Jan '04-Present
Eurotel Praha
Prague, Czech Republic
SYSTEMS & BUSINESS ANALYST-BILLING AND CUSTOMER CARE
Responsible for the analysis of systems, processes, organization used by the customer care and billing departments, and to determine where efficiencies could be gained with level head count restrictions.
Performed benchmark analysis on customer service operations, modeled and reengineered business processes, reorganized three call center operations, created consolidated customer front end concept and identified billing system improvements.
Key Results:
Identified efficiency improvements of more than 21% that can be utilized for improving service levels, cross-selling and up-selling and for making outbound calls for marketing campaigns.
Reengineered top business processes to provide efficiency gains of 35% on average.
Identified improvments to the billiing processes and system to simplify tariffs, improve billing runs and offer better interface to billing data base from customer care front end.
Aug '02-Jun '03
MobilCom GmbH
Buedelsdorf, Germany
CONSULTING CTO-3G/UMTS BUSINESS SUPPORT SYSTEM IMPLMENTATION
Responsible for managing the team that identified the requirements for 3G functionality and for the development and implementation teams to deliver the enhanced system to MobilCom. In addition, worked hands on to identify changes in business processes and new services provisioning. Managed adjunct development offices in the U.S. and Germany.
Managed the re-architecture of the system which allowed MobilCom’s IT organization to save $5 million yearly, enabled the integration of subsidiary IT organizations into a centralized structure; saving an additional $3 million per year and provided an IT platform that was flexible enough to support cross bundled services
Implemented multi-media functionality into the Libertis billing system, performed a re-architecture of Libertis into a 3-tier system based on the Tomcat application server and J2EE technology.
Web enabled the customer care application of Libertis and developed an interface into Lucent IVR technology for the customer care center.
Key Results:
Developed web enabled bill presentment application.
Developed graphic user interface for tariff design and implementation so that 95% of tariffs could be introduced without the need for programming.
