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Feb '00-Jun '00
MobilCom GmbH
Buedelsdorf, Germany
MobilCom needed to upgrade their billing and customer care systems to include capabilities for network operator based services, dealer management, inventory management, billing enhancements for 3G, on-line bill presentment, customer care and CRM enhancements, IVR integration and web enabled customer care features.
Responsible for managing the Libertis billing enhancements project that included defining business unit requirements, managing change, managing customer relationships, coordinator with third party relationships (systems integrators and vendors), enhancing billing processes, managing business unit training, system implementation and roll-out.
Implemented web based applications for customer care and on-line bill presentment which enhanced the abilities of the customer service department to more proactively service their customers.
Enabled a sales channel for customer service representatives to actively up-sell and cross-sell services
Key Results:
Project resulted in the MobilCom customer service being awarded second place for the Germany quality service award in 2001.
May '99-Jan '00
Cellway Communications
Munich, Germany
Responsible for managing the project activities that included the initial discovery, gap analysis, definition of requirements, managing interdependencies, software quality assurance and system implementation. Also responsible for defining and offering workshops to deploy new and more efficient business processes based on the new systems capabilities. Worked closely with the Cellway customer care to train and deploy a new customer care system with new processes and technology.
The customer service department of Cellway was awarded first place for the German quality assurance award of 2001.
Successfully met the year 2000 implementation and go live date of January 2000 with the system, and had no year 2000 related problems.
Key Results:
Allowed the customer’s IT organization to save $4 million yearly, saving an additional $3 million per year and provided an IT platform that was flexible enough to support cross bundled services
