Ingo Tetzelt Email & Phone Number

Anywhere

• Business partner to SME departments such as ‘Customer Success’, ‘Payroll’ and 'Vendor Management' and 'Benefits' for continuous improvement of processes, workflows and operational excellence.
• Spearheading the restructure of Payroll’s ‘Centre of Excellence’ and 'Vendor Management' - their improvements to product and service o Response and Resolution Times halved within 3 months / CSAT increased to above.
• Introduction and operation-wide usage of root cause analysis automation for increased continuous improvement and product decision making
• Revenue/Cost analysis on vendors to expedite the correct future decision making

Anywhere

• Manage and implement the Benefit Support Team, processes, structure and systems.
• Best performing Jira unit within operations whilst creation of leaner structure going from 4 to less than 1 FTE: o 4.8 out of 5 CSAT o 87%+ SLA met
• Global knowledge management improvements resulting in: o 30% reduction of total queries per quarter o 40% self-service increase for client facing teams
• Delivered 30K GBP p/a process- and cost improvements with a further 40K GBP p/a identified (within 2 months)
• Delivered scalability initiatives including the future elimination of the need to hire specialists rather than support level (per FTE saving of 20K GBP p/a)
• This function ultimately being completely self-run/ obsolete whilst customer experience unaffected/ improved

Manchester, United Kingdom

• ILM Level 4 qualified
• Delivered contact reduction, cost- and efficiency saving and process improvement initiatives including A/B Testing and roll out (1.2 Mio GBP annual cost saving and up to FTE savings)
• Created the "Complaints Team" to cover regulatory insurance requirements and to decrease LT complaint ratios o Insurance Complaints: 100% fair outcome and 97% on delivery, incl. 10K year-on-year pay-out reduction o.
• Developed and delivered complete FTE budget/capacity plan (20 languages, 4 contact channel splits) which in turn now accurately forecasts demand levels inside 4% variance
• Managed department through redundancy process amid the COVID pandemic, restructured, rebuilt and stabilised after (accurately down- and upsized during erratic week-on-week travel demand)
• Spearheaded the “High Performing Team” initiative post redundancy process resulting in 20% increase of performance metrics (Includes KPI dashboard creation for self-service)

Manchester, Greater Manchester, United Kingdom

Restructured post rental department after failed processes and resource planning shortfalls created large backlogs of customer contact and high customer wait times.Rolled out improved case managementmethods and eliminated 16.000+ customer contact backlog within 3 months during peak season.Created Support Team functions and managed their effectiveness.

Manchester, United Kingdom

Increased footprint/ conversion of individual language markets by up to 100% year-on-year via managing anddeveloping partnerships.Upscaled according to growth.Successfully trialled multi-channel ways of operating which later resulted in complete restructure of thecustomer service area of the site.

Manchester, United Kingdom

Delivering performance of duties on an ‘exceeding expectations’ level throughoutUpskilled and performance managed existing management team which resulted in 25% increase ofcustomer satisfaction and productivity KPIsImproved/ Restructured onboarding and training to meet minimum requirement using process mappingand LEAN methodology resulting in 98% pass rate

Asia

After marrying my wife in June 2013, we planned a five month extended honeymoon journey through Asia. Although a big endeavour which required lots of planning, our trip was extremely rewarding and enlightening. Whilst away I was lucky enough to achieve some life goals but returned with a determination to re-establish myself as a hard working and successful.

Manchester, United Kingdom

Australia, Canada And New Zealand

The time I caught the travel bug and horizons were widened. The most influential character building exercise I have ever done.

Bischofswerda, Germany

Görlitz, Germany