization of existing sales and core processes
Conducting process/interface workshops
Designing and visualizing target processes
Documenting processes in process maps, RACI charts, swimlanes (using MS Visio and Signavio)
Introducing a process management structure
Defining requirements for purchasing MS Dynamics as CRM and Signavio as process management software
Tracking measures from as-is to to-be processes
Cloud-based online project management using Kanban boards

Sep 2017 - Feb 2018

6 months

Dortmund, Germany

PMO in a Carve-out Project for Smart Home and Data-Driven Business Models

innogy

Supporting project management & communication
Maintaining the project plan and tracking activities
Preparing, moderating and documenting all project meetings and the weekly project review
Preparing and documenting steering, executive committee and innogy board meetings

May 2017 - Jul 2017

3 months

Bramley, United Kingdom

Senior Consultant

Managementors Ltd.

Project at Computacenter (06/2017 – 07/2017): Lead analyst for inside sales processes in an international analysis (Kerpen/Ratingen/Frankfurt, Germany)
Data analysis and performance review in inside sales
Analysis of sales support systems and tools
Analysis of the management control system (MCS)
Comparing processes and MCS with UK and French systems
Conducting perception studies with employees
Conducting studies on employee efficiency and active leadership by team leaders
Conducting meeting audits and management interviews
Presenting results to the UK parent company
Project at Computacenter (05/2017 – 06/2017): Project manager in a training/coaching program in onsite service (Berlin/Stuttgart/Karlsruhe/Bremen/Kerpen, Germany)
Reviewing planning software use to optimize customer contacts
Analyzing planning processes and matching with planning software
Analyzing reporting at locations
Training leaders and schedulers in active leadership, short-interval control, reporting and planning, including on-site coaching
Data studies on site performance
Assessing leadership skills and employee efficiency
Presenting results to the UK parent and German management

Feb 2017 - Apr 2017

3 months

Bad Homburg, Germany

Senior Consultant

GP+S Consulting

Project manager for the carve-out of private customers from Versatel Telekommunikation within 1&1 Telekommunikation (Karlsruhe/Flensburg, Germany):
Process and organizational preparation for selling private customers to 1&1 Telecommunications SE
Creating accompanying communications – hotline, banners, mailings
Supporting a campaign to transfer customers to new tariffs
Redesigning self-service tools and online customer portal
Analyzing marketing and CRM processes
Tracking processes from last year’s brand transformation

Oct 2016 - Dec 2016

3 months

Schaffhausen, Switzerland

Senior Consultant

Maine Pointe Europe

Communications officer in a change project at VAC Vakuumschmelze (Hanau, Germany):
Developing a communication strategy for employee communications with HR head
Advising HR on engaging the works council and negotiating a works agreement for site security
Moderating weekly project meetings
Preparing internal and external presentations and reports for the steering group and company owners (Apollo/Vectra investors)
Tracking delivery of project team work packages and coaching in change communication

Aug 2016 - Aug 2016

1 month

Düsseldorf, Germany

Senior Consultant

Hitachi Consulting

Analyst for a Lean Excellence analysis at LEONI Kabel (Stolberg/Aachen, Germany):
Analyzing the quotation process
Analyzing employee efficiency and managers’ leadership behavior (through studies)
Identifying optimization potential
Tracking measures

May 2016 - Jul 2016

3 months

Bad Homburg, Germany

Senior Consultant

GP+S Consulting

Project manager for the rebranding of Versatel Telekommunikation within 1&1 Telekommunikation (Karlsruhe/Kiel/Flensburg, Germany):
Organizational and process integration of Versatel and KielNet into 1&1 Versatel
Creating accompanying communications – hotline, banners, mailings
Defining customer retention measures for Versatel and KielNet clients
Adjusting self-service tools and online customer portal
Adjusting marketing and CRM processes
Closing shops
Project and program management

Dec 2015 - Apr 2016

5 months

Düsseldorf, Germany

Senior Consultant

Hitachi Consulting

Project manager in a sales excellence project for the precision strip steel mill at Outokumpu (Schalksmühle, Germany):
Restructuring the sales organization including defining roles and responsibilities, change management
Re-segmenting the customer base
Implementing a management KPI system
Introducing a CRM system with SAP Cloud for Sales
Supporting campaign management
Increasing revenue by 15%
Improving internal workflows, resource allocation, interface management, order processing
Conducting training on leadership tools, reducing downtime and 5S workplace organization

Jul 2015 - Sep 2015

3 months

London, United Kingdom

Program Manager

Libra Europe Consulting

Supply chain project at WEGO Baustoffhandel (Hanau, Germany):
Supporting sales negotiations for a multisite project
Analyzing the UK sister project to prepare a German roll-out with warehouse optimization and site restructuring

Oct 2013 - Jun 2015

1 year 9 months

Bramley, United Kingdom

Senior Consultant

Managementors Ltd.

Project: Process analysis for introducing an SAP solution for automated resource planning and allocation of field service technicians at Computacenter (05/2015 – 06/2015, Hatfield, UK and Kerpen, Germany)
Management interviews at all leadership levels
Data analysis and performance review
Analysis of the management operating system
Analysis of SAP specifications and processes
Reviewing project initiatives and presenting results
Project: Efficiency improvement for global infrastructure operations at Computacenter (01/2014 – 02/2015, Kerpen/Erfurt, Germany)
Senior project manager, leading a team of 2 consultants
Implementing a new management operating system
Implementing new forecasts, planning, planning guidelines, KPI systems, review processes
Creating and implementing complaint management processes
Training an internal MOS manager
Training staff on the new MOS
Developing and documenting onboarding processes for new managers and team leaders
Coaching new and experienced leaders
Improving meeting structure and efficiency
Revising the data protection agreement, supporting negotiation of a new works agreement
Project: Process analysis and efficiency improvement of the company-wide service desk at Computacenter (10/2013 – 11/2013, Berlin/Erfurt, Germany)
Analyzing ITIL ticket process, planning and scheduling process and complaint management process
Presenting analysis results and recommendations to German management

Nov 2012 - Sep 2013

11 months

London, United Kingdom

Senior Project Manager

ANPRO Ltd.

Project: Multisite project management to improve delivery service efficiency for Berendsen large laundries (04/2013 – 09/2013, Glückstadt, Germany)
Senior project manager, leading a team of 4 consultants, including recruiting and training 2 trainees
Standardizing Operational Excellence tools across branches
Improving capacity utilization through integrated workflows
Implementing production and resource planning system
Optimizing delivery service through better routing and ordering
Optimizing complaint management, increasing customer frequency and visit rhythms
Project: Restructuring to boost productivity for an industrial laundry of Berendsen (11/2012 – 02/2013, Erbach, Germany)
Project management, leading another consultant
Implementing quality standards, reporting processes and KPIs, meeting structures, customer care
Training leaders and team leads to improve employee satisfaction, company identification and reduce absenteeism
Designing new production and packaging processes

Sep 2011 - Oct 2012

1 year 2 months

Bramley, United Kingdom

Senior Consultant

Managementors Ltd.

Project: Multisite project management to improve facility management services for Johnson Controls within Swisscom (03/2012 – 10/2012, Zurich/Bern/Basel, Switzerland)
Project design and management for 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 new MOS, KPIs, leadership and coaching approaches
Stabilizing organization while reducing headcount
Project: Operational analysis to improve technical service performance at Johnson Controls Facility Management (10/2011 – 11/2011, Zurich, Switzerland)
Management interviews and workplace observations
Process and organizational analysis for contracts, planning, spare parts and maintenance, profit and loss analysis
Analyzing efficiency of supervisors, employees and subcontractors
Project: Operational analysis to improve Stannah Lifts services (09/2011 – 10/2011, London, UK)
Management interviews and workplace observations
Process and organizational analysis
Analyzing efficiency of supervisors and employees

Sep 2009 - Sep 2011

2 years 1 month

London, United Kingdom

Management Consultant/Business Analyst

ANPRO Ltd.

Business process optimization in customer interfaces for Berendsen large laundries (Glückstadt, Germany):
Analyzing and designing business processes and deriving system and organizational optimization measures: order intake, order processing, document management
Developing methods, quality standards and reporting
Improving efficiency
Selecting and recruiting leaders
Leading customer service and field service projects
Building a call center, reorganizing front and back office
Contributing to production and logistics optimization
Supporting CRM software selection (Salesforce)
Project office, planning and preparation
Web-based project management and control
Supporting introduction of a new CRM system and complaint management, improving inventories

Aug 2008 - Aug 2009

1 year 1 month

Pforzheim, Germany

Recruiter: Recruiting leaders and experts in product, project, quality, process management

go fast forward Personalberatung

Client coordination and contact
Creating job and search profiles, and project briefing
Direct approach to suitable candidates
Candidate selection and presentation

Apr 2008 - Oct 2008

7 months

Flensburg, Germany

Helpdesk Organization Builder

Daarwin Qualitätsmanagementsoftware

Analyzing and recommending sales, telephony and telemarketing processes
Analyzing and recommending software support
Selecting staff and reorganizing
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 running the booth at Formland gift fair in Herning (DK)
Designing a mailing campaign

Dec 2006 - Aug 2007

9 months

Sales Consultant

Werbeagentur Boockhoff

Sales projects in art and gift items

May 2006 - Sep 2006

5 months

Magdeburg, Germany

Head of Sales Department

TS TeleMarketing Service GmbH

Key account manager for mail-order business
Responsible for outbound campaigns to reactivate customers
Planning optimization
Operational responsibility (2 call centers)

Jul 2003 - May 2006

2 years 11 months

Stuttgart, Germany

Head of Customer Service Department

Vodafone D2 GmbH

Department responsibility including budget
Managing up to 500 employees (350 direct reports, 150 functional reports) and 28 managers
Improving operational metrics, e.g. calls and active sales
Responsible for technical back office including escalation management
Introducing UMTS video customer support
Leading and setting strategy for business customer service
Introducing service managers and segment-based service

Apr 2001 - Jun 2003

2 years 3 months

Wismar, Germany

Branch Manager

telegate AG

Branch responsibility with authority and budget
Managing 440 employees and 20 managers
Taking over foreign directory service including business transfer
Building an all-in-one directory and SMS directory
Removing one management layer and optimizing span of control
Resource optimization and reducing 100 staff and 7 team leads, redesigning call center & space optimization

Dec 1999 - Mar 2001

1 year 4 months

Saarbrücken, Germany

Head of Internet Service

debitel AG

Managing 20 employees and 4 managers
Responsible for customer support of debitel.net & berlin.de
Introducing email management
Introducing a customer support chat
Building second-level support for mobile internet access
Designing and developing an internet strategy

May 1999 - Nov 1999

7 months

Saarbrücken, Germany

Call Center Manager Technical Support

AOL Bertelsmann Online GmbH

Responsible for technical customer support, including budget
Managing 160 employees and 9 managers

Jun 1996 - Apr 1999

2 years 11 months

Padborg, Denmark

Call Center Manager

Telemarketing Services A/S (Quelle GmbH)

Branch management, including budget, balance sheet and annual report
Managing 300 employees and 15 managers
Responsible for customer support of Danish Quelle export customers, including warehouse and billing
Project manager for introducing 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 (Quelle GmbH)

Jun 1993 - Mar 1996

2 years 10 months

Padborg, Denmark

Telephone Clerk

Telemarketing Services A/S (Quelle GmbH)

Summary

Leading consulting projects (also remote and across multiple locations, including personnel management)
Change management, optimization, restructuring, implementations/roll-out
Introduction of Lean Management & Operational Excellence
Conducting process analyses, including machine and employee studies
25 years in management
Managing up to 500 employees
14 years successfully self-employed
10 years in the CRM field
10 years with service providers
11 years in management consulting for internationally leading firms in your segment
Industries: Energy, telecommunications, IT services, steel, mechanical engineering, facility management, large laundries, services
Areas: Production, maintenance, sales and logistics, HR, organization, processes, all types of service (call center, helpdesk, back office, field, facility, textile and food service)
As a consultant, I can only be as good as the improvements my clients achieve through my support