Erfahrene Berater Digitalisierung, Customer Experience und Customer Service

* Responsible for Customer Experience at INWI - Telco operator (mobile, fix,
internet) 10 Mio Customers
* Responsible for Customer Service B2C and B2B at INWI - 500 Staff
Achievements so far
* Restructured the Customer Service Operation -new contractual and operational
model for the outsourcer partners: 30% cost savings and better service experience
* Replaced IT infrastructure with ONE platform (Genesys- 15% IT costs saving) to
support Service Differentiation, Specialization and Blended Operations.




* Introduced Sales in Customer Service, transforming the Customer Service from a
Cost to a Profit Centre within 8 months. Started Save-Desk operations with 45%
retention rate; inbound sales and web call back with 25%conversion rate and
Outbound Telesales for Cross-Sell, Up-Sell with conversion rates of up to 35%
* Set-up Inside Sales operation for B2B SME with sales of 1 Mil EUR in the first year.
* Initiated "Voice of the customer" process and decision board resulting in almost 50
initiatives of customer experience improvements, most of them with positive
financial effects on reducing "irritant calls" - 50% call reduction after 3 years
* Redefined B2B Back-Office Customer Journeys with significant improvements of
E2E SL (from days/weeks to less than 1 hour)
* Virtualized entire customer service operations from on-site to homeworking within
2 weeks during COVID 19 crisis. Overcome the crisis as best CS in the country
* Led the Digitization Transformation Program - digitized customer identification,
contract sign-off and archive, retention, and up/x-sell journeys, introduced new
customer contact digital channels (WhatsApp, chat, FB messenger).
* Implemented 12-24 h Home Delivery with Cash-in and Contract sign-off at delivery.

* Engaged to support Wataniya Mobile to translate its new strategy "becoming a customer centric company"
in a plan of actions
Achievements
* Defined WM customer experience strategy - customer promises. Set-up various elements of a structured
Customer Experience Management
* Assessed entire customer journey for three personas (corporate, post-paid residential, prepaid), spotted-out
over 200 customer experience pain points, design future "best in class" customer journeys,
* Defined Customer Transformation Roadmap - 28 Improvement Projects Charts (Description, KPIs, BCases).

* Responsible for Customer Service and Customer Experience group-wide, 3000+ staff and 150M+ customers
in 10 operations in Middle East, North Africa and SE Asia, reporting to the Customer Commercial Officer
Achievements
* 2015-2017: Led strategic transformation towards Leadership in Digital Experience with deployment of
digital analytics and CRM platforms group-wide and e-sales operations in all GCC markets

tasked with operational transformation of business and residential customer service operations, involving
2000 staff, for the future, merged, fixed and mobile DT local operator in Romania
* Set-up in Romtelecom B2B inside sales operations for SME/SoHo and consolidated 28 locations into 3,
* In Romtelecom Introduced service differentiation and specialization with 40% efficiency improvement and
100% revenue boost as well as technical infrastructure transformation

* Headed a team of 25 and reported to the Chief Operations Officer, with responsibility for European Customer
Service involving 8-15 national operations, 5000+ staff, €200M+ OPEX and €800M revenue
Achievements
* Deployed Waste Call Reduction, Voice of the Customer and Zero Dissatisfaction concepts across Europe,
saving 20%+ annual service costs by continually improving customer satisfaction
* Led Group-wide "Boost TopLine Program" in Customer Service: Established Customer Service as Channel
#1 for X/U Sales and the channel with best ROI in Acquisition; Rolled-out Boost Sales program in several
national operations, driving 40-100% sales improvements ; Set-up new Save Desk concept, establishing a
new exclusive channel for retention with 25% save rate

* Headed an international team of 12-15 with responsibility for a €20M budget and all international
technology investments for customer service and sales across the T-Mobile group
Achievements
* Led Group-wide "#1 in Customer Interaction Experience" program, successfully driving T-Mobile to #1 in all
10 markets for digital experience, in 9 out of 10 for contact centre and 8 out of 10 for shop experience
* Led Group-wide Program "Shift to Self-Service" - Established and developed Self-Service Business across
Europe improving call deflection rate from 54% to 84% and realising recursive savings of €35m yearly
* Transformed IVR/USSD from self-service to revenue generation channels with up to 30% conversion rate
* Led innovation in sales and customer service across Europe, introducing the first world-wide multi-channel
voice/USSD/SMS/web self-service platform, a routing platform for NL & AT hosted in Germany, Voice
Biometrics, E-mail Automation and Remote Technical Support
* Defined Social Media Strategy for Customer Service and introduced social media-based service channels
* Introduced new strategic processes across Europe including Customer Feedback Management and Service
Channel Management

* Directly responsible for a team of 5, and 15 indirect reports, reporting to the group CIO
Achievements
* Chaired the T-Mobile International Architecture Board and established international IT architecture
* Defined strategy and architecture and successfully drove a 2-year IT change program including
organizational change, introduction of SOA-based architecture and core platforms changes
* Main driver for significant reduction of IT operational spending by exploiting international synergies

* Headed a department of 10-15 consultants, reporting to MD for Germany with responsibility for a 6M DM
annual budget, also Docent for IT Architecture at Cap Gemini University - Behoust/Paris
Achievements
* Project managed and consulted on IT Strategy with management at T-Online, T-Mobil Germany, max.mobil,
3i, Deutsche Bahn, Telekom Austria, LandTel, Augsburger Allgemeine and Burda