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

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

verfügbar
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: 27.02.2020
SCHLAGWORTE
PROFILBILD
Profilbild von Anonymes Profil, Project Manager & Business Analyst | Digital Service Operations | CRM  | 3x Salesforce certified
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SKILLS
Information Technologies
ICT Engineer (1994, French engineering School “Télécom SudParis”)
Salesforce (3x certified: Admin, App Builder, Service Cloud), APEX (basics), WordPress/HTML (basics), SAP IS-U & Powercloud (basics)

Data Analysis
Tableau, Access, PostgreSQL, Google Analytics

IT Service Management
certified Scrum Master (Scrum Alliance), ITIL / ISO 20000 (certification not maintained), project management (GPM/IPMA training), JIRA, YouTrack, COPC

Change Management
systemic organizational consulting (3-years training with Prof. Fritz B. Simon), innovation & action learning (training with Otto Scharmer), TTT
PROJEKTHISTORIE
  • 11/2018 - 01/2020

    • NGO founded in 2018
    • < 10 Mitarbeiter
    • Sonstiges
  • Business analyst and project manager
  • built all IT capabilities needed for the CRM & accounting operations with Salesforce and WordPress, including a Salesforce App and the fulfilment of all legal requirements

  • 10/2015 - 01/2020

    • Digital unit of a utility serving 700k customers
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Business analyst and project manager
  • managed all main business analyses and some of the digital(ization) projects

    • relaunched the B2C self-service portals as business analyst, migration & customer engagement manager (quadrupling the service channel share)
    • launched a live chat service with Salesforce, also as Salesforce administrator
    • relaunched a B2C public knowledge base with Salesforce
    • designed or reengineered numerous CRM & service capabilities, e.g. prediction-based churn prevention, electronic outbound communication (tenfold increase)

  • 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 CRM process in order to improve the customer experience and enable cobranding (Frontend/Backend/Powercloud)


  • 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 in order to improve several sales & service journeys, handed over >100 outcomes for implementation

  • 05/2014 - 09/2015

    • Various SMEs, startups, universities
  • Change analyst and facilitator
  • Design and facilitation of tailormade change interventions for all kind of organizational and team development issues & targets, facilitation of workshops

  • 05/2012 - 04/2014

    • Customer Service of a utility serving 4m customers
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • PMO Change lead
  • PMO Change lead for the restructuring of a customer service organization (new communication platform / organization / workforce & performance processes etc.)


  • 08/2009 - 04/2012

    • Sales Department & Customer Service of a utility serving 4m customers
    • 1000-5000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • Interim manager
  • Director B2C Contact Management (5 contact centers + 3 service points)

    Director Customer Service Provider & Cost Management (80m € budget)


  • 08/2008 - 04/2009

    • ERP transformation program of a mobile network operator
    • 5000-10.000 Mitarbeiter
    • Telekommunikation
  • Change analyst and facilitator
  • prepared the mapping of 3k employees to the new IT/process role model as well as the associated information & change initiatives


  • 04/2007 - 09/2007

    • Automotive, DACH IT & Sales Hub
    • 5000-10.000 Mitarbeiter
    • Automobil und Fahrzeugbau
  • Project manager
  • coordinated the IT implementation of a new incentive program for retailers


  • 11/2003 - 03/2006

    • IT transformation program of a utility serving 16m customers
    • 5000-10.000 Mitarbeiter
    • Energie, Wasser und Umwelt
  • IT 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
  • IT Test manager
  • prepared and agreed the test catalogue for the acceptance testing of the telephony and messaging services and of the associated call dispatching system


  • 03/2001 - 09/2002

    • PMO of a cable network operator serving 4m customers
    • 1000-5000 Mitarbeiter
    • Telekommunikation
  • Project manager
  • managed the on-time delivery, testing & launch of a new regional fiber network

  • 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 the German public telephone network (network / billing / provider change services)


  • 10/1997 - 12/1999

    • Launch PMO of a new fixed public telecom network operator
    • 250-500 Mitarbeiter
    • Telekommunikation
  • Project manager
  • planned and maintained the overall planning for all launch preparation projects (network & commercial launch for public telephony and internet services)

  • 10/1996 - 09/1997

    • New fixed public telecom network operator
    • 500-1000 Mitarbeiter
    • Telekommunikation
  • Business analyst
  • built a cost model covering all relevant network technologies & rollout scenarios

  • 09/1994 - 09/1996

    • Fixed telecom network operator (incumbent)
    • >10.000 Mitarbeiter
    • Telekommunikation
  • Business analyst
  • analyzed the liberalization & regulation schemes of several countries and derived recommendations for the German product strategy of a new business unit

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