Personalberatung

• CX Management- Standardize KPI management (e.g. COPC as a standard for forecasting, workforce management, quality management, customer satisfaction)- Raise customer satisfaction, customer loyalty and customer value - reducing customer service costs at the same time- Reorganization or Re-engeneering of the contact center skill set up (split in 1st level and 2nd level skill, with a highly standardized 1st Level skill)- prepare outsourcing (BPO) and/or transformation (automation… Show more • CX Management- Standardize KPI management (e.g. COPC as a standard for forecasting, workforce management, quality management, customer satisfaction)- Raise customer satisfaction, customer loyalty and customer value - reducing customer service costs at the same time- Reorganization or Re-engeneering of the contact center skill set up (split in 1st level and 2nd level skill, with a highly standardized 1st Level skill)- prepare outsourcing (BPO) and/or transformation (automation using AI)- Define business case/ business plan- Return- on- Invest controlling• BPO Management Define outsourcing strategy based on costs situation, quality performance, customer satisfaction evaluation- Decide for outsourcing processes (procedures beyond a companies core competencies)- Start, support, run an RFP (Request for Proposal) or RFI (Request for Information) to prepare decision-making in order to find the best- in- class service provider (define RFP criteria)- Evaluate RFP responses with a Result matrix combined with a SWOT based on RFP criteria (service provider long list, short list)- Site visits with service provider short list to evaluate RFP resonse vs real operational performance- Scorecard definition, penalty scheme definition contract negotiation, contract signing- Define business case/ business plan- Return- on- Invest controlling Show less

Owner

VP Sales (7 Call Center Loactions), Key Account Manager- customer service Hotlines, Service Center Tech, Backoffice - industry resp.: ISP/Telco, major projects - revenue 45 Mio. Euro (2007)- handle partner requirements, profit margin optimization - (Re-) alignment/ extending partnerships/ long-term cooperation models

Marketing Manager at T-Motion PLC (London) 07/2000 to 12/2001 and 01/2002 to 12/2003 Senior Consultant at Detecon International (Bonn)

Sales Manager German Speaking Area for SmartRing (Digital Signatures, Public Key Infrastructure, Mobile phones, IT Gateway)