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Nov '96-Jul '97
Viag Interkom (O2)
Munich, Germany
Responsible for ensuring that the business requirements were identified and managed to ensure that fixed line telecommunications company would be able to introduce GSM services in the privatized German telecommunications market.
Worked for customer service department of the mobile operations unit was awarded the 1997 German quality award for customer service.
Coaching to program and project managers on integrated systems goals and solutions in large information management environment.
Key Results:
BUSINESS ANALYST
Assisted in the design of the IT organization that grew from 15 people to over 150 and supported combined fixed line, GSM mobile and internet services.
Evaluated and identified the billing system provider and systems integration partner for consolidated billing operations and selected the Kenan Arbor BP platform for implementation.
Demonstrated expertise in business process design/improvement, systems architecture, planning and change management. Defined an integrated client-server application and systems architecture, defined the customer relationship management strategy, call center concepts, dealer strategy, defined guidelines for evaluating commercial software packages, processes for integrating commercial systems into the architecture and the software development processes.
Nov '95-Oct '96
T-Mobile
Bonn, Germany
T-Mobile wanted to implement a risk management server and enhancements to their customer care centers applications to be able to handle the expected rush of private subscribers to adopt new services in the coming years. They had identified major credit risk problems and were losing several hundred thousand Deutsche Marks per month on bad credit checks during the order provisioning process. In addition, the customer service center agents had various systems that had to be operational on their desktop in order to handle the main requests coming from subscribers.
As the vendor’s business analyst, responsible for identifying the customer’s requirements and for implementing technical solutions. Coordinated activities between the development center in the United States and the implementation team located at the customer site.
The implementation of the risk server had a return on investment of less than two months.
Built interfaces between the DPPS billing system and an application wrapper for the customer service agents so that it was necessary to only have one active application on their desktop.
Key Results:
BUSINESS ANALYST
