Ralf Bruggemann

Responsible for achieving customer delight and P&L targets for NCR customer services in Northern Europe (Netherlands, Denmark, Scandinavian countries).

Accountable for services delivery in my assigned geographic region, maintaining customer satisfaction, compliance with service level agreements and workforce morale. Determining and addressing customer expectations, needs and problems. Visiting key accounts, in order to monitor their satisfaction with customer services, take the lead in solving a complicated issues, be a key part of negotiating complex contracts and provide any other required support. Acting as a liaison to various NCR organization is also

Responsible for Customer Service Delivery in the Netherlands. Direct management of ca 80 Customer Engineers and everything associated with these. Shared responsibillity for delivering Customer SLA's. Recently the responsibility for and management of the Dutch Field Service Centre was also transferred to myself (see my former position within NCR). Thus now responsible for the whole incident management process and operations involved in delivering the agreed service.

Responsible for both the Regional Customer Care Centres and Field Support Centres in the Northern European Area. This includes: The Netherlands, Belgium, Luxemburg, Denmark, Norway and Sweden. KPI�s are ASA and AHT for the RCC�s and several Customer SLA�s for Service delivery. 25 direct reports that coordinate and plan the workload of approx. 100 Field engineers.

Working as a contactor for ABN Amro on a project between ABN Amro and KPN called "Money Planet", an online investment portal. Working in Aachen,Germany. Responsible for communications between the German and the Dutch project teams. Also responsible for third parties in Germany; Acquisition and management of these parties. unfortunately the project was put on hold.

Help build a new Contact Centre for ca 1800 staff based in Maastricht NL. As I was involved in the project from the beginning, I performed several tasks; Specify and test work environment and equipment, hire new staff for several job roles, deliver training on Siebel and other applications, test and specify software tools, deliver sales training, soft skill training etc.

Flower wholesale. My task was to find and build new markets for this company in Germany. I built a new sales channel within supermarket franchisers. Turnover went from 0 to Euro 600.000 per month within a year. Tasks included, hiring and training of new employees, contract negotiations, set specifications for and buy custom build vehicles, buying of products etc.

Inetrnational Flower Wholesale

Flower Wholsale and retail in West and Eastern Germany (Leipzig)

Supermarket