Jan '04-Present
Eurotel Praha
Prague, Czech Republic
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.
Jun '04-Present
Loyalty Partner GmbH
Munich, Germany
Responsible for gathering the customer’s business and technology requirements, then developing an RFI that was distributed to over 15 companies that had business rules engines, CRM capabilities, rating and billing systems.
Evaluated and scored the responses to the RFI from both the functional and system architecture points of view. Working with the customer, identified the best and final companies. Developed a proof of concept project, and visited each of the potential suppliers to evaluate their solutions to the proof of concept.
Key Results:
Identified the companies that Loyalty Partners would establish joint venture partnerships in order to not only integrate the commercial solutions for internal usage, but also for future out sourcing opportunities where Loyalty Partners could sell the applications cluster as a loyalty programs systems solution.
Provided requirements to the suppliers to enable them to customize their systems which were more telecommunications centric, into a platform that met the requirements for complex business rules, clearing (rating) and promotions (billing) related to the loyalty program market.
The acquisition of the joint venture with commercial vendors enabled Loyalty Partners to be awarded an € 8 million project.
