2011 ? 10/2019: Distribution via E Commerce CH/EU/RU

Rolle: Partner

Kunde: Swiss Natural Care GmbH

Aufgaben:

• Production of Swiss Cosmetics | ISO 9001 | ISO 22716:2007 GMP
• QMS | CAPA | Insourcing / Outsourcing
• Distribution via E Commerce CH/EU/RU

Eingesetzte Technologien:

QMS, ISO, GMP

2011 ? 2013: Improve IT Service Management according to ITIL V3.0

Rolle: Consultant

Kunde: Zurich Insurance Group

Aufgaben:

• Improve IT Service Management according to ITIL V3.0
• Develop customer survey and implement action plans
• Develop/execute IT Operational Electronic Workplace Supplier Audit for Incident

Eingesetzte Technologien:

Mgmt, Event Mgmt, Problem Mgmt, Access Mgmt, Service Req. Mgmt, Customer Satisfaction Mgmt, ITSM, ITIL V3.0, Supplier Audit

2009 ? 2011: Various Projects

Rolle: Business Unit Manager IT User Services

Kunde: Swiss Life Insurance

Aufgaben:

User Services IT

• Improve Best Practice (ITIL/Cobit/Lean Six Sigma) development of Electronic Workplace (4?000 User) and IT Service Management
• IT Service Desk | Field Service | Service Request Desk & IAM/User Provisioning | Electronic Workplace Client Engineering/ Packaging/ Deployment

User Services Logistics

• Print Center | Reception/Switchboard | Post & Courier Services | Material Management | Staff Canteen | Cleaning | Indoor Greening

Physical Security

• Expansion and further development of security model and protection objectives to ensure set targets for people and objects safety can be met

Eingesetzte Technologien:

IAM, ITSM, ITIL V3.0, Lean Six Sigma, Cobit

2007 ? 2009: Reorganization and optimization of a sustainable IT Service Desk

Rolle: Interim Manager / Project Manager

Kunde: Swiss Life Insurance

Aufgaben:

• Reorganization and optimization of a sustainable IT Service Desk (ITSM/ITIL V2/V3)
• Subproject Manager for Lean Six Sigma Project in Service Request Management for Install, Move, Add und Change (IMAC) & HR Processes
• Develop User Provisioning / Identity & Access Mgmt (IAM) authorization profiles

Eingesetzte Technologien:

ITSM, IMAC, IAM

2007 ? 2007: Design and set up of a Service Center for B2B and B2C Customers

Rolle: Consultant

Kunde: Swissgrid 

Aufgaben:

• Design and set up of a Service Center for B2B and B2C Customers including RFQ & Implementation of Service Center Tools like Salesforce CRM system etc.

Eingesetzte Technologien:

Center set-up, RFQ, Tools

2005 ? 2006: Operational Management for IT, S&BD and ?One Workplace Group?

Rolle: CCO & Program Manager

Kunde: Swisscom Solutions

Aufgaben:

• Program Manager for new Business Modell ?Swisscom Solutions Unit? (Business Transformation Project)
• Operational Management for IT, S&BD and ?One Workplace Group?

Eingesetzte Technologien:

OCM, Transformation

2000 ? 2005: Set up Sales Channel for Residential Market (B2C)

Rolle: Executive Director Customer Care

Kunde: Sunrise Communications AG

Aufgaben:

• Post-Merger Integration (BPI) of different Service Organizations for B2B/B2C customers
• Set up Sales Channel for Residential Market (B2C)
• Sales and After Sales Service for Mobile, Wireline, Internet and Data Products
• Organization Transformation (from Contact Center to Value Center)
• BPO for certain areas in Sales/Support

Eingesetzte Technologien:

Leadership, OCM, BPI, BPO

2000 ? 2000: Global Project Management CRM System

Rolle: Global Customer Care Manager (Europe)

Kunde: UBS Group AG

Aufgaben:

• Global Project Management CRM System
• Rollout Funds@UBS
• Insourcing Customer Service Center Germany
• Set-up Fullfilment Center Germany

Eingesetzte Technologien:

CRM, Rollout, BPI, Fulfillment

1999 ? 1999: Global IT Support Strategy for 17 Private Banking locations

Rolle: IT Global Support Manager

Kunde: UBS Group AG

Aufgaben:

• Global IT Support Strategy for 17 Private Banking locations
• BPI Business Process Insourcing & Functional Management for Global IT Service
• Desks (Private Banking locations in Europe, Asia and America, 9?000 users)
• Setup of Central IT Service Desk Switzerland

Eingesetzte Technologien:
Strategy, BPI, Set-up Center

1998 ? 1999: Operational Management of Customer Care

Rolle: Manager Customer Care

Kunde: Swiss Online AG (UPC Schweiz GmbH)

Aufgaben:

• Operational Management of Customer Care (1st and 2nd Level Support for Sales, Billing and Support)

Eingesetzte Technologien:

Operational Management, Sales, Billing, Support

1997 ? 1998: BPI and Operational Management of the B2B Help Desk for Voice and Data

Rolle: Customer Care Help Desk Manager

Kunde: Sunrise Communications AG

Aufgaben:

• BPI and Operational Management of the B2B Help Desk for Voice and Data
• Recruiter/Trainer for the B2C Call Center

Eingesetzte Technologien:

Operational Management, BPI, Recruiter, Trainer

1986 ? 1997: Various Projects

Rolle: Customer Support Manager, Sen. Computer System Controller

Kunde: Thomson Reuters

Aufgaben:

1991 - 1997: Customer Support Manager

• Operational Management of Customer Service
• Member of the strategic work group "Reuters Customer Service Europe?

1986 - 1991: Sen. Computer System Controller

• Control, file maintenance and database management of the Reuters systems installed on DEC-PDP 11 and Microvax systems in the data centre Geneva
• Control of PTT leased lines / customer installations (CH German speaking part)
• SPOC for Swiss Stock Exchange, responsible for modifications on securities

Eingesetzte Technologien:

Operational Management