Volker Kühn - Freelance IT Auditor and Consultant for Customer Service Processes

Q: Where is Volker based?

Volker is based in Bonn, Germany .

Q: What languages does Volker speak?

Volker speaks the following languages: German (Native), English (Advanced) .

Q: How many years of experience does Volker have?

Volker has at least 37 years of experience. During this time, Volker has worked in at least 15 different roles and for 15 different companies . The average length of individual experience is 2 years and 2 months . Note that Volker may not have shared all experience and actually has more experience.

Q: What is Volker's latest experience?

Volker's most recent position is Freelance IT Auditor and Consultant for Customer Service Processes at Freelance IT Auditor and Consultant for Customer Service Processes .

Q: What companies has Volker worked for in recent years?

In recent years, Volker has worked for Bundeswehr FuhrparkServices GmbH , TÜV Rheinland Cert GmbH , TÜV NORD Systems GmbH & Co KG , TUI Customer Operations GmbH , and PflegeMehrwert GmbH .

Q: Which industries is Volker most experienced in?

Volker is most experienced in industries like Telecommunication , Information Technology (IT) , and Healthcare . Volker also has some experience in Aerospace and Defense , Education , and Government and Public Administration .

Q: Which business areas is Volker most experienced in?

Volker is most experienced in business areas like Information Technology (IT) , Customer Service , and Product Development . Volker also has some experience in Operations , Sales , and Human Resources (HR) .

Q: Which industries has Volker worked in recently?

Volker has recently worked in industries like Aerospace and Defense , Professional Services , and Information Technology (IT) .

Q: Which business areas has Volker worked in recently?

Volker has recently worked in business areas like Information Technology (IT) , Operations , and Product Development .

Recommended expert

Bonn, Germany

Experience

Mar 2026 - Present

Freelance IT Auditor and Consultant for Customer Service Processes

Freelance IT auditor for ISO 27001 information security (lead), ISO 27017/18 cloud infrastructures, BSI Act §8a critical infrastructures (lead), ISO 22237 data center design and operation (lead), TISAX information security in the automotive industry
Consulting on customer service processes with a focus on contact centers from software selection to go-live
Training employees, negotiating and communicating with employee representatives, overflow concepts, outsourcing, nearshoring, offshoring
Building information security management systems (ISMS) in mid-sized companies and corporations
Acting as the information security officer (ISO) as an external control body according to ISO 27001
Implementing cloud-based contact center suites in mid-sized companies and corporations
Establishing efficient and effective contact center management
Optimizing organizational structures
Developing and enhancing training programs in contact centers, including employee coaching

Mar 2024 - Feb 2026

2 years

Head of Application Management

Bundeswehr FuhrparkServices GmbH

Leading 34 specialists in application management and software engineering
Developing and operating fleet management for 45,000 vehicles for the Bundeswehr using SAP R/3 and SAP S/4Hana modules
Providing and further developing software for rental and leasing business as well as modeling all company processes of BwFPS, including mobile apps
Supporting the electrification of the Bundeswehr vehicle fleet
Developing and operating cloud-based custom solutions
Responsible for the security architecture of the entire IT landscape, complying with the Bundeswehr's IT security requirements, BSI IT-Grundschutz, and critical infrastructures
Securing terrestrial communication networks, mobile networks, IT middleware, and applications against cyberattacks
Migrating fleet management to SAP S/4Hana with efficiency gains
Developing a complexity index for the IT landscape and reducing it through retirement, modernization, and interface reduction
Using AI models to support procurement processes, knowledge management, and process simplification

Jun 2023 - Feb 2024

9 months

Head of Information Security, Auditing and Certifications

TÜV Rheinland Cert GmbH

Leading 7 internal and 104 external auditors
Expanding the department both internally and externally
Certifying all IT standards as a certified lead auditor for ISO 27001, ISO 22237, EN 50600
Managing client relationships and serving as escalation point
Optimizing auditor deployment and workload (workforce management)
High growth in information security and cloud computing procedures
Social media recruiting

Mar 2022 - Jun 2023

1 year 4 months

Head of IT, Processes and Administration (SVP)

TÜV NORD Systems GmbH & Co KG

Leading 400 employees in five departments for the production, delivery, and maintenance of IT systems and software
Central IT management for the global Industrial Services division of TÜV Nord AG
Developing the IT strategy for the international Industrial Services division
Executing SAP S/4Hana migrations
Process owner for all IT and administration processes in the division
Reorganizing administration as an omnichannel contact center
Building a digital solutions unit for cloud-based systems
Establishing digital tools for backend automation (robotics)
Implementing artificial intelligence in customer communication
Creating a community for Microsoft Power Apps (no-code/low-code)
Establishing the Microsoft Azure foundation for implementing microservices

Sep 2021 - Feb 2022

6 months

Hanover, Germany

Senior Project Manager

TUI Customer Operations GmbH

Reorganizing TUI customer service in Germany and consolidating hotlines
Connecting TUI's branch network and partner shops to an omnichannel platform
Digitizing B2B and B2C customer communication with AI chatbots
Building a centralized knowledge management system for TUI and partner shops
Optimizing contact center operations with 350 internal and 500 external agents
Recovering double-digit million revenue losses
Significantly increasing shop operators' satisfaction

Nov 2020 - Aug 2021

10 months

Bonn, Germany

Managing Director

PflegeMehrwert GmbH

Performed care level and disability ID assessments, reviewing and handling appeals
Built the online platform and social media platform "Pflegegradhilfe"
Implemented support in the online process
Built and managed a partner network to expand the portfolio and increase reach
Acquired corporate clients as multipliers
Ran marketing campaigns across print, social media, and direct marketing
Maintained media presence through the "Pflege Talk" platform
Achieved nationwide high brand awareness for "Pflegegradhilfe.de", "Behindertenausweis Hilfe" and "Pflege Talk"

Mar 2016 - Oct 2020

4 years 8 months

Bonn, Germany

Vice President, Head of Process Management Customer Finance

Deutsche Telekom Services Europe SE

Managed 100 specialists nationally and internationally
Oversaw Customer Finance processes for fixed-line and mobile in the consumer and business market
Implemented process automation and digitalization
Set up IT demand management and IT incident management
Migrated processes to Slovakia, Romania, and the Czech Republic (nearshoring)
Managed about 1 billion financial transactions per year for all Deutsche Telekom Group country units
Consolidated mass current accounts, saving 20%
Introduced the Robotics efficiency program, cutting 200 FTE through RPA and AI
Automated, AI-supported processing of advice processes with a 90% effort reduction
Built and ran a contact center in Košice (Slovakia) for German business customers

Mar 2008 - Mar 2016

8 years 1 month

Bonn, Germany

Vice President, Head of Customer Contact Management (Internal Customer Service)

HR Business Services der Deutschen Telekom AG

Resolved customer issues related to administrative HR services for 120,000 employees and 180,000 retirees
Implemented an omni-channel customer service in the PST/HBS shared service center with cloud-based telephony, routing, KPI- and skill-based agent control, HR voice portal, email tool, and chat
Led 150 employees across two sites in ten teams
Optimized and standardized HR processes to reduce variants
Introduced RPA and AI-based virtual assistants, handling 300 queries per day
Established innovation management in the HR contact center with voice services, self-services, and voice biometrics

Jan 2004 - Feb 2008

4 years 2 months

Bonn, Germany

SVP, Head of Customer Care Sales / Head of Customer Service Germany, Sales Center

T-Home Zentrale, Deutsche Telekom AG

Managed customer care sales for residential and business customers in Germany via inbound and outbound calls
Implemented and ran a contact center with 16,000 agents
Advanced the IVR voice portal, routing, workflow, and workforce management
Built innovation management for contact centers and shifted to multichannel, including social media and eBusiness/eCommerce
Managed campaigns to secure sales and coordinate with outsourcing partners
Achieved annual revenue share of €6.5 billion
Over 75% of calls answered within 20 seconds
Improved cost efficiency by reducing returns
Awarded the CCF Quality Award and finalist in the European Business Award for Customer Focus 2008

Jan 2004 - Jun 2005

1 year 6 months

Bonn, Germany

Vice President, Head of VC33 Electronic Media Sales (eBusiness), Sales Center

T-Home Zentrale, Deutsche Telekom AG

Established the eBusiness sales channel in customer care and managed customer routing between platform and calls
Implemented a two-stage front-office process to boost sales
Managed the email channel
Built a Siebel-based CRM solution
Negotiated with the works council for customer care sales

Feb 2000 - Dec 2003

3 years 11 months

Bonn, Germany

Head of Product Management, Industry Solutions

T-Data Gesellschaft für Datenkommunikation GmbH

Integration of network products (intranet/extranet) with ASP platform software
Sales and marketing of industry solutions to business customers, associations, government agencies, and municipalities

Mar 1998 - Jan 2000

1 year 11 months

Bonn, Germany

IT Team Lead in the EURO corporate project

Deutsche Telekom AG

Developed the EURO strategy and designed the IT conversion plan
Consulting for the executive board and multi-project management
Facilitating experience exchanges with European telecom companies

Jul 1996 - Mar 1998

1 year 9 months

Bonn, Germany

Division Manager and Product Manager for Telemedicine

Deutsche Telekom AG, Telekom Multimedia Systemhaus (TMS)

Development, product management, and coordination of telemedicine products
Pre-sales support and management of sales units: systems sales, key account management, business and consumer sales, and partner sales
Conducting regional marketing activities
Establishing Deutsche Telekom AG as a partner in the healthcare sector

Feb 1994 - Jun 1996

2 years 5 months

Darmstadt, Germany

Head of R&D Department, Visual Computing

Zentrum der Graphischen Datenverarbeitung e.V.

Developed the KAMEDIN IT system for transmitting radiology images over low-bandwidth networks and 3D brain tumor image analysis with AI
Implemented the weather flight for the German Weather Service for ARD broadcasting
Developed the Virtual Table VR device with 3D output, camera input, and voice/gesture control for EU research and integration into the USS Ronald Reagan's surveillance system

Jul 1992 - Jan 1994

1 year 7 months

Darmstadt, Germany

Research Associate

Zentrum der Graphischen Datenverarbeitung e.V.

Implemented AI in image processing
Built a global virtual reality design network for Ford AG; achieved the world's first virtual handshake

Jan 1990 - Jun 1992

2 years 6 months

Darmstadt, Germany

Research Associate

Technical University of Darmstadt

Research in the field of Graphical Interactive Systems

Nov 1988 - Dec 1989

1 year 2 months

Darmstadt, Germany

Research Associate

Fraunhofer Society

Research in the Graphic Data Processing working group

Industries Experience

See where this freelancer has spent most of their professional time. Longer bars indicate deeper hands-on experience, while shorter ones reflect targeted or project-based work.

Experienced in Telecommunication (20.5 years), Information Technology (7.5 years), Healthcare (5 years), Aerospace and Defense (4.5 years), Government and Administration (2.5 years), and Education (2.5 years).

Telecommunication

Information Technology

Healthcare

Aerospace and Defense

Government and Administration

Education

Business Areas Experience

The graph below provides a cumulative view of the freelancer's experience across multiple business areas, calculated from completed and active engagements. It highlights the areas where the freelancer has most frequently contributed to planning, execution, and delivery of business outcomes.

Experienced in Information Technology (15 years), Customer Service (13.5 years), Operations (12 years), Product Development (12 years), Sales (10.5 years), and Human Resources (8 years).

Information Technology

Customer Service

Operations

Product Development

Sales

Human Resources

Summary

A work environment where I can use my innovation drive, strategic and operational skills, and implementation strength to good effect. I have two areas of expertise: 1) Contact Center Management and 2) Information Security: Consulting and Certification.

Skills

Scrum
Kanban
Design Thinking
Artificial Intelligence
Robotics Process Automation
Sprint Planning
Reviews
Retrospectives
Delegation Poker
Jira
Microservices
Microsoft Teams
Webex
Zoom
Goto Meeting
Office 365

Languages

German

Native

English

Advanced

Education

Sep 1988 - Nov 1994

Technische Hochschule Darmstadt

Dr.-Ing., Computer Science · Computer Science · Darmstadt, Germany

Oct 1982 - Sep 1988

Technische Hochschule Darmstadt

Diploma in Computer Science · Computer Science · Darmstadt, Germany

Sep 1973 - Aug 1982

Bettina Gymnasium

High school diploma · Frankfurt, Germany

Certifications & licenses

BSI IT Baseline Protection Practitioner

Co-Auditor TISAX

Certified Lead Auditor for ISO 27001, ISO 22237, EN 50600

TÜV Rheinland Cert GmbH

Profile

Created

February 2026

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Frequently asked questions

Do you have questions? Here you can find further information.

Where is Volker based?

Volker is based in Bonn, Germany.

What languages does Volker speak?

Volker speaks the following languages: German (Native), English (Advanced).

How many years of experience does Volker have?

Volker has at least 37 years of experience. During this time, Volker has worked in at least 15 different roles and for 15 different companies. The average length of individual experience is 2 years and 2 months. Note that Volker may not have shared all experience and actually has more experience.

What roles would Volker be best suited for?

Based on recent experience, Volker would be well-suited for roles such as: Freelance IT Auditor and Consultant for Customer Service Processes, Head of Application Management, Head of Information Security, Auditing and Certifications.

What is Volker's latest experience?

Volker's most recent position is Freelance IT Auditor and Consultant for Customer Service Processes at Freelance IT Auditor and Consultant for Customer Service Processes.

What companies has Volker worked for in recent years?

In recent years, Volker has worked for Bundeswehr FuhrparkServices GmbH, TÜV Rheinland Cert GmbH, TÜV NORD Systems GmbH & Co KG, TUI Customer Operations GmbH, and PflegeMehrwert GmbH.

Which industries is Volker most experienced in?

Volker is most experienced in industries like Telecommunication, Information Technology (IT), and Healthcare. Volker also has some experience in Aerospace and Defense, Education, and Government and Public Administration.

Which business areas is Volker most experienced in?

Volker is most experienced in business areas like Information Technology (IT), Customer Service, and Product Development. Volker also has some experience in Operations, Sales, and Human Resources (HR).

Which industries has Volker worked in recently?

Volker has recently worked in industries like Aerospace and Defense, Professional Services, and Information Technology (IT).

Which business areas has Volker worked in recently?

Volker has recently worked in business areas like Information Technology (IT), Operations, and Product Development.

What is Volker's education?

Volker holds a Doctorate in Computer Science from Technische Hochschule Darmstadt and a Master in Computer Science from Technische Hochschule Darmstadt.

Does Volker have any certificates?

Volker has 3 certificates. These include: BSI IT Baseline Protection Practitioner, Co-Auditor TISAX, Certified Lead Auditor for ISO 27001, ISO 22237, and EN 50600.

What is the availability of Volker?

Volker will be available from March 2026.

What is the rate of Volker?

Volker's rate depends on the specific project requirements. Please use the Meet button on the profile to schedule a meeting and discuss the details.