Cologne Bonn Region
As an accomplished telecommunications professional and seasoned executive, I am driven by results and motivated to deliver excellence. With a proven track record of success, I have spearheaded major business and system transformations throughout my career. As a technology leader, I have built global processes, designed technology operations, led process design teams, and facilitated business transformation and development initiatives. I am dedicated to driving value through the application of cutting-edge data analytics to demonstrate the success of my endeavors. Drawing upon over two decades of experience, I excel at creating and leading highly motivated, innovative, and cross-cultural teams through strategic leadership and exceptional problem-solving skills.
Responsible for implementing the global process & OSS/BSS system transformations portfolio related to the Service Delivery and Engineering function (~20M€ p.a.) • Leading a Team of ~40 Project- and Programme Managers, Business / Process Analysts,. Product Owners and Scrum Masters • Driving innovation by implementing novel tooling, e.g. Celonis Process Mining, MS Azure Devops agile lifecycle support, Qliksense reporting platform • Successfully premiered agile methodology for a complex OSS Delivery in Colt
Supported the SD VP developing the SD function. • Running the central support Team • Kicking of and overseeing strategic & tactical improvement initiatives • Running central financial & operational analytics and KPI Governance • Implemented NPS CX Measure and Revenue Implementation Governance • Improved NPS from -14% to >40% through focused business & system initiatives
Created, coached & lead a time of 22 process experts in the SD business function. Re-engineered all processes and implemented them in a global workflow system. • Designed a common Colt process for Service Delivery and the corresponding workflows • Supported implementation of these workflows in SD and the corresponding business change in all Colt SD Units. • Consolidated 43 legacy offnet circuit inventories into new common inventory, delivering 8% annual saving of supplier cost
Built and operated a key-account technically focused Service Centre from scratch. 120+ Staff. • Implemented & operated central service centre for large Customers - “One-Stop-Shop”– 60% first call fix rate • Designed & implemented the Technical BackOffice for residential Cust. - 95% first call fix rate • Analysed Key-Account Customer Complaints about fault handling and • Redesigned Arcor Service Assurance Processes to improve on the large key accounts • Delivering all customer-facing internal and external reporting