“We” – that is a team consisting of experienced managers in the field of customer service and sales. As directors and division managers, we have very successfully held positions such as Head of Business Unit, Head of Business Development, Head of Sales, Head of IT, Head of Operations, Head of Human Resource and senior project management functions. Together, we put the expertise we have gained over the past 15 years at your disposal and pass on our in-depth customer service knowledge to you.
With the help of self-developed instruments, we can identify the strengths and weaknesses of your customer service organisation, sales organisation or human resources department, work out strategies and target concepts together with you and implement them directly.
Get to know the minds behind Schacht Consulting…
Attikus A. Schacht
As a passionate mountaineer and family man, I face every task with patience and a cool head to lead you and your company to the top. Here I am happy to present my values, goals and attitudes as well as our partnerships in detail.
- New Business Development, structured acquisition of new target customers
- Key account management, bid management (RfI, RfP, RfQ, Rf “x”)
- Support in due diligence and M&A processes
- Strategic account planning, customer relations management
- Contract negotiations and reviews
- Interim project and division management
- Analysis and optimisation of customer processes
- Outsourcing management, project management, project steering
- Personal and professional coaching
- Since 2014 Chairman, Competence Centre Customer Service, DDV (German Direct Marketing Association)
- Since 2014 University Lecturer, DHBW Ravensburg “Customer Service Management” within faculty Business Administration – Retail / Sales Management
- Since 2013 Founder and Owner of Schacht Consulting
- 2011 – 2012 Head of Bosch Communication Centre in Frankfurt, Customer Care Services and Monitoring Services worldwide (5k employees)
- 2003 – 2011 Vice President Business Development and Director Sales walter services GmbH in Ettlingen (8k employees) with the main markets Germany, Austria, Switzerland, Poland and Rumania
- 1999 – 2003 Key Account Manager, Marketing Manager and Senior Product Manager at Tesion Kommunikationsnetze Südwest GmbH & Co. KG in Stuttgart (400 employees)
- 1997 – 1999 Marketing Director Europe responsible for all key accounts in Lead Centre Diaphragms, Freudenberg Dichtungs- und Schwingungstechnik KG in Weinheim (main focus Germany, France, Italy, Great Britain, Scandinavia, Hungary)
- 1995-1997 Senior Product Manager, Service Marketing, Customer Service Area Central Europe, Nokia Telecommunications GmbH in Dusseldorf and Prague, responsible for solution-oriented services for mobile and fixed network operators in international account teams in Germany, Austria, Switzerland, Poland, The Netherlands, Czech Republic and Hungary
- Darmstadt University of Applied Sciences, Diploma in Industrial Engineering and Management, specialising in electrical engineering.
Main focus: Innovation management & marketing, technology of electrical machines - Ecole Nationale de l’Aviation Civile, Toulouse, France, Technical Thesis “Neural Networks for Flight Control”.
- Training as a coach with the MUV-ASS® method at Striedl & Zaiß in Überlingen and Michendorf/Potsdam (today: www.ans-ziel.eu)
- Squared Online, April-September 2020, 6-month digital marketing and leadership programme completed with distinction
Anika Baumann
In the “war for talents”, my expertise in marketing, human resource management and coaching enables me to inspire the right talents for your company in the long term!
- Key topics: Recruiting, employer branding, onboarding and offboarding, HR development, corporate culture, new work, remote work
- HR consulting and HR project management
- HR interim management
- Analysis, optimisation and automation of HR processes along the entire HR cycle
- Introduction of HR management and recruiting solutions
- Training and support of HR employees
- Personal and professional coaching
- since 2020 Founder and Managing Director, All about HR – HR Consulting, Business Coaching, HR Project Management, HR Support / Interim Management
- 2016 – 2020 Head of Human Resources, virtualQ GmbH, Berlin
- 2016 – 2020 Head of Marketing, virtualQ GmbH, Berlin
- 2016 – 2017 Lecturer University of Europe for Applied Science, Berlin
- 2013 – 2016 Personnel Officer Recruiting and Employer Branding, Witt Group (part of the Otto Group), Weiden
- 2010 – 2011 Marketing Consultant, Weiße Q Consulting, Iserlohn
- Positive Psychology Consultant, German Positive Psychology Society
- Certified Systemic Coach, German Positive Psychology Society
- Certified PERMA Lead Positive Leadership Profiler, German Society for Positive Psychology
- Certified user of the personality test Predictive Index, Personaldiagnostig Stracke
- M.Sc. Management Psychology (with distinction), University of Nottingham
- B.Sc. Communication and Media Management (with distinction), Business and Information Technology School Iserlohn, incl. semester abroad at Edith Cowan University in Perth, Australia
Madlen Berner
Excellent customer service is my passion and is increasingly becoming a competitive advantage for companies. Let us work together to offer your customers something special.
- Qualitative and quantitative contact centre management
- Conceptual planning and execution of projects
- Leading negotiations with workers’ union
- Personnel development
- Quality assurance concepts
- Leading up to 300 employees
- Training employees and team leaders
- Preparing statistics and reports
- Personal and business coaching
- Since 2013 Managing director and owner Die Service-Schmiede, freelance project manager, trainer and consultant, member of Schacht Consulting network, facilitator for change management, member of Project Management Institute
- 2005-2013 Contact Centre Manager, walter services Magdeburg GmbH, responsible for the profit centre
- 2000-2005 Project Manager, walter services Magdeburg GmbH, development and execution of client projects, quality management
- 1997-2000 Trainer, real,- Dienstleistungs GmbH & Co KG, Hannover, responsible for all training and education for the north/east region with 80 stores, advising managing directors and trainers onsite
- 1996-1997 Team Leader Sport & Games, real,- SB Warenhaus GmbH & Co. KG, Berlin-Wildau store with 12 employees/6 mill. Euro revenue
- Project Management Professional (PMP)
- Change Management vocational training with university certification, Deutsche Universität für Weiterbildung Berlin
- Certified Coach MUV-ASS
- Trainee Coaching, walter services Magdeburg GmbH
- Management Trainee Programme, real,- SB Warenhaus GmbH & Co. KG
- Trainer Certification and Examination Board Member, IHK Magdeburg
- Vocational Training Retail Assistant, Berufsakademie des Einzelhandels Niedersachsen/real,- SB Warenhaus GmbH & Co KG
Tobias Höltzel
- HR Strategy
- Analysis and improvement of HR processes
- Developing and implementing HR systems, e.g. flexible working hours, feedback processes and renumeration
- Facilitating organisation development
- Interim for operational HR management incl. wage negotiations
- HR consulting within Due Diligence and M&A processes
- Business coaching
- Projects: Strategy development, HR interim consulting, coaching, Business Excellence by MTC, Bruker BioSpin, Opel and Bosch
- Since 2013 Managing Director Tobias Höltzel Personal & Organisation and member of Schacht Consulting network
- 2005-2012 Division Manager Human Resources, walter services GmbH, Ettlingen (8k employees)
- 2003-2005 Senior International HR Project Manager, Celesio Stuttgart
- 2000-2003 Personnel Consultant, Philips Consumer Electronics, Hamburg (400 employees)
- 1995-2000 Personnel Consultant, Jungheinrich AG, Hamburg
- Degree in Management Science with International Politics, Constance University
- Excellence Assessor, Initiative Ludwig Erhard Preis ILEP e.V.
- Associate Coach DBVC, Management Forum Wiesbaden (MaFoWi)
René Falk
- Developing and implementing customer loyalty programmes
- Defining IT strategy
- Analysing and optimising CRM and customer processes
- Due Diligence and M&A
- Process design and business process reengineering
- Change management
- Interim project and division leadership
- Outsourcing management, project management
- Personal and business coaching
- Member of Schacht Consulting network
- 4F Lebensart GmbH, Founder (www.imperii.de)
- Loyalty Partner Solution, Consultant (interim)
- HANSE Executives GmbH, Founder and Partner
- René Falk Management GmbH, Founder and Managing Director
- Dirk Rossmann GmbH, Consultant (interim)
- converneo GmbH, Founder and Business Development (interim)
- FanMiles GmbH, COO/CIO (interim)
- IT Sonix AG, Executive Board (interim)
- arvato direct services München, Site Manager IT DeutschlandCard GmbH, CIO
- arvato services Gütersloh, Head of Consulting Bertelsmann Marketing Service, Consultant
- Senior Project Manager IPMA Level B, GPM
- Preparing for Opportunities, Bertelsmann University
- IMDP (International Management Development Programm)
- 1993-1999 Business Informatics, Leipzig University
- 1997 semester in Umea, Sweden
- Electronics high school leaving certificate
Nicolaus von Löbecke
Do your best every day. That’s not just the case for me, but for each and every one of us. Acknowledging this thought is the only way to develop something really good for your and your company.
- Process optimisation for medium-sized and also internationally active companies
- Sales management for manufacturing industries
- Interim sales management and efficient new customer acquisition
- Interim company leadership for medium-sized companies
- Sustainable personnel leadership
- Developing and introducing complaint management systems
- Integration management involving different divisions or companies
- Personal and business coaching and sales training
- Hands-on manager
- Projects: Sales management at Gebr. Müller Kerzenfabrik AG, Industriedruck GmbH, Toocan GmbH, Visono GmbH, Hotelnavigator GmbH. Process optimisation for Audi AG, Eosta N/V, Bioland Markt GmbH, Claudia Scoda
- Since 2013 Freelance management Löbbecke Consulting, member of Schacht Consulting network
- 2003-2013 Board Member, Lehman Natur GmbH, Mönchengladbach, manager, sales manager and key role in developing Europe’s largest organic fruit and vegetable centre
- 2002-2003 Managing Director, Stiftung für Naturnahes Wirtschaften, Hamburg (fund for close-to-nature business activities)
- 1998-2002 Sales Board Member, Bergquelle Naturhöfe AG, Dorstadt
- 1994-1998 Managing Director Sales, Bergquelle Agrar-Naturprodukte GmbH & Co. KG, Dorstadt
- 1993-1994 Consultant, BDO Corporate Finance Services, Berlin
- Business Management with Marketing, European management and Finance, Bamberg University
- Reserve Officer training in the Armoured Reconnaissance Battalion, Lüneburg
- Banking apprenticeship
- Father and oldtimer fan
Achim Kelbel
My doing is driven by performance – from corporate vision/guiding principles to structures/processes and final execution.
- Years of experience as managing director, consultant, international trainer and coach for global organisations
- Conception and facilitation of strategy, change and performance projects
- Improving business processes based on lean management
- Optimising processes and structures for more efficiency and effectiveness
- Conception and execution of one-step and multi level sales
- Operative and strategic field experience
- High competence for method and execution
- International contracts as consultant, trainer, business coach in German and English speaking markets
- Trade writer, speaker and moderator for large groups
- Since 2004 Consultant, Interim Manager, Trainer, Coach, since 2013 member of the Schacht Consulting network
- 2001-2004 Managing Partner, Kramer & Partner GmbH, Ettlingen, brand oriented management consultancy
- 1995-2001 Head of Personnel, Esselte Leitz GmbH & Co, Stuttgart, files and filing systems (1.3k employees)
- 1998-1994 Head of Personnel and Administration, August Krempel Soehne GmbH & Co, Vaihingen, manufacturer of packaging machines, associated plastics and materials (450 employees)
- 1987-1998 Assistant to the Managing Director, Laaser & Co. GmbH, Berlin, manufacturer of measuring instruments and automated systems (50 employees)
- Bank apprenticeship, Bank für Handel und Industrie, Berlin
- Economics and Social Science Faculty, Business degree, Cologne University
- European business coach certification
- Board member for finance, Marketing Club Stuttgart
- Non-stipendiary magistrate in Stuttgart labour court
- Author of books and publications in trade journals
Andreas Bessel
I support my clients to achieve their corporate goals by using the strengths and weaknesses of their employees.
- Consultant, trainer and coach for leadership communication, employee leadership, responsibility strategies
- Sales training, top-level sales teams coaching
- Conversation techniques for customer service teams
- Achieving KPIs in sales and customer service
- Personality development, persuasive and convincing behaviour, gaining confidence in public speaking
- Team processes, improving team efficiency, disruption as chance
- Train-the-trainer and trainer coaching
- Since 2014 Freelance communication trainer, coach, consultant and member of the Schacht Consulting network
- 2006-2014 Communication trainer, VP walter services Akademie, walter services GmbH (8.5k employees in 21 sites), developing and executing staff and leader development programmes, leading projects to achieve KPIs across all sites, leadership of onsite trainers.
- 2000-2006 Project Leader, walter Telemarketing & Vertrieb GmbH (2.5k employees across 3 sites), developing and implementing training programmes and coaching, leading team leaders in customer service and sales.
- 1998-2000 Trainer, Quelle AG, trade and communication seminars
- Vocational university degree Communication Psychology, Fachhochschule des Mittelstands
- Trainee Coaching, walter services GmbH
- Rhetoric in media context
- Training for trainers and coaches
- High school leaving certificate in retail (IHK)
Rémon Elsten
25 years of experience in the field of CRM and Customer Service combined with a high level of competence in corporate environments
- Customer service and sales
- Multi-channel communication
- Customer relationship management
- Interim project and division leadership
- Improving customer processes
- Outsourcing management, project management, project steering
- Projects: Improving customer service and sales for Swisscom, Akzo Nobel, Zürcher Kantonalbank, Helsana, AIL, Hugo Boss AG, RADO, Lindab
- Since 2007 Managing Director and Owner Crystal Partners AG, since 2013 member of Schacht Consulting network
- 2000-2007 Managing Partner and Principal, Crowne Associates AG, Switzerland
- 1998-2000 Senior Consultant, Intercai, Switzerland
- 1996-1997 Consultant, Intercai Nederland B.V., The Netherlands
- 1988-1996 Team leader telecoms, internal consultant, ING Group, The Netherlands
- Engineering Degree, Technical University Brabant, The Netherlands
- Postgraduate marketing degree, Institute of Marketing, The Netherlands
- Postgraduate project management degree, Open University, The Netherlands
- Postgraduate organisation and Management degree, Open University, The Netherlands
- Vice President, Call.net, Swiss Contact Centre Association
- Board Member, European Confederation of Contact Centre Organisations
- Co-author “CRM – Customer Management between Increased Sales and Efficiency, together with Dr. Nils Hafer and “ROI of IKT in Contact Centres” with Dr. Andreas Erat
Klaus Ulrich Kohler
If your B2B and B2C customers are satisfied, your company is doing well – that’s what I strive for, with many years of experience and references in Account Management, Operational Management, Tender Management, Restructuring and Sales
- Cost management and restructuring
- Operations within the service sector
- Key account management and sales support
- Outsourcing business services
- Establishing and leading cooperation models and tendering communities
- Design, set up, running, transfer and closing service industry sites
- Operative M&A support and post-merger integration
- Interim divisional leadership
- International profile (Turkey, Hungary, South Korea, Switzerland etc.)
- Since 2016 Head of Sales and Business Development, Loyalty Partner Solutions GmbH
- Since 2013 Freelance Consultant and Interim Manager, member of Schacht Consulting network
- 2011-2013 Managing Director Operations, TOP-10 Service provider (customer care, sales, B2B), 80 mill. Euro revenue, 2.5k employees
- 2001-2011 Vice President Customer Care (key account management, operations, business development), arvato services Stuttgart, part of Bertelsmann AG, 270 mill. Euro revenue and 11K employees in Germany
- 1998-2000 Division Head IT, Quality Management and Shipping, arvato Services
- 1996-1998 Department Head Quality Management, Deutscher Bücherbund GmbH & Co. KG, book club within Bertelsmann AG, 1.5k employees, 4.5 mill. members, 100 retail outlets
- 1993-1996 Department Head Customer Service, Deutscher Bücherbund
- 1992-1993 Assistant to the Division Head Customer Service, Deutscher Bücherbund
- 1990-1991 IT Helpdesk Coordinator, Deutscher Bücherbund
- Vocational Business Degree with Business Informatics, DHBW, Stuttgart
- Vocational English language Post-Graduate Executive MBA with General Management, Henley Management College, UK
- Certified Consultant for Restructuring and Financial Recovery, SRH Hochschule Heidelberg
Jürgen Katzer
As an oldtimer fan I am often confronted with situations where I have to think hard to find a good solution. This ability to think analytically helps me every day with my projects.
- Consulting on issues and topics regarding telecommunications
- Support in executing sales concepts
- Sparring partner for tasks and business ideas, from analysis to recommendation phase
- Advice on the use of social media channels to increase visibility
- Since 2015 Managing Director and owner, Jürgen Katzer IngenieurBüro and member of Schacht Consulting network
- Projects: Consulting and planning broadband expansion (FTTC; FTTB/H) for local authorities using funding programmes, quality check of tender documents
- 2012-2014 Senior Consultant Telecommunication, medium-sized company
- 1994-2011 Various roles incl. Vice President Account Management Carrier & Media companies for a telecommunication equipment company
- 1988-1994 Development Engineer in a technology centre for a telecommunication equipment company
- Giessen-Friedberg Polytechnic, Communications Engineering plus informatics
- High school leaving certificate in Electrical Engineering
- Automobile electrician apprenticeship
- Oldtimer fan and avid motorhome tourer
Helen Deacon
I’ll use my creativity, my professional approach and my interest in all things new to move your projects forward – with a clear focus on both people and results.
- Consulting about all aspects of international business
- Business development and sales
- Facilitating and managing change processes with clear focus on employees
- Workshop moderation
- Marketing strategy, activity planning and execution
- Customer processes, touch points, customer experiences, CRM
- National and international new customer acquisition B2B / B2C, online and offline
- Seminar programme for successful inter-personal communication
- Extensive international network in the direct marketing industry
- Since 2010 Dialogue Projects, self-employed International Business Consultant
- Projects: Call centre guidelines for teams in USA and Philippines; dental clinic UK expansion; global team building (South America, Europe, Turkey, Russia); UK agency expansion to Germany; German B2B data supplier market entry in UK and US; global partnerships for US data company; (direct) marketing activities for mail order company; interim email coordinator for mail order company; renumeration package for sales team; international mailing campaigns for USA/AUS/NL/UK; service provider benchmarking.
- 1994-2010 various roles at Arnold, Demmerer & Partner Gesellschaft für creatives Zielgruppenmarketing m.b.H., Stuttgart, leading specialist for direct marketing and new customer acquisition
- 2007-2010 Partner and Managing Director
- 1997-2007 Director International, established and developed the international division for clients from UK, USA, IT, NL with full profit-centre responsibility
- 1994-1998 Key Account Manager, campaign planning for mailings & inserts, data management, acquisition of first international clients
- Leeds Metropolitan University, UK, B.A. (Hons) Business Studies / Marketing
- Pforzheim University, Postgraduate European Business Certificate / Mktg
- NLP Practitioner, Communication Consultant according to Schulz von Thun (i.A.),
- Transactional Analyst Consultant (focus on organisations) (i.A.)
- Mountain hiking with panoramic views, modern wholefood cuisine, jazz singing
Günther Lieck
The recommendations I make for your business are based on strategic foresight and sound analysis. I am a fan of analogies: Just like Attikus Schacht, I too am an avid mountain climber and enjoy all its facets.
- Management consulting for market entry into Germany
- Programme/project management: scoping, orchestration of project development and decision-making, also hands-on tasks, hand over to client. Responsible for up to 50 project employees, more than 1k stakeholders, up to €100m investment volume.
- Problem-solving of all kinds, in particular organisation and processes: analysis, interpretation, developing options, submitting documents for decision-making process.
- Strategy development and audit, turnaround, business development, start up, strategic account planning, customer relationship management.
- Interim projects and division leadership
- Generalist with a wide scope of global industrial experience in different functional roles
- Strategic and operative projects at board and senior management level with clear briefing to produce measurable results. Industry experience: Financial services/retail, big pharmaceuticals, bio-tech
- Since 2010 self-employed Consultant and Interim Project Manager, owner GUL, Zurich/Baar, Switzerland, member of the Schacht Consulting network
- 2006-2010 Kunsthaus Zürich/Zürich Kunstgesellschaft, Zurich, Switzerland, Expansion Manager responsible for CHF180m investment budget
- 2000-2006 McKinsey & Company, Zurich, Switzerland, Senior Project Manager (level below partner) for international strategic and operative projects in life sciences, special chemicals, tourism, financial services, PPP
- 1995-1998 The Boston Consulting Group, Munich, Management Consultant for projects in engineering, rail transportation, automotive (e-commerce), FMCG, financial services
- 1994-1995 Rover Group Ltd, Birmingham, UK, part of MG F design team
- Leeds Metropolitan University, UK, B.A. (Hons.) Business Studies/Marketing
- Technical University Darmstadt, Industrial Engineering with Mechanical Engineering
- INSEAD Fontainebleau, France, MBA (Hons.) with distinction in marketing, finance, entrepreneurship
- Alpine tourer (in particular skiing tours, e.g. Manaslu 8163m), triathlon, cycling, finisher at Cape Epic 2011, Ötztaler Marathon
- Avid father (son *2013, daughter *2016)
Noreen Tausendfreund
My strength is to mould and redesign the scope for activity. In both my private and business life I live and love change and the opportunities change brings.
- Conflict coaching and mediation
- Consulting, training, process facilitation for communication culture, team building, employee motivation, vision focus, change management
- Systemic coaching (individuals, teams, groups)
- Diversity management and training
- Supervision and peer intervision
- Training and coaching of leaders and trainers
- Master of Mediation
- Diversity Trainer
- Process Facilitator
- Supervisor
- Systematic Coach
- Certified Marketing Manager
- International Administrative Management
- High school leavers certificate
- Languages: German, English, Chinese, Spanish
Christian Votava
Consulting means shaping the future together with the client.
- Shaping the digital transformation within customer service
- Establishing customer service as an organization´s knowledge-platform and creation of a frame for organizational learning
- Design of business model and services
- Realignment of service providers as drivers of innovation
- New hybrid forms of organizing work and next generation operating models
- Innovative organizational structures simultaneously enhancing the efficiency, flexibility and customer orientation of service operations
- Predictive and adaptive planning and controlling processes
- Financial advising models for direct banking
- Implementation of outsourcing and insourcing projects
- Interfacing service organizations with (internal and external) clients
- Creation and interim management of customer contact centers
- Since 2006 Teaching assignments at the University of Borås/Sweden with focus on Strategic & Marketing Management and Entrepreneurship
- Since 1996 Managing Director, Realise GmbH Strategic Consulting
- 1993 – 1996 Sales Manager Region Rhine/Main for Process Automation & Key Account Manager for the Chemical Industry, Siemens AG, Frankfurt
- 1992 – 1993 Marketing Manager Process Automation, Siemens AG, Karlsruhe
- 1988 – 1991 Export Manager Measuring & Control Systems Europe/ USA, Siemens AG, Karlsruhe
- 1986 – 1988 Assistant to the Management Board, Siemens AG, Karlsruhe
- 1984 – 1986 Product Manager Database Systems, Télésystèmes, Paris
- Executive MBA
- Guest Scientist at the “Centre National de la Recherche Scientifique” (CNRS), Paris / France
- Degree Chemistry and doctorate in theoretical and computer chemistry
- High school graduation at the European School (Brussels and Karlsruhe)
- Languages: German, English, French and Italian
Daniel Simon
Partner sought to spar with for optimised business processes?
I help you to reduce complexity, synchronise your (digital) processes and am your sparring partner for greater efficiency and reliability in your company.
- Target marketing expert
- Direct marketing across all channels
- Big data specialist
- Data Privacy (DE and EU)
- Corporate Development and Private Equity
- QUADRESS GmbH: Managing director and partner (since 2001)
- infraTest Digital Solutions GmbH: Managing director and partner
- DATATRUSTEE GmbH: Partner
- Degree in Logistics, Bochum University
- High school leavers certificate
- Languages: German, English, Turkish (basic knowledge)
- Talent Leadership | Talent development and leadership in sales and service
- Innovative sales and service strategies | Development and implementation
- Business Development | Development of new business areas
- Key Account Management | Development and maintenance of strategic customers
- Channel Management | Development of additional distribution channels
- Project Management | Digital transformation along the distribution channel
- Process Management | Sales Excellence | CRM | LEAN Management
- Change Management | Realignment of the sales force | Reengineering
- Business To Government | Development and maintenance of relations to state institutions and NGOs
- Business Coaching | Specialists and managers in sales and service| Training
- Interim Management | Division management | Project management
- Controlling | Financial and management controlling
- 2018 Founder | Talent Leadership ®
- Head of Sales Europe | Vice President | Fleischhacker GmbH & Co KG Distrikt Direktor | Healthcare | Philips GmbH
- Market DACH Sales Leader | Ultrasound | Philips Medizinsysteme GmbH
- Business Development Manager | Philips Medizinsysteme GmbH Assistant Business Controller | Controlling | Philips Semiconductors
- Revenue Planner | Logistics | Philips Semiconductors GmbH Officer | International Product Marketing | Philips Semiconductors
- Diplomkaufmann | University of Hamburg | Trade and Marketing
- Controller Certificate | Controller Akademie Feldafing and Bernried
- Industriekaufmann | Philips GmbH Hamburg
- Business Trainer – Coach – Change Management Consultant | mesh®Academy, Munich
Thomas Opheys
I implement, optimise and perfect workforce management with experience, analytics and innovation. For me, trust and customer orientation are the strongest pillars for success in projects and in day-to-day business. People experience me as factual-rational, cooperative, balanced, empathetic and efficiency fanatic.
Consulting, interim management, software tools and managed services in the contact centre specialist areas
- Budget modelling, planning and control
- Forecasting (focus on data, methodology, tool and team)
- Capacity management with innovative tools
- Workforce planning and WFM systems
- Intraday management / control of the operative business
- Performance management
- Outsourcing and service provider management
- More than 25 years of experience in the contact centre business
- Manager with up to 100 employees in leading positions
- Cross-industry knowledge with concrete experience in retail, media, service, technology and communication, as well as e-commerce
- Personal responsibility for budget and project management of large implementation projects in the field of ACD/routing, contact centre technology, outbound, IVR, etc. with project teams of up to 75 employees and project budgets of up to 15 million EUR
- Multiple responsibility for the development of new contact centre locations from the search for the region and the object to the implementation
- Responsibility for Amazon EU Workforce Planning and the development of a Global Control Centre in India
- Head of Business Performance Management at 1&1
- Head of Workforce Management at Arvato/Bertelsmann
- Head of Workforce Management and Customer Service BI at sky
- Head of Workforce Management at Quelle/Neckermann
- Degree in computer science
- English fluent, business fluent
- International management, leading intercultural teams
- French and Spanish: basic knowledge
- Specialist
- Family man level 3
Mark Riofrio
Driving positive change to your business through personal consulting.
“If you want change, then be the change…”
- Business development and optimization. Process architecture and innovation.
- Performance management and training of leaders in the organization.
- Quality and training management.
- Key account management.
- More than 15 years of experience in the Business Process Outsourcing Industry.
- Four years as Country Manager/ Managing Director of the Philippines offshore delivery center.
- Three years of international assignment as Key Account Senior Manager in Germany.
- Five years of experience in collections. Responsible for US and UK markets handling different portfolios. From origination, front-end/ back-end collections, bankruptcy, and debt recovery.
- Experienced in project management for outsourcing.
- Bachelor of Arts in Psychology from the University of the Philippines
- Mastered Certified Trainer
- Six Sigma
- Agile
- Life Coach
Oliver Straubel
My belief is that all the knowledge and competence of a company is not in the technologies used, but in the people who make up the company and its value. In my understanding, modern management, marketing and sales are holistic systems that should no longer be treated separately and, if necessary, can only be changed together.
Change manager with a focus on digitalisation and/or (re)positioning in marketing, sales and leadership.
In this context:
- Trainer / Lecturer / Coach
- Interim Manager for “Digital Routes”
- Strategic consultant and strategy developer
- Team developer and individual coach for specialists and managers
- (Re)motivation for sales and management teams
- since 2013 until today: Holism GmbH (formerly indialogum GmbH), Dortmund, Founder / GGF, Consultant, Trainer, Speaker, Lecturer, (Interim)Manager
- 2018 to date: MMA – Münchner Marketing Akademie, Munich, lecturer, trainer, consultant for digitalisation
- 2018 to date: DTA – Digitale Transformation Akademie, Dortmund, Founder, GGF, Lecturer, Trainer, Consultant for Digitalisation
- Previously worked for many years as a consultant and managing director of several companies.
- Many years of work as a lecturer for various further education institutions.
- Dipl. Betriebswirt, IWW, Hagen
- Psychologischer Berater, Hamburger Akademie für Fernstudien, Hamburg
- Fachwirt Dialogmarketing, Düsseldorf
- Business Coach und Trainer, V.I.E.L. und dvct, Hamburg
- Kaufmann, Höhere Handelsschule, Brilon
Ilona Weigand
From order to cash – Service is an attitude!
- Responsible for strategy and operational management of large B2C service units across the entire customer operations value chain
- Leading, qualifying & mentoring employees and managers to achieve best-of-class performance
- Integrating teams, shaping corporate change and developing new organisational structures through change management
- Planning and implementing new structures in the areas of organisation, leadership and process optimisation to improve performance
- Developing and implementing quality assurance measures
- Developing and implementing outsourcing strategies including the selection and management of external partners, conducting contract negotiations through to contract conclusion
- 2023 nominated for the Female Leadership Award of the German Call Centre Association
- 2021 – 2023 Head of Customer Service, Bruno Bader GmbH + Co KG, Pforzheim
Change of customer service to the nearshore area, conception and development of a new quality assurance concept - 2020 – 2021 Director Customer Service, home24, Berlin
Structural optimisation of the division incl. development of a separate quality management system with a focus on process improvements - 2015 – 2019 Managing Director Power Service, Cologne
Establishment and organisational, process-related and performance-related development of customer service for MediaMarkt and Saturn stores, e-commerce and the technical hotline - 2011 – 2014 Managing Director Customer Service, Weltbild publishing group, Augsburg
Member of the management, up to 220 employees internally and 600 employees externally with outsourcing partners, responsible for national customer management - 1992 – 2010 Various management tasks in the area of customer service and sales support, Vodafone GmbH, Düsseldorf
Process-related and organisational adaptation of the departments and areas responsible to a rapidly growing B2C mass business - 1986 – 1992 eismann Tiefkühl-Heimservice GmbH & Co KG, Mettmann
1980 – 1985 : Study of Oecotrophology,
Rheinische Friedrich-Wilhelms-University , Bonn
Degree: Dip. Oeco-troph.
Jan Wolff
CX enthusiast | passionate designer and optimiser
My passion and mission is to help organisations efficiently align customer service structures and processes to strengthen their market position, achieve growth and improve profitability.
- Development / review through to implementation and monitoring of the CX and customer service strategy to achieve a new level of service
- Analysis of strengths and weaknesses and efficient optimisation of current CX and customer service structures and processes
- Sustainable financial optimisation
- Analysis and optimisation of external partner set-ups and their performance
- (Interim) management / support for restructuring or necessary optimisations including accompanying change management
- Turnaround/crisis management as “task force” leader
- Sustainable project management
- Definition of implementation strategy for Lean Six Sigma as a philosophy and methodology
- Implementation of Lean Six Sigma training customised to the service industry (Champion, Yellow or Green Belt)
- Continuous mentoring to consolidate the knowledge from the training
- Management of complex optimisation projects
- Since 2024: Founder and owner of Compass Your Business and partner in the Schacht Consulting network
CX excellence / call centre optimisation, interim management, Six Sigma / CIP - 2021 – 2024: Managing Director, VP Operations, TELUS International Northern Europe
Management responsibility for 6 countries, their operations and EBITDA results, approx. 4,500 employees; >50 client accounts - 2019-2021: Head of Operations Domestic Germany, Teleperformance Germany:
Professional and disciplinary management of the 6 Germany site managers, the quality department and the workforce management team with overall responsibility for ~2000 employees - 2015 – 2019: Call Center Manager & Director Continuous Improvement, Teleperformance Germany
Management and optimisation of a location with ~530 employees - 2006 – 2014: Regional Quality Director / Six Sigma Master Black Belt, Sitel GmbH (now Foundever)
Responsible for the optimisation of client accounts at 13 international locations incl. training and management of 8 dedicated Lean Six Sigma resources - 2004 – 2006: Project Engineer Quality Management / Six Sigma Master Black Belt, BenQ Mobile GmbH & Co. OHG (previously Siemens Mobile)
- 2003 – 2004: Industrial Engineer – Dynamit Nobel Kunststoff GmbH
- 2000 – 2003: Process- & Process-Development-Engineer – 3M Deutschland GmbH
- Lean Six Sigma Master Black Belt, SOM GbR (05.2006)
- Lean Six Sigma Black Belt, Valeocon (09.2005)
- Dipl. Ing. Process Engineering, FH-Niederrhein Krefeld (04.2000)