Gilbert Kümmerle

"Renewable Energies together" - in a cooperative - for a sustainable future

Open Source ERP and CRM Systems, Business Improvement and Problem Solving Tools

•Successful implementation of global SAP ERP/OTC and MS CRM •Successful development and implementation of all Customer Portal applications supporting the direct customer base including the integration of all of the related internal business processes •Achieved .999 availability levels for the reliable operation of the IT Infrastructure supporting the manufacturing environment of two factories with a production capacity of >500MW and the business operations supporting staff (>300 people)

•Successful set up of the key business and operational processes of a startup company in the medical instrumentation sector in India •Designed and implemented an international ANS Competency Center to inform and support the medical community in their purchase decision and post-sales application questions •Designed and implemented all CRM and customer facing processes across functions •Configured and commissioned the NetSuiteTM ERP/CRM support system

•Full operational responsibility for 5 multi-lingual customer service contact centers (technical support and admin) with 350 employees supporting Triple Play and analogue cable TV products for Switzerland •Successfully managed the Billing Operations within the Consumer Unit with an annual turnover of CHF 500m ensuring full billing and on time payment within government and regulatory requirements •Developed and implemented a CS quality department with a strong focus on failure prevention (Six Sigma)

•Designed and implemented a major reorganization of the company across 34 contact centers with > 4000 employees across 16 countries using Six Sigma and Kepner Tregoe decision and problem analysis tools, resulting in annual cost savings of > €18m. The cost savings were achieved through reduced rework, process streamlining and standardization, increased accuracy and headcount savings. To support this, an IT supported reward and performance appraisal system was developed and implemented.

•Project managed the startup and operationally managed 7 call centers in 5 European markets with 1500 employees and achieved sustained profitability and operational excellence to COPC standards serving a customer base of telecoms, automotive, utility and public administration clients generating annual revenue of €60m.

•Set up, consolidated and managed a call center for all of Tele2 Switzerland’s pre- and post-sales services leading to high degrees of customer satisfaction. Achieved sustained profitability within 2 months of operation.

•Set up and managed Iomega’s European Customer Management Center in Dublin, Ireland. Recruited and developed a team of 70. Implemented all pre- and post-sales functions and services. The center of the operation was a multi-language and multi-skill call center supporting end users and the direct sales channel. •Set up of a direct end user sales channel for accessories facilitating and promoting direct sales to end users •Implementation of the European technical services

•Managed the technical support function for end-users and channel partners •Introduced various marketing programs to promote sales of media. As a result I was promoted to manage the company’s telesales function. •Technical support and training of channel partners •Technical support of end-users

•Holder of a patent for the design of a digitally controlled clamping circuit for analogue TV signals •Planned, developed and implemented a development lab for integrated MOS circuits.

•Software development and research for a pattern recognition and image processing system

Apprenticeship Technician radio and TV sets

Economics, Marketing, Finance, Accounting, Organizational Behavior, Project Management, Strategic Planing. Extended Courses: Mergers and Acquisitions, Derivatives.

Theoretical Electronic Engineering