Zurich, Switzerland
QUALIFICATIONS Self-motivation, client focus, engagement, strong intercultural skills, experience in leading of international teams and projects. Focus areas: Coaching, Mentoring, Talent Development, Consulting, Training / Customer Experience / Business Process Outsourcing (BPO) Shared Service Center (SSC) / Information Technology The most important responsibility as a leader to inspire and motivate your people
Responsible for directing EMEA Customer Experience activities to provide world-class service and satisfaction to customers by: - Ensuring that customer service processes operate effectively and constantly optimize them by implementing better / best practices - Driving value added programs as well as new technologies for higher efficiency such as web-based order entry, e-self technical services - Ensuring optimum coordination and communication between sales, customer service, marketing and manufacturing 7 direct reports and a team of 250 CSRs, and the responsibility for 18 million USD annual budget SELECTED ACCOMPLISHMENTS • Responsible for the global implementation of the Interactive Intelligence Contact Center Solution for 50 Customer Service locations worldwide • Integrated customer service organizations following four acquisitions: in integration of Stellram Customer Service (US$30MM revenues) replaced ERP/warehouse systems and leveraged synergies – streamlining headcount, standardizing processes and securing offshore labor – to generate US$485K in savings. • Improved employee engagement from 42% to 63%; customer service team was awarded Kennametal Value Business System Award in 2014 and 2015
6 direct reports and a team of 160 CSRs, and the responsibility for 13 million USD annual budget SELECTED ACCOMPLISHMENTS • Instituted greater collaboration between managers and teams across nine locations – established program facilitating exchange of “best practices” among CSRs and reduced attrition rate at Polish BPO from 27% to 10% through clear career development program, hiring process, rigorous training and greater work autonomy. • Made business case for, and executed, transfer of BPO Customer Shared Services Team in W. Europe and US) from India to Poland – generated US$158K (20% of annual BPO budget) in savings, reducing orders error rate by 80% and improving performance (reducing escalation rates from 50% to single digits). • Established BPO Center in Poznan, Poland (starting with site selection, hiring and train of agents, through building career development program, benefit and total reward system including motivation bonus scheme but also building robust recruiting process and training program) offering back/middle-office services to Germany, France, Italy and Great Britain – reduced costs by US$388K annually through transfer of headcount and process standardization. The BPO location grew from 5 to 90 employees within 4 years
Responsible for IT Infrastructure with 5 direct reports, 20 employees and 4.5 mln USD budget SELECTED ACCOMPLISHMENTS • Led integration of Widia Europe Systems Business in five months: standardized entire IT infrastructure – 300 users, servers, PCs, entire network infrastructure – reducing support/maintenance costs and improving system availability and user satisfaction. Kennametal IT received CIO Magazine Award for this project. • Managed implementation of scalable DELL/EMC SAN solution to meet anticipated rise in data and future growth. • Directed US$2.5MM integration of Widia India and Japan IT Infrastructure: replaced IT infrastructure, implemented backup/disaster recovery solution and upgraded WAN connections.