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Freelance Data Analytics Services

T-Mobile Austria and UPC Austria merged to create a new brand - Magenta Telekom.Responsible for the after sales customer service support teams for Magenta Telekom Cable customers.Lead the Customer Service Sales channel initiatives to identify and quantify the cross & upsellopportunities resulting from the merger and implement where appropriate.Ongoing support to the reporting teams due to the data knowledge of the ex-UPC CRM andAvaya systems.

Operational lead of After Sales and Retention Helpdesks (approx. 65 FTEs)Introduced a successful program to give the team an identity, a vision and a clear path forevery employee, improving the engagement (=sales) and retention rate (=costs)

Responsible for the After Sales, Inbound Telesales and Retention helpdesk quality improvement programManaged the operational relationship with outsourced partners.Overseeing a small team of 3 FTEs

Responsible for the customer operations management reporting capabilities and accuracy.Monthly financial controlling across all Customers Operations cost centers.Development of yearly budgets for Customers Operations and business cases supporting it.Support Customer Experience program implementation.

Data Analytics Freelancing

Key stakeholder and responsible for implementation of Member management strategy forthe Nectar UK coalition program, identifying key revenue opportunities and incorporatinglearnings into customers lifetime journey.Developed pricing models for all Nectar communication channels.Defined a strategy and roadmap for the development and marketing of the Nectar app.

Insights Analyst for the Ford, BP and The AA relationships.Supported Ford 2011 Nectar relaunch showcasing the value of Nectar and building retentioncase studies to take to nationwide dealerships.In response to BP’s need to retain top customers implemented and developed BP UltimateClub working with third parties and consistently delivering robust ROI.Entrusted to manage and develop BP, Ford and The AA’s quarterly statement in terms ofanalysis, segmentation and offer… Show more Insights Analyst for the Ford, BP and The AA relationships.Supported Ford 2011 Nectar relaunch showcasing the value of Nectar and building retentioncase studies to take to nationwide dealerships.In response to BP’s need to retain top customers implemented and developed BP UltimateClub working with third parties and consistently delivering robust ROI.Entrusted to manage and develop BP, Ford and The AA’s quarterly statement in terms ofanalysis, segmentation and offer selection to drive further incremental revenue. Show less