Peter von Werden

Still working for Joyn GmbH indirectly. • My job focuses around process definition and management in an agile environment, thorough data analysis and measuring success via KPI tracking. • My bread and butter is constant data and project driven review and adjustment of processes, on technical (CRM, knowledge base) and human (training and evangelism) level. • I am working in very close collaboration with product management, product development and Legal to ensure user issues and concerns are heard and fixed.

Worked on migration projects, customer service and systems processes for Joyn SVOD platform. Initially as a freelance consultant, followed by an FTE contract. • Strategic further development and optimization of Customer Service; • Ensuring the operational business in Customer Service; • Ensure the quality and the contractual KPIs; • Maintain contact with the project managers of the partners; • Agree on quality and training measures with the partners. I closely liaised with Product, Development and Legal.

Managed a recent inheritance comprising management of homes and wealth in several European countries. Handling partition of inheritance with notaries.

Managed and implemented a visualisation project within Telefonica's B2B department as Project Lead. Placement via Intuition IT Solutions (UK). Main goal was to report KPI via Tableau so as to create a unified product delivery view from signature to order completion. Identify, analyse and prepare data from a variety of sources and systems to achieve this goal.

Freelance contract via Intuition IT Solutions (UK) to work for Telefónica Germany. The main goal was to act as Project Engineer and run a complex technical connectivity project for international technology partners. • Manage expansion of Telefónica’s extranet server farm to grant highly secure access for additional international vendors requiring remote access to critical development and core systems for a 40+ million customer base

Owned and lead the iflix (SVOD) Regional Language Hub as a Consultant. Hired, managed, scaled, evaluated and motivated the team under supervision currently consisting of Localisation/Compliance, Content Operations and Customer Service departments, and liaised closely / consult with the global functional Heads of department.

Location: Irbid, Jordan • Partnership and implementation management of the outsourced Vodafone Qatar customer care process; • Implementation and constant monitoring of Vodafone Qatar’s customer care strategy, aligned with Serco’s business objectives; • End-to-end reporting of all KPI to General Manager and Assistant General Manager.

Location: Amman, Jordan • Working on a freelance basis on different projects and leads including e-commerce market research; • Analysing international markets to identify innovative VAS for IVR solutions for implementation in European markets; • Researching about mobile app industry for future business opportunities; • Publication of articles on www.nextlevelconsult.net/blog

Location: Erbil, Iraq • Set up and ran a car rental company, intended as a proof of concept to evaluate the tourism potential in Iraq’s northern areas, alongside diversifying my experience and knowledge; • Assumed end-to-end responsibility for the business, from concept to planning and marketing; • Continuously refine and improve the quality of customer interaction, satisfaction and retention by working towards improving standards, providing the most advanced online booking facility in the Iraqi market.

Location: Amman, Jordan and Dubai, UAE • Focused on bringing maturity, structure, quality, efficiency and service transformation to this e-commerce venture; • Responsible for documenting all processes within the entire department and continually measure and evaluate all work processes using Kaizen, Lean, Six Sigma

Location: Dubai, UAE • Working for Emirates Integrated Telecommunications Company on a repeat basis to implement and manage an updated end-to-end Knowledge Management process for Customer Care and Retail in order to ensure efficient knowledge flow across units; • Create, develop and manage content for the organization’s knowledge base, coordinating with managers across departments and acting as the gatekeeper for any publication.

Location: Amman, Jordan • To set up a further international outsourced operation for du telecom in Jordan for redundancy purposes. • The project was implemented on time and more than 300 employees were working in this location at the time of handover.

Location: Damascus, Syria • Set up a new contact centre company for the local market, including business / finance plan, and company strategy; • Clients were to include two local banks and one mobile communication provider; • Due to the crisis in the country, this project was cancelled.

Location: Damascus, Syria • To lead, manage and control, subject to the direction of the Chairman and Deputy CEO, the business affairs and activities of MBS; • To attend to the day to day administration, communication, HR and financial requirements; • To formulate and implement a company strategy; • To handle all Operations efficiently, ensuring high client satisfaction and compliance with all Key Performance Indicators. The contact centre handled MTN Syria’s prepaid customer contacts.

Location: Dubai, UAE • To ensure successful transition of du Directory Enquiry service from former outsourcing partner to MBS including handling and solving all technical, training, planning and quality aspects from a vendor perspective; • To prepare and organise training for agents and team leaders; • To hand the entire project over to the Operations team after successful launch within the agreed time frame of one month.

Location: Damascus, Syria • Ensure successful transition of MTN’s existing prepaid customer care service to MBS Syria (> 600,000 monthly calls); • HR: Timely migration of staff from MTN to MBS; • Site: Manage the site preparation project; • Strategy: Prepare MBS’ strategy on how to implement similar projects, i.e. shifting existing contact centres from mobile operators towards outsourcing.

Located in Muscat, Oman • Creation of call centre processes, call flows and entire Knowledge Base; • Specification of requirements for call centre related IT systems; • Project managing implementation of call centre systems; • Recruitment and training of all call centre and shop staff; • Ensure Regulatory and Legal compliance including reviewing all published materials such as Terms & Conditions or advertisements; • Setting up Human Resources.

Located in Dubai, UAE Purpose of this job was to deal with partner management for call centre services on a national and international basis. • To effectively engage and manage outsourcing partnerships on behalf of du Customer Care; • To formalise all aspects of partner management including contract and project management, planning, development and forecasting requirements.