Sector Experience

Business Services
Financial Services
Healthcare
Telecom

Experience

Self-employed Management Consulting
Consultant
3/2014 - Present
Bringing projects to success in fields of
- transformation and change management
- operational excellence (e.g. customer service)
- digitalization
Unitymedia Operations
Head of Technical 1st Level Support (ad Interim)
11/2017 - 4/2018
- Leading 1st level support of a cable operator (functional lead of up to 800 customer service agents)
- reduction of contact volume by 1/3 through better service
- enhancement of customer satisfaction (Net Promoter Score +40)
Deutsche Telekom Technical Service Operations
Head of Quality Management
6/2011 - 6/2013
Head of quality management with following responsibilities
- improvement of technical customer service (customer satisfaction, costs)
- leading 75 people (5 direct reports)
Deutsche Telekom AG Management Consulting
Vice President Marketing, Sales & Service
6/2007 - 5/2011
- Leading the "Marketing, Sales & Service" practice within Deutsche Telekom's internal strategy consultancy
- heading several business transformation projects with high strategic and financial impact
- responsible for up to 20 high educated strategic consultants