Projektmanager, Business Consultant & Coach

6/2015 – 8/2018

12/2017 – 08/2018 EU Project Manager Virtual Customer Service (VCS)
- Sponsor: EU Management for Customer Service / Project Team: 12 DE/EU Senior Managers, 8 Departments
- Project Lead for automation of internal processes, e.g. Recruiting, onboarding, training & performance management
- EU wide process implementation/rollout, e.g. IT transformation incl. exchanging hard- & software equipment
03/2017 – 08/2018 DE & TR Sr. Manager Executive Relations
- Managing two Team Managers and a Project Manager, span of control for 30 employees
- Negotiation with works council, e.g. when restructuring the department and implementing new software tools
- Strategic Lead of Executive Relations Teams for DE & TR Senior Management with dotted line to US Headquarter
- Monitoring Process Improvement Initiatives with Lean Management methods
- Ownership of agile Project Management and internal improvement targets of the department
- Setting up the strategic roadmaps in collaboration with the worldwide leadership teams, incl. launching TR team
07/2016 – 02/2017 DE Project Manager Peak Season 2016/2017
- Sponsor: EU/DE Customer Service Director / Project Team: five countries (DE, IT, ES, FR, UK) and 10 departments
- Consulting and analysis, change and risk management for and with department leadership team
- Functional scope: capacity planning, workflow, seasonal hiring, onboarding, quality assurance
- Reporting to EU Senior Management: project status with focus on productivity and quality goals incl. service level
06/2015 – 06/2016 DE Team Manager Executive Relations
- Managing two Team Leads, span of control 20 employees
- Operational Lead of Executive Relations Teams for DE Senior Management with dotted line to US Headquarter
- Worldwide coordination and monitoring of PR and Legal relevant customer service escalations, e.g. product safety, consequential loss, consumer protection
- Implementation of new analysis tools and reporting standards for quality assurance and to measure success
- Standardization and automation of customer service escalation processes

Projektmanagement

6/2015 – 8/2018

12/2017 – 08/2018 EU Project Manager Virtual Customer Service (VCS)
- Sponsor: EU Management for Customer Service / Project Team: 12 DE/EU Senior Managers, 8 Departments
- Project Lead for automation of internal processes, e.g. Recruiting, onboarding, training & performance management
- EU wide process implementation/rollout, e.g. IT transformation incl. exchanging hard- & software equipment
03/2017 – 08/2018 DE & TR Sr. Manager Executive Relations
- Managing two Team Managers and a Project Manager, span of control for 30 employees
- Negotiation with works council, e.g. when restructuring the department and implementing new software tools
- Strategic Lead of Executive Relations Teams for DE & TR Senior Management with dotted line to US Headquarter
- Monitoring Process Improvement Initiatives with Lean Management methods
- Ownership of agile Project Management and internal improvement targets of the department
- Setting up the strategic roadmaps in collaboration with the worldwide leadership teams, incl. launching TR team
07/2016 – 02/2017 DE Project Manager Peak Season 2016/2017
- Sponsor: EU/DE Customer Service Director / Project Team: five countries (DE, IT, ES, FR, UK) and 10 departments
- Consulting and analysis, change and risk management for and with department leadership team
- Functional scope: capacity planning, workflow, seasonal hiring, onboarding, quality assurance
- Reporting to EU Senior Management: project status with focus on productivity and quality goals incl. service level
06/2015 – 06/2016 DE Team Manager Executive Relations
- Managing two Team Leads, span of control 20 employees
- Operational Lead of Executive Relations Teams for DE Senior Management with dotted line to US Headquarter
- Worldwide coordination and monitoring of PR and Legal relevant customer service escalations, e.g. product safety, consequential loss, consumer protection
- Implementation of new analysis tools and reporting standards for quality assurance and to measure success
- Standardization and automation of customer service escalation processes

Projektmanagement

10/2013 – 5/2015

- Managing a team of 10 EU Project Managers and Responsibility of 4 customer service centers with a total 80 employees in 4 countries (DE/AT, PL, ES, IT)
- Managing external IT partners for back office and customer service software for DE, IT and PL
- Responsible for customer service process landscape incl. quality assurance initiatives:
- Capacity planning and workflow for inhouse customer service center
- customer data, contract and complaint management incl. payment and dunning
- IT migration in case of M&A activities to consolidate customer data

Projektmanagement (IT)

4/2011 – 9/2013

07/2013 – 09/2013 Deputy Head Credit & Securities Management / Real Estate & Centralized Tasks
- Technical Team Manager of 20 employees, Proxy of department head
- Contract review and power to sign credit facilities up to 100MEUR
03/2013 – 09/2013 Project Manager Lean Banking
- Implementing KPIs to measure success
- Analysis and Improvement of standard credit process landscape
04/2011 –02/2013 Sr. Credit & Security Manager / Corporate Clients

Projektmanagement