Customer Service Manager

WOLFGANG VOSS

*** ****** **** ~ Hinesville, GA 31313

Phone 912-***-**** • ****.****@*****.***

CUSTOMER SERVICE ANALYST / BUSINESS PROCESS IMPROVEMENTS

Lean Six Sigma ~ Business Process Improvements ~ Customer Service Excellence

Training and Development ~ Hotel Management

Award winning and highly accomplished Customer Service Analyst and Business Process Improvement Specialist with years of experience championing improved processes to turn around financially struggling operations and poor customer service ratings. Applies Lean Six Sigma principles to identify flawed procedures and deploy cost effective solutions. Strong management talent; boosts morale, increases productivity, and reduces turnover rates. Engages employees in solution strategy meetings. Permanent Resident of the US; legally able to work in the United States and European Union.

RELEVANT CERTIFICATIONS

Management, Training, Communication & Human Resources, 2006, Certification

Train the Trainer, 2006, Certification Lean Six Sigma Green Belt, 2004, Certification

Project Management, 2003, Certification Computer Usage and Microsoft Office, 2001, Certification

Leadership Through Quality, 2000, Certification Economy Consultant, 1996, Certification

SELECTED ACCOMPLISHMENTS

ENTERPRISE RENT A CAR

• Executed turnaround strategies to reinvigorate a poor performing branch.

• Increased car fleet by 50% within 12 months in 2009.

• Improved total customer satisfaction by 18% within first 3 months.

• Boosted profit margins by 21% per car.

• Slashed business costs by 15% per car.

HOLIDAY INN

• Eclipsed previous years’ revenue by realizing 60% growth within the first 6 months in 2007.

• Enhanced quality index by 25% within the first 3 months in 2007.

• Experienced occupancy rate increase of 45% within 3 months.

• Decreased employee turnover rate by 50%.

XEROX GERMANY / XEROX EUROPE

• Improved net customer satisfaction at Xerox Germany by 13%.

• Successfully implemented SAP pilot project (Xerox Germany); led team to rollout in every European country.

• Recipient of Xerox Europe “Customer Hero Award” in 2002 and 2004 for exceptional customer service.

• Honored with 2001 “Manager of the Year” at Xerox Europe for best results in cost and customer service in Europe.

• Awarded with “Outstanding Manager” in 2000 and 2005 by Xerox Europe management.

PROFESSIONAL EXPERIENCE

ENTERPRISE RENT A CAR, Brunswick, GA 2008-2011

Rental Manager / Process Improvement Manager

Manage daily operations of branch office consisting of 2 managers, 8 employees, $2.5M revenues, and a budget of $650K. Deploy turnaround strategies and tactics to revitalize low performing branch to exceed annual goal of $3M.

• Foster culture of teamwork, continuous improvement, and partnership between customers and company.

• Train and coach employees in areas that build customer loyalty: customer engagement skills, high service levels and readiness, relationship development, and solutions orientation.

WOLFGANG VOSS Page Two

PHONE: 912-***-**** ****.****@*****.***

ENTERPRISE RENT A CAR, Continued

• Enforce cost containment measures to increase profitability; assume full responsibility for bottom line results.

• Identify inefficient procedures and implement cost effective processes without sacrificing quality.

• Provide proactive support of corporate accounts to facilitate ongoing business.

• Recognize opportunities and pursue new account relationships.

HOLIDAY INN, Richmond Hill, GA 2007-2008

General Manager

Managed day-to-day operation of a full service hotel with 149 rooms, 35 employees, annual revenues of $12M, and a budget of $3.5M. Facilitated weekly meetings with vendors, partners, suppliers, and staff to address concerns and develop improved operational standards.

• Measured productivity and customer satisfaction to identify and execute process and service level improvements.

• Assessed market climate, competitive landscape, and consumer trends to design and execute strategies to attract guests and corporate accounts.

• Identified guest needs, problems, and drivers in order to promote ideas and gain new business.

• Established and enforced policies and standards; managed employees and conducted regular performance reviews to recognize winners and take corrective measures when needed.

• Fostered a “culture of team spirit” and engaged employees in service improvement solutions to boost morale and reduce turnover rates.

XEROX GERMANY, Neuss, Germany 2002-2007

Service Operations Manager / Project Manager

Spearheaded and drove business process improvements (BPI) to optimize underlying processes and achieve improved customer satisfaction results. Established strategic directions and managed procedural system enhancements to align with organization’s mission and goals.

• Oversaw a team of 7 District Managers, 11 operations staff members and 8 advanced technology engineers.

• Applied Lean Six Sigma principles and measurement tools to monitor and achieve project objectives, resulting in significant revenue increase.

• Collaborated with internal and external client teams to ensure that all objectives were met.

• Crafted audit processes and protocols for all organizational operations.

XEROX EUROPE, LTD., Dublin, Ireland 1999–2002

Group Manager

Coordinated efforts of 60 technical representatives for both German and English language groups. Applied rigorous critical analysis to identify faulty and wasteful procedures compromising customer service, competitiveness, and profitability.

• Led advanced technical teams to strategize on corrective measures and implemented enhanced and costs efficient systems and processes.

• Motivated teams to participate and complete training to improve productivity.

WOLFGANG VOSS Page Three

PHONE: 912-***-**** ****.****@*****.***

DORINT HOTEL GROUP, Moenchengladbach, Germany 1992-1999

Front Office Director / Pre Opening Specialist

Managed daily operations and developed standard operating procedures. Regularly interfaced with partners, suppliers and customers to assess developments and address concerns. Developed and introduced new arrangement options. Designed and implemented personnel training course on “Excellence in Customer Service”.

• Improved customer satisfaction and total service ratings

• Closed significant contracts that improved operations strength

• Pre open 5 Hotels

EDUCATION

University Chamber of Commerce Germany

Bachelor of Science in Economy/Economics

WBS UNIVERSITY HAMBURG, Hamburg, Germany

Master of Science in Organization Communication with Focus on Human Resources

MORESTEAM UNIVERSITY, Lewis Center, OH

Lean Six Sigma Green Belt Certification

Lean Six Sigma Black Belt Training

Computer Skills: SAP, Microsoft Office, Visio, Minitab (Lean Six Sigma Project Program), Microsoft Project,Hotel Software Fidelio, Felix and Opera

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