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Interim Management, Programme Management, Consultancy

Interim Management, Programme  Management, Consultancy

Work Experience

- Customer Service, Sales and CRM/CEM Specialist with 20 years of experience
- Track record of design and implementation of new business model, change and Business transformation projects, IT transformation project and post-merge integrations
- Knowledgeable and experienced in all phases of customer lifecycle processes (sales/technical/billing support & complaint/retention/win-back management) for commercial topics and technical landscapes
- Knowledgeable and experienced in Marketing and Sales topics with regard to customer strategy, scoring, need analysis, value proposition, data analysis, satisfaction analysis, customer experience management, distribution and staff/customer training
- Experienced to run operational Sales/Service Division up to 900 employees (IT Division up to 70 employees), SLA/escalation management, research and benchmarking, KPI and BSC management
- Experienced to reduce OPEX, grow revenue, increase staff satisfaction and customer satisfaction
- Skilled at organising complex projects, defining project priorities, and delegating tasks
- Demonstrated ability to consistently meet deadlines
- Experienced in creating and sustaining a customer oriented corporate culture - operate effectively within an international network - strong interpersonal and problem solving skills and ability to influence and persuade others - added value oriented and responsible leader with a solid and comprehensive knowledge of ICT, media and finance industry


Education

2007 International Executive MBA
1998 Federal Diploma of Human Resource Specialist


Skills

CRM, CEM, Commercial & Technical Change Management/Programme Management, Customer Service, Customer Delivery

Languages

German, English

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