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Customer Service Sales

Baden-Wurttemberg, Germany
November 17, 2018

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Tampa, FL Local 813-***-**** Cell 813-***-****

Call Center Executive / Technical Service & Support Management

Owner, Manager US Military Contracts

operations purchasing & inventory marketing & sales Dispatch & Logistics Team Management 300+

Accomplished, forward-thinking, strategic and business-minded leader with 23-year portfolio of success driving operations, budgeting, purchasing, marketing, sales, customer service, and team leadership across the Customer Service, Call Center and hospitality industries in Europe. Finely honed leadership, decision-making, relationship-building, negotiation, communication, interpersonal, analytical, technical, and problem-solving skills. Seeking new, challenging opportunity in Florida USA. Core relevant competencies:

Call Center Management Tech Service Management Onsite Support Management

Performance Management Customer Service Excellence Team Leadership & Mentoring

Operations Management Sales & Service Delivery Revenue Maximization

Multi-Site Operations Revenue Forecasting Project Management

Recruiting & Hiring KPI Metrics Analysis Profit Optimization

Inventory Control Guest Satisfaction Sales & Marketing

Quality Standards Negotiations Cost Reductions

Vendor Relations SEO & SEM Staff Training


-Instrumental in maximizing revenue, optimizing profitability, reducing costs, introducing new systems, improving processes, and delivering superior customer service.

-Built-up Hotline and Contact Center Operations, for more than 2 million contacts anually, hired staff, defined equipment.

-Contracted multiple EMEA Call & Contact Center Vendors for EMEA Operations, defined SLAs for multiple LOBs, hired staff, defined KPIs, budgeted expenses, defined sales, and managed and controlled operations.

-EMEA Train-The-Trainer-Program, defined and established program for multiple levels of contact service and support.

-Proven ability to communicate, collaborate, and negotiate effectively with professionals at all levels of an organization.

-Well-versed in technology, marketing, CRM strategies, business development, and performance management.

-Dedicated to identifying and leveraging opportunities to drive improvements across all areas of operations.

-Skilled in recruiting, supervising, training, and motivating high-performance teams of up to 300+.

-Early career success in results-oriented corporate sales & service leadership roles.

-Bilingual communicator; fluent in English & German.

Technically proficient in: SAP CRM, Salesforce, Genesys, IFM CSLog, Aristool, Linux Basics, MS and Novell Admin, Cloud Database, MS Word, Excel, QuickBooks, NCR Orderman, ERP SAP, ERP Gastro, MIS GastroBook, Opentable, NPS, POS Amadeus, POS Migros.


Director Customer Service International, Einhell AG Group, Landau a.d. Isar, ISC, Beginning 2005

Supervised 35+ Service Directors, 110+ direct reports, and 200+ indirect reports; oversaw business development, global service & support management, new market penetration, CRM, and contract negotiations.

Established and led Contact Center Services in EMEA; Tier 1, Tier 2 : Sales and Support, Tier 3: Technical Support, Onsite Support.

Evaluated and successfully introduced Genesys Workflow Management Solution for Call Center Services.

Identified opportunities to modernize operations with the creation and execution of a technology innovation roadmap that included, but was not limited to: ACD and IVR platforms and services, contact routing, automation, click-2-call/click-2-chat, and mobile application functionality that facilitated telephony, email, self-service and chat interactions.

Defined international service financial objectives, reporting requirements, expenditures and sales.

Analyzed KPI result variances, initiated corrective actions.

Created budgets and oversaw RFP process, vendor selection, and vendor management.


Tampa, FL Local 813-***-**** Cell 813-***-****


Senior Manager, Customer Service & Support EMEA, Kyocera Mita Europe B.V., Hoofdorp NL, Meerbusch DE, 2001-2005

Directed EMEA sales, service delivery, and support functions; led 30+ direct reports and 300+ indirect reports. Drove strategic planning, revenue maximization, up-selling, reporting, call center operations, system upgrades, and customer satisfaction.

Implemented, developed and led International Call Center Services for EMEA and Cuba from Londonderry, A Coruna, Milan, Berlin, Amsterdam, Brussels and Essen : Service, Support and Sales, Tier 1-3, over 2 million calls annually.

Evaluated and successfully introduced SAP CRM for Call Center, Technical Support, RMA Handling, Service Logistics,

Defined and established all EMEA reporting requirements (KPIs) for quarterly International Service Management Meetings.

Streamlined processes to maximize efficiency effectiveness within the service departments.

Worked closely with business partners to identify strategic opportunities to improve performance and customer experience.

Manager, Customer Service & Support, RICOH GmbH, Eschborn DE, Amsterdam NL 1996-2001

Led 20+ Customer Service & Support team, introduced bonus system, managed partner program, trained 300+ dealers, built national HelpDesk, and coached and developed team.

Ensured appropriate measurements of operational and reporting analysis, revenue production, customer and team member satisfaction, cost efficiencies and other KPIs were in place.

Aligned objectives with business strategy through active participation in corporate strategic planning, sales and service strategy development, forecasting, resource planning, and budgeting.

General Manager, Enchilada GmbH, Karlsruhe Germany, 2017-2018

Assumed full P&L accountability; reported directly to CEO. Drove daily operations, systems, procedures, profit optimization, KPI metrics analysis, purchasing, inventory, and marketing. Supervised and scheduled 55+ restaurant staff. Oversaw dining services, cocktail bar business, catering, and events. Ensured optimal food quality and service delivery standards adherence.

Optimized profits by controlling food, beverage, and labor costs; grew profit margin 16% between 2017 and 2018.

Resolved all guest concerns, improved guest satisfaction survey ratings, and managed issues with Google, TripAdvisor reviews.

Developed and instituted new systems and procedures to monitor and regulate bar, food, and labor costs.

Evaluated and measured service performance by Net Perfornmer Score (NPS), Netigate.

Boosted business through more diligent, innovative SEM, radio, and local marketing strategies and initiatives.

Evaluated employee performance, set goals, and developed improvement plans.

Developed talent to achieve greater strategic goals and performance and ensured top-level talent was in place.

Entrepreneur; Subway, Baden-Baden; Heidelberg Germany, 2007-2018

Opened and operated restaurants with teams of 35+; drove operations, P&L, finance, sales, procurement, marketing, catering services, and customer service quality. Ensured compliance with food safety procedures and quality control guidelines. Oversaw HR functions including recruiting, training, development, and performance evaluations.

Led local marketing initiatives including cinemas, grocery stores, give-aways, social media, SEM, local press, and tourist venues.

Introduced voucher and discount program as download, mailing, and give-aways.

Orchestrated catering for local companies, schools, private parties, hotels, and other businesses.

Maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.

Conducted frequent restaurant walk-throughs to gauge timeliness and service quality.

Managed operations of Subway units as Army & Airforce Exchange Service (AAFES) contract partner at US Campbell Barracks and US Patton Barracks in Heidelberg, Germany from 2008 - 2012.


Diploma, Business Administration & Computer Science University of Karlsruhe, Germany

Apprenticeship Program, Industrial Business Administration & Sales Ludwig Erhard Labour School, Karlsruhe, Germany

Building New Businesses Management Academy, Munich, Germany

US Army Training in Food Service, Food Storage & Handling

Seminars: Management, Leadership, Sales

ITIL Foundation Certification

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