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Senior Manager Customer Contact Centres with 18 years experience in Airline Customer Service Management. Currently managing a global multi-site Contact Centre network of 900+ budgeted FTE.

Work History

Manager Projects Customer Contact Centres

Qatar Airways
20142015

Senior Manager Customer Contact Centres

Qatar Airways
  • Definition, design and implementation of an enterprise Contact Centre Strategy
  • Manage the performance of the global Qatar Airways Contact Centre network
  • Establish Contact Centres as active distribution channels, contributing to regional and country revenue targets
  • Implementation of contemporary customer communication channels
  • Budget, revenue and cost of sale responsiveness
  • Definition and monitoring of KPIs for performance, revenue, cost and quality
20112014

Manager Contact Centre Operations

Qatar Airways
  • Implementation and management of the technical infrastructure of a global QR Contact Centre network
  • Design and optimization of a seamless multisite 24/7 call distribution strategy
  • Development and introduction of a business continuity and crisis management strategy
  • Network resource planning and budget calculations
  • Leadership and direction to subordinates as per approved organization structure
20102011

Workforce Manager GTS Group

Lufthansa Global Telesales
  • Implementation of centralized Real Time Management (RTM) for GTS Sites Berlin, Brno, Istanbul, Dublin, Cape Town, Melbourne and Peterborough
  • Responsibility for operational performance of Lufthansa key markets
  • Line management responsibility and functional management responsibility for Real-Time-Management teams in Berlin and Peterborough (Canada) for 24/7 Coverage
  • Productivity optimization
  • Redundancy Management and performance recovery
  • Utilization and application of call routing software (Genesys)
    • CCPulse (Real Time Management)
    • Hyperion (Performance Reporting)
    • Configuration Manager (Skilling)
    • Queue-Monitor (Agent Information System)
    • PBR (Percentage Based Routing) Optimization
  • ACD (Automated Call Distribution) System (Avaya)
    • VDN- and Vector-Design
  • Telephony-Provider Management
  • IT-Interface Coordination
  • Interface Management for external and internal Providers and Departments
  • Crisis Management
    • Outages
    • Irregularities
20082010

Real Time Manager

Lufthansa Global Telesales

BERLIN, GERMANY) Real Time Manager Implementation of centralized Real

  • Implementation of a centralized Real Time Steering Management for Lufthansa German Market Services handled in Berlin, Kassel, Istanbul, Cape Town and Melbourne
  • Line management responsibility and functional management responsibility for RTM team in Berlin
  • Implementation and design of new Steering and Performance software
  • Optimization of existing ACD (Automated Call Distribution) systems
20062008

Manager Lufthansa Special Services

Lufthansa Service Center Kassel, Germany
  • Management of the department “Lufthansa Special Products”
  • Responsibility for contact service delivery for Lufthansa Special and Premium Services:
    • Lufthansa Private Jet
    • Lufthansa Medical Services
    • Lufthansa Passage Charter
    • Lufthansa Round the World
  • Integration and implementation of new services
  • Development of new processes
    • Customer Interfaces, Serviceteam, Key Account Management, IT
  • Interface Optimization to Lufthansa Passage Departments
  • Flight Provider Management
  • VIP Provider Management
  • IT Implementation
  • Budget Responsibility
20052006

Team Leader Lufthansa Special Service Desk Medical Services

Lufthansa Service Center Kassel, Germany
  • Management of 24/7 service-team for “ Lufthansa Medical Services”
20042005

Operations Coordinator

Lufthansa Service Center Kassel, Germany
  • Project lead for the implementation of a flexible staff planning strategy
  • Optimization of Workforce Management Systems for multiple Contact Centre locations
20042004

Project Member Customer Relationship Management

Lufthansa AG, Frankfurt, Germany
  • Definition of workflow business rules
  • Development of a graphical use interface for a new CRM system
19992004

Telephone Sales Coordinator

Lufthansa Service Center Kassel, Germany

Telephone Sales Coordinator

Team-leader Telephone Sales

Specialist Telephone Sales

Education

19951997

Education Travel Agent

Education Institute Dr. Köllner, Kassel

Chamber of Commerce Qualification

19901994

Study of Sports and German 

University Kassel
19891990

Study Sports Diploma    

Johann-Wolfgang-Goethe-University, Frankfurt
19861989

Study Sports and Biology

University Kassel
19841986

Highschool Degree

Goethe Gymnasium, Kassel

Systems / Applications

Workforce Management:

  • Genesys
  • Aspect
  • IEX

Time Management

  • Taris
  • Interflex

Call Routing / ACD

  • Genesys
  • Aspect
  • Avaya
  • Colt Routing Manager

Skills

Contact Centre Knowledge
Target Orientation
Organizational Skills
Interpersonal Skills
Problem Solving
Flexibility/Adaptability
Teamwork