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Interim Management

Work Experience

07/10 - date Insurances / financial service providers
Customer service, solution selling to consumers, demand-actuated consulting in different solutions to consumers and business customers, customer acquisition.

05/10 - date Banks / saving banks / financial service providers
Creation and support of the website, develop marketing plan, participation at trade fairs, backup of trademark rights, customer acquisition.

02/08 - date Telecommunication
Assortment of call centre and planning sales projects. This company provides consulting and sales services to private and business customers in telecommunications (internet and mobile telephony). Consulting in infrastructure, checking contracts between the service provider and the ordering customer, optimization of existing contracts, optimization of processes, and accountability for object achievement.

07/07 - date Self employed.
Business Consulting & project management. Order placement to call center, selection of call center according to specific client criteria, technical infrastructure consulting and planning and optimization of workflows, staff planning review reporting, reviewing and renegotiation existing contracts with call center management or with call center clients. Development of tools for measurement of call center rentability and key performance indicators.

12/98 - date Self employed in telecommunications.
Selling solutions for professional mobile phone users (mid market companies).

04/10 Telecommunication
Build a blue print for optimization the customer service inside of the company. The company wanted to get a higher customer satisfaction and this way increase the revenue target in 2009 from 30 million € a year to 37 million € a year in 2010. Furthermore, a statement for installing an IVR menu and about the possible reactions of their customers was provided.

06/09 - 09/09 Retail
Consulting and encourage of a medium-sized retail company in association with The Chamber of Industry and Commerce (IHK) by the guidelines of the federal state North Rhine-Westphalia. The company wanted to get a higher customer satisfaction and to get new customers, to optimize their labor organization and by this way to increase their strategic competence in selling solutions to the customers. Furthermore, a statement for launching new services and products was provided.

07/08 - 10/08 Telecommunication
Assortment of call centre and planning a sales project (with 700 FTE) at a call centre company with several units in Germany (> 10.000 employees). This company provides consulting and sales services to private and business customers in telecommunications (internet and mobile telephony). Consulting in infrastructure, checking contracts between the service provider and the ordering customer, optimization of existing contracts, optimization of processes, and accountability for object achievement.

05/08 - 09/08 Services
Consulting and assortment of sales projects at a call centre company, consulting in infrastructure, checking contracts between the service provider and the ordering customer, optimization of existing contracts, and optimization of processes. After Financial Due Dilligence and checking the daily reportings of several weeks downsizing staff and optimization of the daily business in preparation to insolvency proceedings. Accountability for object achievement.

02/08 - 06/08 Telecommunication
Planning and managing sales projects in a call centre company with two units in Germany (700 employees). The company gives consulting and sales services to business customers in telecommunications (internet and mobile telephony). Training the agents, training the trainer, checking contracts between the service provider and the ordering customer, optimization of existing contracts, optimization of processes, and accountability for object achievement.

01/08 - 06/08 Telecommunication
Planning and managing sales projects in a call centre company with three units in Germany. The company gives consulting and sales services to business customers in telecommunication industry (internet and mobile telephony). Training the agents, training the trainer, checking contracts between the service provider and the ordering customer, optimization of existing contracts, optimization of processes, and accountability for object achievement.

02/06 - 06/08 Automotive
Develop of a global car database including market research for a global car database with European orientation (30 countries): product development, business development, evaluation of the target groups, development of the business plan and operating plan, market analysis, acquisition of partners and customers, brand protection, utility models, patents. Furthermore, the evaluation with the provider for a technical realization was provided.

10/07 - 05/08 Telecommunication
Planning and managing sales projects in a company with three units in Germany. The company gives consulting and sales services to private customers in telecommunications (internet and mobile telephony). Training the agents, training the trainer, checking contracts between the service provider and the ordering customer, optimization of existing contracts, optimization of the processes, and accountability for object achievement.

04/08 Software / DP / IT services
Reporting to registered managers of selected key customers at high potential company in software development for call centre industry. The report was about how to assort the right call centre for a special project, the question why it is important to choose the right call centre for a special project and what details about call centers may be important for ordering customers.

09/06 - 09/07 Software / DP / IT services
Customer Service Professional (Key Account Manager) Microsoft. Key account management for a fixed client base in medium sized companies (upper mid market), consulting and sales of commercial and technical solutions for all major Microsoft products, compilation of typical reports of the market segment, developing sales strategies, customer service and stabilization of loyalty in Microsoft’s customers. Accountability for object achievement with a revenue target of 16 million € a year.

08/06 - 09/06 Services
Agent Outbound Sales Services (direct sales). Direct sales through cross and upselling to existing customers of a well-known network operator from the mobile segment.

12/04 - 05/06 Banks / saving banks / financial service providers
Agent Outbound Operations Sales (direct sales). Appointments for existing customers for direct and indirect sales.

12/05 - 03/06 Wholesale / Distribution / Jobbing House
Build a blue print for optimization of the customers’ loyalty to the company. The company wanted to get a higher customer satisfaction and in this way a noticeable higher revenue. Each customer should achieve the sales target expected by the company within a quarter and obtain an award from the range of consumer electronics. To differentiate from competitors, every customer should arrange a personal delivery in his cash & carry market. The concept insured to deliver the goods at the agreed time, connect, and explain to the customer. The ordering customer should allow the use of premium without technical studies.

06/04 - 11/04 Job Agency / Recruitment / Temporary employment agency
Agent Outbound Sales Services (direct sales). Sales of personal services to existing customers, candidate, gap analysis customers, acquisition of new customers, customer support onsite, market research, Internet research.

07/03 - 05/04 Job Agency / Recruitment / Temporary employment agency
Cold acquisition by telephone, sales (internal) acquisition of new customers and Appointments, Internet research.

12/01 - 09/02 Banks / saving banks / financial service providers
Agent Legal Collection/Administration. Causing judicial reminder procedure and starting distress of wages, cancelled checking and credit accounts, edit titles and detective agency requests those negotiations with customers about replacing liabilities, rate or comparison payments, deadline monitoring deadlines.

03/01 - 11/01 Banks / saving banks / financial service providers
Employee Financial Center Procedural Support (sales controlling). Checking of branch office transactions, special reports and reviews of specific banking areas, documentation and reporting of transactions from selected branches, tests of payment transactions us main clearing accounts and accounts, review account activity by the law to prevent money laundering.

03/00 - 02/01 Banks / saving banks / financial service providers
Supervisor Customer Service. Layer management and monitoring of the operational business (7 x 24 hour service, 230 employees, day up to 130,000 inbound calls), documentation and reporting, processing of global emergency cash services (emergency cash worldwide), training new and existing coaching staff, assistance in deploying IVR (launching of IVR to exculpate the employees from automatable standard requests and so to get higher capacity to sophisticated customer consulting), initiating escalations for technical issues (Function of service interface between the operating call center unit and the help desk data center in London. Escalation and documentation of all kinds of technical failures during the ongoing call center operation. Monitoring service levels for a smooth day plant recovery), ensuring a superior customer services as direct contact in customer complaints and role in effective customer management, implementing site-related policies, en-sure the availability and provision of means of production (USER ID, headsets, etc.), knowledge of each process in the call center and business structures, comprehensive bank skills and advanced knowledge of money laundering and data protection law, coordination and consultation with the competent departments of the company.

12/98 - 02/00 Banks / saving banks / financial service providers
Processing of all banking products, training new employees, team building, project manager for consolidation (total: approximately 400 million DM, individual credit decision competence in the project: 250,000 DM), build up a special team for the project, special processing of EC card and check fraud, early detection of risk hold customers and take appropriate action to reduce future risk, build up new processes, daily optimization of processes, accountability for object achievement. Project Manager consolidations & Agent Early Risk Recognition/Phone Collection (risk management).

09/98 - 12/98 Banks / saving banks / financial service providers
Telephone customer service (inbound) for existing customers, general support (balance queries, check orders to doing card lockouts, set and modify subscriptions, execution of transfers, direct debits retrieval), daily business in banking services for all kinds of customers, responsibility to achievement of objectives, accountability for object achievement, accountability to customer’s satisfaction.

08.1996 - 09.1997 Civilian service

01.1994 - 03.1996 Student Assistant for registry and technical purchasing areas

Education

06.1996 high school graduation (A-level)

06.1998 - 06.1999 Studying electrical engineering

Skills

excellent knowledge of call center business, good educational backround, a competent knowledge of the trades telecommuncations & IT, good knowledge of trade promotion & loyalty services

Languages

German (Mother tongue), English (foreign language)

Other

driving license clean
Software skills Windows 98SE/ 2000/ NT/ XP/ Vista, Word, Excel, PowerPoint, Access, Outlook, Office 2000/XP/2003/2007, Microsoft Exchange Server & Push-Mail, Siebel, Linux, Adobe Acrobat, Lexware, general license right in Microsoft
12.1998 - 08.2003 self employed in telecommunications (temporary part time)

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