Düsseldorf, North Rhine-Westphalia, Germany
Bringing over 20 years of experience in leadership positions in Operations and IT with a focus on customer experience, driving efficiency and developing organisations. Fast in analysis, strong in execution, enjoys working in teams and connects easily at all levels. Loves innovation & IT, is creative and extreme solution oriented. Skills: • Leading large-scale Operations and Customer Service organisations. • Leading IT Organisations, IT Development and Innovation. • Turn-arounds in Operational Performance, lowering cost to serve. • Outsourcing contracting and management. • Customer Experience and NPS. • Operational Excellence, Lean Six Sigma, Master Black Belt, BPM. • Sales in Service. • Program and Portfolio Management. • Strategy development and execution. • Agentic AI, AI, CRM, Contact Center Platforms. • Start-Up, Scale-Up and innovation.
Commerz Direktservice is the service subsidiary of the Commerzbank handling all first level customer contact with internal teams and external partners, facilitates the dialogplatform and develops AI. CDS acts as internal contracter for Fraud and Complaint Management
Respsonsible for Customer Service, Operations and IT for E.ON Drive accross Europe, optimising Cost to Serve, Customer Experience/NPS. Developped eMobility IT Landscape (Agile / DevOps)
Liberty Networks Germany is the glassfibe JV from Liberty Global (which sold Unitymedia to Vodafone in 2019) and Infravia. Responsible for setting-up Customer Operations including all (CRM) Processes with Customer Experience and Digital First as design principle.
Responsible for customer service for B2C, B2B and Wholesale
Responsible for setting up Service, Operations and Support in the fast growing E-Mobility Unit of EnBW