Project Manager & Business Analyst | Digital Service Operations | CRM | 3x Salesforce certified nicht verfügbar bis 31.12.2020

Project Manager & Business Analyst | Digital Service Operations | CRM | 3x Salesforce certified

nicht verfügbar bis 31.12.2020
Profilbild von Anonymes Profil, Project Manager & Business Analyst | Digital Service Operations | CRM  | 3x Salesforce certified
  • 10437 Berlin Freelancer in
  • Abschluss: Engineer (ICT / Information & Communication Technology)
  • Stunden-/Tagessatz: nicht angegeben
  • Sprachkenntnisse: deutsch (verhandlungssicher) | englisch (verhandlungssicher) | französisch (Muttersprache)
  • Letztes Update: 21.09.2020
SCHLAGWORTE
PROFILBILD
Profilbild von Anonymes Profil, Project Manager & Business Analyst | Digital Service Operations | CRM  | 3x Salesforce certified
DATEIANLAGEN
Profile (EN)

Diese Anzeige ist nur für angemeldete Nutzer möglich.

Profil (DE)

Diese Anzeige ist nur für angemeldete Nutzer möglich.

SKILLS
  • MSc Information & Communication Technology (Telecom SudParis / Institut Polytechnique de Paris)
  • 3x Salesforce certified: Administrator, App Builder, Service Cloud Consultant
  • Scrum Master (Scrum Alliance)
  • Professional Certificate “Data Science: Data to Insights” (MIT)
 
  • Data Analyses: Tableau, Access and PostgreSQL, project work: Jira, YouTrack, Jira, Office 365
  • WordPress/HTML/CSS (basics), SAP IS-U, Powercloud (basics for data analyses)
  • Salesforce programming (basics: APEX, REST API, Visualforce)
PROJEKTHISTORIE
  • 11/2018 - bis jetzt

    • NGO founded in 2018
    • < 10 Mitarbeiter
    • Sonstiges
  • Business analyst and project manager
    • built all IT capabilities needed for an automated operations model with Salesforce, WordPress, PayPal etc., customized a CRM & donation mgmt. App (including accounting & dashboards)

  • 07/2003 - bis jetzt

    • A leading German ICT Management Consulting Company
    • 500-1000 Mitarbeiter
    • Sonstiges
  • Associated Business analyst
    • analyzed numerous ICT Service Portfolios as part of benchmarking and due diligence projects (Network Wholesale, Network Business Retail, Smart City)

  • 05/2014 - bis jetzt

    • Various SMEs, startups, universities
  • Change analyst and facilitator
    • designed and facilitated numerous tailormade change interventions
      (boards, team workshops, organizational improvements etc.)

  • 11/2019 - 04/2020

    • Customer Service of a Utility serving 700k customers with electricity and gas
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Business analyst
    • redesigned the online customer service including a churn prediction model in order to reduce churn and increase online cross- & upselling

  • 01/2019 - 06/2019

    • Startup operating a blockchain based platform for green energy
    • 10-50 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Business analyst
    • redesigned the B2C onboarding journey in order to improve the online customer experience
    • specified IT capabilities extensions (Frontend/Backend/Powercloud/Output Mgmt.) enabling cobranding sales activities (now running with numerous partners including RTL or N26)

  • 10/2015 - 12/2018

    • Customer Service of a Utility serving 700k customers with electricity and
    • 500-1000 Mitarbeiter
  • Business analyst and agile coach
  • Steered the relaunch of the online self service capabilities and increased activation & adoption KPIs

    • Developed a 3 year roadmap with senior management & stakeholders (targets, organization, budgets)
    • Designed the DevOps organization and steered its development as change catalysator and agile coach
    • Designed numerous online services & process improvements aiming at increasing the activation & adoption KPIs: quadrupling of the portal usage, tenfold increase of the electronic communication etc.
    • Designed & built a continuous service monitoring (datamart, dashboards and deep dives), monitored the UX labs, complaint analyses and customer surveys
    • Managed stakeholders (data privacy & legal, operations, IT, marketing, legal counsel etc.)

  • 06/2017 - 02/2018

    • Customer Service of a Utility serving 700k customers with electricity and gas
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Project manager & Salesforce admin.
    • launched a new live chat service: Salesforce customizing & integration, building of the organizational capabilities, stakeholder management, service monitoring
    • launched a Salesforce public knowledge base (design, tendering & acceptance)

  • 03/2017 - 10/2017

    • B2C Business Unit of a utility
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Business analyst
    • designed & facilitated Customer Journey Mapping workshops aiming at improving the main sales & customer service journeys
    • prioritized and handed over >100 improvement measures to the scrum teams

  • 05/2012 - 04/2014

    • Customer Service of a utility serving 4m customers
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Change manager
    • designed the change interventions for a restructuring program that achieved >40m € yearly savings
    • managed the change team and monitored all interventions for the Mgt. team & the legal councel

  • 01/2011 - 04/2012

    • Customer Service of a Utility serving 4m customers
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Interim B2C Contact Center manager
    • stabilized service operations after IT & quality crisis
    • built a new Customer Experience Management Organization Unit
    • steered the online customer service launch activities

  • 08/2009 - 12/2010

    • Sales Business Unit of a utility serving 4m customers
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Interim Customer Service Partner Manager
    • launched several reengineering projects aiming at improving customer service quality & costs
    • improved the service level agreements & settlement rules and co-designed major governance changes
    • steered the digitalization of an accounting service team (“no paper”)

  • 08/2008 - 04/2009

    • ERP transformation program of a mobile network operator
    • 5000-10.000 Mitarbeiter
    • Telekommunikation
  • Change analyst and facilitator
    • managed the mapping of 3k employees / ERP users to a new operational model
    • clarified all user issues on processual changes with the relevant project teams, prepared & facilitated information events for several stakeholder groups

  • 04/2007 - 09/2007

    • Automotive, DACH IT & Sales Hub
    • 5000-10.000 Mitarbeiter
    • Automobil und Fahrzeugbau
  • Project manager
    • designed & commissioned the IT solution for a new incentive program for car dealers

  • 11/2003 - 03/2006

    • IT transformation program of a utility serving 16m customers
    • 5000-10.000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • CRM & Billing Integration & Acceptance Test manager
    • planned, coordinated and monitored the integration & acceptance tests of the new releases of the new billing/CRM/BI system landscape for the power grid business unit

  • 02/2003 - 06/2003

    • Radio network operator for public safety forces (Austria)
    • 50-250 Mitarbeiter
    • Telekommunikation
  • Digital Radio Network Acceptance Test manager
    • prepared and agreed the test catalogue for the acceptance testing of the network services:
      telephony, messaging and dispatching
    • monitored acceptance tests with suppliers and public safety authorities

  • 03/2001 - 09/2002

    • PMO of a cable network operator serving 4m customers
    • 1000-5000 Mitarbeiter
    • Telekommunikation
  • Project manager
    • planned, coordinated the rollout of new regional fiber network, managed the commissioning

  • 01/2000 - 02/2001

    • New public trunk radio network operator
    • 50-250 Mitarbeiter
    • Telekommunikation
  • Project manager
    • coordinated the interconnection of the new network & IT infrastructure with public telecommunications networks (telephony & internet, inter carrier billing and switching processes)

  • 10/1997 - 12/1999

    • Launch PMO of a new fixed public telecom network operator
    • 250-500 Mitarbeiter
    • Telekommunikation
  • Project manager
    • planned and monitored the launch program for public telephony & internet services for the mass market and SMEs (new build of all technical and organizational capabilities & commercial launch)

  • 10/1996 - 09/1997

    • New fixed public telecom network operator
    • 500-1000 Mitarbeiter
    • Telekommunikation
  • Business analyst
    • delivered business plans for the rollout of Public Network Infrastructures in Germany and France, comparing the economics and regulation frameworks of the different technologies

  • 09/1994 - 09/1996

    • Fixed telecom network operator (incumbent)
    • >10.000 Mitarbeiter
    • Telekommunikation
  • Business analyst
    • analyzed the network regulation schemes of several liberalized countries & derived recommendations for the design of a new network service portfolio for new telecom operators in Germany

KONTAKTANFRAGE VERSENDEN

Nachricht:

Absenderdaten: