Expert Details
Telecommunication, Communication, IT, Network, Customer Service, Project Management
ID: 727764
Germany
She had to set up the technical documentation for all the technical components from BT at ECB, Set up the document structure and optimize porcesses for the installation of new components, customer communication, customer approval processes and change management. She set up the Best Practice for Customer Service, Customer Contact and Customer Communication.She relaxed the situation in several departments caused by missing communication between management and employees and motivated the employees.She re-organized the Field Support. Time Management and Engineer Booking had to get set up and trained. She implemented a ticket System to account for all the engineers' time.She took over Project Management with a Premium Customer and set up the workflows for Product Roll-out and optimized the processes, workflows and tools. Took over Customer Communication to optimize the customers data entry and to have the best delivery quality for third parties and delivery times.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 1988 | Degree: College | Subject: Universal | Institution: Private-Kant-Schule |
| Year: 1989 | Degree: Business School | Subject: Business Structures | Institution: Rackow - Schule - 1 year Business School |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2006 to Present | Employer: Undisclosed | Title: Undisclosed | Department: Consulting |
Responsibilities:She is responsible for all premium customers needing management consulting for Customer Service, Project Roll-out, Project Management & Training employees |
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| Years | Employer | Title | Department |
| Years: 2008 to 2008 | Employer: European Central Bank for BT Germany GmbH | Title: Undisclosed | Department: Technical Documentation |
Responsibilities:She has been responsible for the technical Project and Network documentation. |
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| Years | Employer | Title | Department |
| Years: 2006 to 2009 | Employer: Thomson Reuters for BT Germany GmbH | Title: Undisclosed | Department: Global Services |
Responsibilities:She has been responsible for Project Management, Project Roll-out, Hardware co-ordination and installation and Customer Communication. |
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| Years | Employer | Title | Department |
| Years: 2006 to 2006 | Employer: Undisclosed | Title: Management Consultant | Department: Undisclosed |
Responsibilities:She optimized Process Management and Project Management BT wide. She was responsible for setting up training documents and training for the optimized processes. |
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| Years | Employer | Title | Department |
| Years: 2006 to 2006 | Employer: European Central Bank for BT Germany GmbH | Title: Undisclosed | Department: Global Services |
Responsibilities:She has been responsible to optimize processes for the customer communication and project aprovals. |
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| Years | Employer | Title | Department |
| Years: 2005 to 2006 | Employer: Undisclosed | Title: Management Consultant | Department: Undisclosed |
Responsibilities:She reorganized Technical Field Support, optimize Processes, set up Customer Communication, set up Ticket System and Time Scheduler. |
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| Years | Employer | Title | Department |
| Years: 2004 to 2004 | Employer: BT Germany GmbH | Title: Undisclosed | Department: Technical Support Centre |
Responsibilities:She optimized processes for Customer Communication, optimized Ticketsystems and trouble shooting. |
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| Years | Employer | Title | Department |
| Years: 2007 to 2007 | Employer: Kabel Deutschland GmbH | Title: Undisclosed | Department: Customer Service |
Responsibilities:She optimized Process Management, Time Scheduling, System Usage. She set up Best Practice and training for the employees for Customer Communication and Trouble Shooting and Time Scheduling and System Usage. |
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Government Experience
| Years | Agency | Role | Description |
|---|---|---|---|
| Years: 1998 to 2001 | Agency: Bundesnetzagentur - Telekommunikation | Role: Regulatory Manager | Description: She was Single Point of Contact for the German Regulartory Agency |
International Experience
| Years | Country / Region | Summary |
|---|---|---|
| Years: 1989 to Present | Country / Region: Germany | Summary: Expert is working in Germany since 1989. Her career started 1989 with Tandem Computers as receptionist, where she learned every need of huge Companies to be kept operational. |
| Years: 1998 to 2001 | Country / Region: UK | Summary: She was responsible for the UK Support and Regulatory Affairs. |
| Years: 2001 to 2001 | Country / Region: Norway | Summary: She was responsible for the UK Support and Regulatory Affairs. Discussing Security issues, designs and possibilities for customers, for the now so called Cloud Computing |
| Years: 1998 to Present | Country / Region: Europe... | Summary: She is working for multi-national companies to ensure high quality standards all over the world within Project Management, Process Management, Customer Services and Customer Communication. |
Additional Experience
| Expert Witness Experience |
|---|
| Technical possibilities within the new telecommunication market for the Police. Still responsible for all questions regarding STAR Telecom Germany. |
| Training / Seminars |
|---|
| Training for Technical Engineers: Time Management; Training for Technical Engineers: Customer Communication; Training for Technical Engineers: Trouble shooting and Ticketing; Training for Technical Engineers: Work space and equipment management; Training for Technical Engineers: Quality Management; Training for Resorce Management: Easy booking for Project Management; Training for Project Managers: Project Management Processes; Training for Managers/Team Leaders and Customer Service Clerks: Customer Communication; Traininng for Managers/Team Leaders and other employees: Time Scheduling; Training for HR and Senior Managers: De- escalating workplace bullying/harassment; Training for HR, Senior Managers and Managers/Team Leaders: Art of social and business intercourse; Training for Senior Managers and Managers/Team Leaders: Communicate, lead and motivation. |
| Vendor Selection |
|---|
| Supplier location and ordering for Leased Lines, Points of Interconnect and Points of Presence. |
| Marketing Experience |
|---|
| Working for Telecommunication Companies for more than 10 years now and keeping close to all new technologies. |
| Other Relevant Experience |
|---|
| Process Management, Project Management, Time Management, Least Cost Routing, Quality Routing, MPLS, ISDN, Customer Service Management, Document handling, Network Security. |
Language Skills
| Language | Proficiency |
|---|---|
| German | German is her native language. |
| English | She grew up speaking English and is highly proficient. |
Fields of Expertise
911 liability, 911 training, Automatic Call Distributor, bandwidth compression, broadband, broadband integrated services digital network, cable television system, call center operation development, carrier communication, carrier signal, carrier signal design, circuit switching method, communication, communication service organization, communications port, compliance testing, computer communication, computer room security, contract negotiation, crisis communication, emergency communication, hazard communication, international telecommunication, long distance communication, organizational communication, public speaking, telecommunication disaster, telecommunication regulation, telecommunication standard, telecommunications disaster avoidance, telecommunications management, telecommunications outside plant engineering, telecommunications regulation process, telecommunications regulatory compliance, telecommunications-related management training, telecommunications-related technical training, Virtual Telecommunications Access Method, voice communication, 802.11x, 911, automatic call distribution, compliance, 802.16x, E-OTD, cell identification, time division synchronous code division multiple access, International Telecommunication Union, wireless local loop, fixed wireless access, wireless internet, bluetooth, multi-protocol labeled switching, facsimile machine, Bell Communications Research, autoattendant, digital communications network architecture, communications device, base station, teleport, compander, mobile telecommunication, computer office automation, data link, computer-aided communication, digital communication system modeling, digital demodulation, digital telephony, digital switch, telecommunication software, digital transmission, communications path, secure communication, ASCII code, cellular antenna, digital data, wireless communication, time division multiple access technology, bandwidth, communication technique, compliance engineering, computer industry-related management training, computer industry-related technical training, telecommunications system maintenance, telecommunications system design, telecommunication system electrical reliability, audio signal decompression, telecommunications strategic planning, bulletin board system, Federal Communications Commission licensing, audio signal compression, cellular telephone, cellular telephone system, video communication, broadband network, disaster planning, disaster, digital signal, telecommunication equipment electrical protection, data communication, visual communication, technical communication, telecommunication, power-line carrier communication, application program interface, analog signal, communication electrical equipment, digital communication, communication exchange, teleconference, communication network, communication system, communication theory, communication code, teleconferencing, speech bandwidth compression, point-to-point radio link, fiber optics, facsimile communication, digital signal processing, computer network, communication software, cellular communication, answering service