Jan Wolfgang Voss Email & Phone Number

United States

In my current position, I provide full leadership and direction to multiple call centres, overseeing all processes and initiatives affecting staffing for national and international groups, creating forecasting and statistical reporting, and implementing standardization of procedures and protocols. I introduced streamlining to the processes for handling calls, developing and executing standard and lean processes that enabled a 20% reduction in staffing. I also established intraday teams to manage the teams more efficiently. This allowed us to centralize call centre services in Mexico, Guatemala, and the Philippines. To comply with the COPC certification, I conceptualized and initiated standards and practices. I was able to improve efficiency through the application of Six Sigma principles and develop short- and long-term plans for the effective operations of the call centres.

Savannah, Georgia Area

During my tenure here, I organized and oversaw the daily operations of 5 rental locations. This included coordinating staffing and processes during an expansion period, and introducing Lean Six Sigma principles to improve efficiency and cut costs. I held P&L responsibility for $11.5 million in annual revenues. I was responsible for the management of 8 employees and directed operations that included 260 rental vehicles. I worked diligently to develop positive community relations. My leadership was essential during the opening of additional locations, expanding the fleet of rental vehicles by 190% and increasing market penetration by 5% in the Southern Georgia area. I implemented new procedures, risk management policies and expense control actions that reduced overall operating costs.

At this company, I was in charge of a branch office with $2.5 million in annual revenue. I was tasked with introducing initiatives and strategies to revitalize a low-performing branch. I conducted a full review of operations and was able to streamline daily activities for 2 managers and 8 staff members, resulting in the increase of revenue to over $3 million a year. My initiatives successfully increased branch revenue by over $500,000. I was able to control expenses, manage labor, implement process changes and cut costs by 10% overall. I also implemented training programs to improve client satisfaction. This created positive experiences that resulted in a 40% increase in repeat customers. I contacted local business leaders and owners to establish corporate networks for providing rental vehicles, which increased business opportunities by 25%.

Richmond Hill, Georgia

Moving to the USA, I secured a position managing all aspects of the daily operations of a 149-room hotel with annual revenues of $12 million. I utilized my leadership skills to create and oversee a $3.5 million budget, allocating resources and staffing to meet the needs of guests, and providing direction and guidance for all operations, vendor relations, supplier contracts and marketing objectives. I applied Lean Six Sigma principles to design and implement standards for operating practices that enhanced the overall quality index by 25% within the first three months. I also developed sales and marketing strategies that increased room occupation and revenue to realize 60% growth in six months. Under my tutelage, we successfully reduced employee turnover rates by 50%. I attribute this to inspirational leadership, morale-boosting initiatives and training programs.

Neuss, Germany & Dublin, Ireland

I directed Xerox group operations in Ireland, receiving multiple accolades and awards, and was promoted to Service Operations Manager and Project Manager for Germany to manage seven service districts and provide multi-national leadership. This resulted in me overseeing full operations for service in multiple countries. I established and executed Lean Six Sigma principles to streamline processes and tools to monitor and measure metrics for identifying possible opportunities and recognize project successes. While managing the teams, I ensured they provided the highest quality of service. I instituted programs to improve project productivity and efficiency. This led to customer service levels that exceeded expectations. My design and implementation of international initiatives and programs allowed for the introduction of Lean Six Sigma principles that improved productivity and efficiency throughout Europe. I led by example to provide exceptional customer service, and received the “Customer Hero Award” for a 13% increase in satisfaction levels in 2004. I received multiple awards during my time with Xerox, including the “Outstanding Manager” Award from Xerox Europe management in 2000 and 2002. I was also recognized for best results in cost reduction and customer service in Europe, receiving the “Top Manager Award” for the Xerox Welcome and Support Center Europe. I spearheaded the pilot program for introducing SAP throughout Germany, successfully demonstrating the need and projectability so that it was implemented in all of Europe.

Master, Business Economy

Consulting and Project Management

Green Belt, Lean Six Sigma

combining Lean Management and Six Sigma to one tool.

Bachelor, Business Administration

Economics

College, Painting, Car Painting

Auto Collision Repair

High School Degree

High School

High School Degree