Created, with the internal team, a Blueprint and Execution Plan for the future Digital footprint including the Contact Centre as well the Backoffice department.
On request of the Private Equity companies Bain and Hellman & Friedman taking over the position as Chief Operation Officer with daily management of the Operational Organization and Supply Chain. Successfully implemented a new Target Operating Model with optimized Span of Control, number of Management Layers as well merged the Operational Organizations from Nets (Nordics) and Concardis (DACH) into one. To implement a better and more flexible Customer Service department, including an improved cost structure, run a full BPO plan resulting in contracting an external EMEA wide near-shore Contact Centre Partner
Role: Interim Director Operations
Customer: CCC Holding GmbH (now Telus International)
Place of Work: Germany
Tasks:
Daily management of the Contact Centre locations that supported the account Samsung Electronics. Successfully improved the Customer Experience by dedicated actions enabling 1st and 2nd level support agents to deliver better solutions to the End Customer. Account negotiations, RFP/RFQ, to achieve a positive margin result for CCC as well improved financial conditions for the agents and team leads
Role: Interim Vice President Operations
Customer: Arvato Bertelsmann GmbH (now Teleperformance)
Place of Work: Germany
Tasks:
Daily management of the Contact Centre locations that supported the Telecommunication customers. Successfully reorganized and prepared the 22 call centre locations for new customers after the lost of a major contract. Negotiations with the 22 local workers counsels as well the German central counsel on minimum wage, secondary conditions and organizational changes and resource reductions.Role: Interim Director Business Transformation Office
Customer: SNT Deutschland AG (now Regiocom)
Place of Work: Germany
Tasks:
Successfully managed the Business Transformation Office after KPN Netherlands sold SNT Deutschland AG to the Private Equity company Livia. Working together with the new appointed CEO to redesign the organization and Target Operating Model. Implemented new Reporting Suite, Quality team and Processes. Drive Operational Productivity Improvement and Low Performer Management.Role: Interim Turnaround Manager
Customer: Company name under non-disclosure
Place of Work: Germany
Tasks:
Role: Interim Chief Operation Officer
Customer: Teleperformance
Place of Work: Worldwide, based in London United Kingdom
Tasks:
Successfully implemented a 1.000M£ TPV project within a 4 months? timeframe and in budget. Recruiting, in London United Kingdom, a 20 FTE programme team within two weeks after start and contracted multiple supporting companies to enable in time delivery of Sites, Fit Out, IT and Telecom as well staffing and training for these locations. Exit management negotiations with the incumbent supplier including transfer over of resources based on TUPE and ARD regulations. BiWeekly status presentations to the United Kingdom Home Office Executive Team as well regionally in the 81 involved countries. After implementation managed the daily operations, new customer requirements and demands till handover to the new management.
Role: Interim VP Global Services & Customer Care Organization
Customer: Brüel & Kjær Sound & Vibration Measurement A/S
Place of Work: Worldwide - Based in Nærum Denmark
Tasks:
Daily Management of the Global, Europe ? USA ? APAC, Service and Customer Care organization. In this mandate period successfully transformed a local managed Service and Care organization into a global managed Service and Care organization. Implemented new CRM and Reporting platform as well a Global Project Management Office. Centralizing the Repair and Calibration facilities ensuring Standards and standard processes with improved cost structure.
The Freelancer is a trilingual (Dutch, English and German) hands on Operational Game Changer with extensive global experience and a proven ability to create and execute on operational strategies and vision supporting companies revenue, margin and market share growth. Improving Customer as well Employee Satisfaction by building and mentoring winning and effective teams without loosing sight on cost development. Professional background in; Operation- and Turnaround Management, Sales- and Service Management, (Direct and Online) Shared Service Operations, Call Centres, Supply Chain Management, Production Management, Quality Management, Channel- & Partner Management, as well Change and Reorganization Management. Experienced in; Payment Services, IT Hardware & Software, Call and Service Centres, Telecommunications, Medical, Consumer Electronics, Business Process Outsourcing as well Professional & Managed Services. Maintaining a strong EMEA and EEC network in above markets.
Early career stages:
Olymp Consult AG
Siemens Enterprise Communications GmbH & Co KG (now Unify)
Lenovo (Deutschland) GmbH
Dell GmbH
Created, with the internal team, a Blueprint and Execution Plan for the future Digital footprint including the Contact Centre as well the Backoffice department.
On request of the Private Equity companies Bain and Hellman & Friedman taking over the position as Chief Operation Officer with daily management of the Operational Organization and Supply Chain. Successfully implemented a new Target Operating Model with optimized Span of Control, number of Management Layers as well merged the Operational Organizations from Nets (Nordics) and Concardis (DACH) into one. To implement a better and more flexible Customer Service department, including an improved cost structure, run a full BPO plan resulting in contracting an external EMEA wide near-shore Contact Centre Partner
Role: Interim Director Operations
Customer: CCC Holding GmbH (now Telus International)
Place of Work: Germany
Tasks:
Daily management of the Contact Centre locations that supported the account Samsung Electronics. Successfully improved the Customer Experience by dedicated actions enabling 1st and 2nd level support agents to deliver better solutions to the End Customer. Account negotiations, RFP/RFQ, to achieve a positive margin result for CCC as well improved financial conditions for the agents and team leads
Role: Interim Vice President Operations
Customer: Arvato Bertelsmann GmbH (now Teleperformance)
Place of Work: Germany
Tasks:
Daily management of the Contact Centre locations that supported the Telecommunication customers. Successfully reorganized and prepared the 22 call centre locations for new customers after the lost of a major contract. Negotiations with the 22 local workers counsels as well the German central counsel on minimum wage, secondary conditions and organizational changes and resource reductions.Role: Interim Director Business Transformation Office
Customer: SNT Deutschland AG (now Regiocom)
Place of Work: Germany
Tasks:
Successfully managed the Business Transformation Office after KPN Netherlands sold SNT Deutschland AG to the Private Equity company Livia. Working together with the new appointed CEO to redesign the organization and Target Operating Model. Implemented new Reporting Suite, Quality team and Processes. Drive Operational Productivity Improvement and Low Performer Management.Role: Interim Turnaround Manager
Customer: Company name under non-disclosure
Place of Work: Germany
Tasks:
Role: Interim Chief Operation Officer
Customer: Teleperformance
Place of Work: Worldwide, based in London United Kingdom
Tasks:
Successfully implemented a 1.000M£ TPV project within a 4 months? timeframe and in budget. Recruiting, in London United Kingdom, a 20 FTE programme team within two weeks after start and contracted multiple supporting companies to enable in time delivery of Sites, Fit Out, IT and Telecom as well staffing and training for these locations. Exit management negotiations with the incumbent supplier including transfer over of resources based on TUPE and ARD regulations. BiWeekly status presentations to the United Kingdom Home Office Executive Team as well regionally in the 81 involved countries. After implementation managed the daily operations, new customer requirements and demands till handover to the new management.
Role: Interim VP Global Services & Customer Care Organization
Customer: Brüel & Kjær Sound & Vibration Measurement A/S
Place of Work: Worldwide - Based in Nærum Denmark
Tasks:
Daily Management of the Global, Europe ? USA ? APAC, Service and Customer Care organization. In this mandate period successfully transformed a local managed Service and Care organization into a global managed Service and Care organization. Implemented new CRM and Reporting platform as well a Global Project Management Office. Centralizing the Repair and Calibration facilities ensuring Standards and standard processes with improved cost structure.
The Freelancer is a trilingual (Dutch, English and German) hands on Operational Game Changer with extensive global experience and a proven ability to create and execute on operational strategies and vision supporting companies revenue, margin and market share growth. Improving Customer as well Employee Satisfaction by building and mentoring winning and effective teams without loosing sight on cost development. Professional background in; Operation- and Turnaround Management, Sales- and Service Management, (Direct and Online) Shared Service Operations, Call Centres, Supply Chain Management, Production Management, Quality Management, Channel- & Partner Management, as well Change and Reorganization Management. Experienced in; Payment Services, IT Hardware & Software, Call and Service Centres, Telecommunications, Medical, Consumer Electronics, Business Process Outsourcing as well Professional & Managed Services. Maintaining a strong EMEA and EEC network in above markets.
Early career stages:
Olymp Consult AG
Siemens Enterprise Communications GmbH & Co KG (now Unify)
Lenovo (Deutschland) GmbH
Dell GmbH