Client: Internal (Qiado GmbH)
Methodology / Tools: Process Mining (Celonis), SAP
Role: Project Manager ? App Design & Celonis Marketplace Publication
Duration: 6 months
Objective:
· Develop the first Process Mining app for SAP RE-FX. Secure IP, create business case and lead its publication on the Celonis Marketplace.
Useful Links:
· https://marketplace.celonis.com/store/ui/execution-apps/Contract_Lease_Management_Qiado_GmbH
· https://www.qiado.com/news/celonis-clm-app
· https://www.linkedin.com/pulse/revolutionizing-lease-management-how-qiados-re-fx-celonis-app-transforms-oi8ff/
Client: Telefonica Deutschland Holding (O2)
Methodology / Tools: Process Mining (Celonis), SAP
Role: Project Manager and Value Realization Expert (Celonis Value Architect)
Duration: 5 months
Objective:
· Identify and prioritize improvements across logistics processes before, during and after SAP S/4HANA migration.
Client: Telefonica Tech Cyber Security & Cloud
Methodology / Tools: Celonis, SAP, CRM, Snowflake, Salesforce
Role: Process Mining Lead ? Center of Excellence (CoE)
Objective:
· Introduce Process Mining for continuous improvement in B2B. Lead change and training to drive value realization.
Client: Vodafone
Methodology / Tools: BPM, Aris, Visio
Role: Process Intelligence Centre Member
Objective:
· Classify inefficiencies by CX impact and generate actionable process optimization insights.
Client: Telefonica Global Technology (TGT)
Methodology / Tools: Celonis, Salesforce, CRM
Role: Analyst & Value Assessment Expert ? CoE
Objective:
· Apply Process & Task Mining to assess impact of new CRM and commercial offerings.
Key Outcomes:
· ?2.15M in annual cost savings from eliminating inefficiencies
· ?1.2M realized at project end
Client: Telefonica Spain
Methodology / Tools: Celonis, Salesforce, Medallia
Objective:
· Monitor CX, UX and agent tool usage to improve complaint management efficiency.
Key Outcomes:
· AHT reduced by 3 minutes (36%) ? ?540?648K potential
· Complaint resolution 1.5 days faster
· Complaint recurrence reduced by 9.1%
· Customer refund reduction: ?222K??1.5M potential
· 773K? investment ROI: 2.9 minutes for 40% of calls
Objective:
Map end-to-end journeys and align omnichannel strategy across 5 brandsClient: MásMóvil?Orange
Methodology / Tools: CRM, IVR, Medallia
Role: Senior Consultant ? CX & Operations
Duration: 3 years
Objective:
· Redesign processes, automate contact center KPIs and lead agent enablement programs.
Objective:
· Improve perceived network quality through data-driven insights and continuous KPI monitoring. Design and implement concrete measures to enhance the user experience within the telecommunications network.
· Management of key CX metrics (e.g., NPS, FCR, CCF) to assess perceived service quality and trigger measurable improvements along the customer journey
Objective:
· Lead cultural transformation toward CX, build team of 65+ and embed digital operations into service.
Key Outcomes:
· 30% YoY revenue growth
· NPS +15 improvement
· 75% complaint reduction, saving over ?108K
· ?600K saved through negotiation with consumer associations
Client: Internal (Qiado GmbH)
Methodology / Tools: Process Mining (Celonis), SAP
Role: Project Manager ? App Design & Celonis Marketplace Publication
Duration: 6 months
Objective:
· Develop the first Process Mining app for SAP RE-FX. Secure IP, create business case and lead its publication on the Celonis Marketplace.
Useful Links:
· https://marketplace.celonis.com/store/ui/execution-apps/Contract_Lease_Management_Qiado_GmbH
· https://www.qiado.com/news/celonis-clm-app
· https://www.linkedin.com/pulse/revolutionizing-lease-management-how-qiados-re-fx-celonis-app-transforms-oi8ff/
Client: Telefonica Deutschland Holding (O2)
Methodology / Tools: Process Mining (Celonis), SAP
Role: Project Manager and Value Realization Expert (Celonis Value Architect)
Duration: 5 months
Objective:
· Identify and prioritize improvements across logistics processes before, during and after SAP S/4HANA migration.
Client: Telefonica Tech Cyber Security & Cloud
Methodology / Tools: Celonis, SAP, CRM, Snowflake, Salesforce
Role: Process Mining Lead ? Center of Excellence (CoE)
Objective:
· Introduce Process Mining for continuous improvement in B2B. Lead change and training to drive value realization.
Client: Vodafone
Methodology / Tools: BPM, Aris, Visio
Role: Process Intelligence Centre Member
Objective:
· Classify inefficiencies by CX impact and generate actionable process optimization insights.
Client: Telefonica Global Technology (TGT)
Methodology / Tools: Celonis, Salesforce, CRM
Role: Analyst & Value Assessment Expert ? CoE
Objective:
· Apply Process & Task Mining to assess impact of new CRM and commercial offerings.
Key Outcomes:
· ?2.15M in annual cost savings from eliminating inefficiencies
· ?1.2M realized at project end
Client: Telefonica Spain
Methodology / Tools: Celonis, Salesforce, Medallia
Objective:
· Monitor CX, UX and agent tool usage to improve complaint management efficiency.
Key Outcomes:
· AHT reduced by 3 minutes (36%) ? ?540?648K potential
· Complaint resolution 1.5 days faster
· Complaint recurrence reduced by 9.1%
· Customer refund reduction: ?222K??1.5M potential
· 773K? investment ROI: 2.9 minutes for 40% of calls
Objective:
Map end-to-end journeys and align omnichannel strategy across 5 brandsClient: MásMóvil?Orange
Methodology / Tools: CRM, IVR, Medallia
Role: Senior Consultant ? CX & Operations
Duration: 3 years
Objective:
· Redesign processes, automate contact center KPIs and lead agent enablement programs.
Objective:
· Improve perceived network quality through data-driven insights and continuous KPI monitoring. Design and implement concrete measures to enhance the user experience within the telecommunications network.
· Management of key CX metrics (e.g., NPS, FCR, CCF) to assess perceived service quality and trigger measurable improvements along the customer journey
Objective:
· Lead cultural transformation toward CX, build team of 65+ and embed digital operations into service.
Key Outcomes:
· 30% YoY revenue growth
· NPS +15 improvement
· 75% complaint reduction, saving over ?108K
· ?600K saved through negotiation with consumer associations