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Nov '96-Jul '97
Viag Interkom (O2)
Munich, Germany
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.
Worked for customer service department of the mobile operations unit was awarded the 1997 German quality award for customer service.
Implemented customer service applications that handled both fixed line and mobile GSM customer requests
Key Results:
Evaluated and identified the billing system provider and systems integration partner for consolidated billing operations and selected the Kenan Arbor BP platform for implementation.
Aug '95-Nov '95
Lufthansa Miles & More
Guetersloh, Germany
Reviewed customer care systems, organization and processes and developed a plan to provide consolidated customer care desktop with integration points to many external systems. Reengineered business processes to adjust to new applications using modeling techniques that demonstrated the dynamics of each process.
Reduced number of login points for customer service agents from five to one, improving efficiency and customer satisfaction.
Implemented customer care consolidated application that took advantage of graphical user interface and wrapper technology.
Key Results:
