Welcome on the DDIM-Website of Gerald Pomper
Gerald Pomper
Senior Customer Service Manager - On Demand
Customer Experience is a crucial factor for sustainable growth and market differentiation
Contact data
gp-management e.U., Wien
Rudolf Havalagasse 6
A-2326 Maria Lanzendorf
gn.garzrtnanz-ct@erczbc.qynert A-2326 Maria Lanzendorf
https://www.gp-management.at/
- Telefon Mobile
- +43 6642859612
Social networks
Personal data
- Date of birth
- 23.07.1968 (Age:57)
Short profile
Intro
Thank you for visiting my profile!
- Do you strive for higher customer satisfaction?
- Do you want to optimize your service performance?
- Do you want to stand out from the competition with excellent service?
- Do you want to turn your service into a profitable business?
- Do you need transparency in financial and performance metrics?
- Do you need the support of an experienced change manager during challenging times of change?
- Interim Management
- Project Management
- Coaching | Mentoring
Experience overview
- Reorganization and Restructuring of Service Organizations
- Organizational Development
- Digitization of Processes
- Executive Coaching
- Key Performance Indicators Systems (KGI, KPI, OKR)
- Customer Experience
- Service Design Management
Tasks
- Digitization
- Cost Reduction
- Out-/Insourcing
- Change Management
- Restructuring / Reorganization, close to insolvency
- Kundendzufriedenheit, Customer Experience steigern
- Projektmanagement
- Transformation zu Service as a Business
Functions
- Operations
- Organization
- Customer Service Management
- Support Management
- Kundendienst
Role in the company
- 2nd Level / Division Management / Department Management
- Coach
- Consultant, Advisor
- Projekt Manager (Leitung)
- Staff function / Expert / Specialist
- Program Manager
- 3. und 4 Ebene
- Customer Service Controller
Industry experience
- Telecommunications
- Internet and Information Technology
- Services
- Electrical Engineering / Electronics
- Druckbranche Büro- und Produktionsumgebungen
Type of company
- Corporation / Group
- Medium-sized Enterprise
Regions (Regions where you have proven experience)
- Austria
- Belgium
- Germany
- Netherlands
Languages
- German (Mother tongue)
- English (Business fluent)
Special certificates and awards
- 2020: Global DX Leadership Program “Digital Disruption” (IMD-Switzerland)
- 2019: European Leadership Development Program (Obermann Consulting Cologne)
- 2013: ITIL Foundation (IT Infrastructure Library) (Global Knowledge)
Special skills
- Restrukturierung, Reorganisation, Transformation, Digitalisierung, Outsourcing, Insourcing
- Steigerung der Performance, Organisationsentwicklung, Changemanagement, Kennzahlensysteme
- Leadership, People Management, Wertschätzender Führungsstil, Führungskräftecoaching
- Zusammenführung von Service Abteilungen nach M&A | 700 MA |
- Transformation des Operating Models: über 7 Mio € Einsparung
- Restrukturierung: 20% Kostenreduktion
- Entwicklung des Performance-Managements: Erhöhung des NPS von 10 auf 30
- Zentralisierung von Remote Service Prozessen: Steigerung der First Time Fix Rate von 15% auf 35%.
- Etablierung von “Service as a Business”: Steigerung der Serviceumsätze um 1000% in 2 Jahren
- Insourcing eines Call Centers: Keine Kostenerhöhung
Work history (permanent employment)
11/2019 - 10/2024 Duration: 60 months
Head of Service & Support Germany and Austria
Konica Minolta Business Solutions
Konica Minolta Business Solutions
IT/Print Solutions & Service Provider
- City / place
- und Österreich
Remarks
- Division management with 700 employees in Austria and Germany
- Restructuring and und reorganization
- Performance management
- Budget and P&L management
- Customer experience management
- Development and maintenance of KPI systems
- Strategic and operational measures for performance enhancement
- Increase in professional service revenues
- Consolidation of service departments post-M&A
- Division management with 700 employees in Austria and Germany
- Restructuring and und reorganization
- Performance management
- Budget and P&L management
- Customer experience management
- Development and maintenance of KPI systems
- Strategic and operational measures for performance enhancement
- Increase in professional service revenues
- Consolidation of service departments post-M&A
08/2015 - 10/2019 Duration: 51 months
Head of Service & Support Cluster West-Europe
Konica Minolta Business Solutions
Konica Minolta Business Solutions
IT/Print Solutions & Service Provider
- City / place
- Österreich, Belgien, Holland
Remarks
- Division management with 1200 employees
- Process improvements through the development and implementation of European and country-specific strategies
- Performance enhancement and simplification of international service processes
- Integration of international support teams through harmonization and process digitization
- Division management with 1200 employees
- Process improvements through the development and implementation of European and country-specific strategies
- Performance enhancement and simplification of international service processes
- Integration of international support teams through harmonization and process digitization
05/2009 - 07/2015 Duration: 75 months
Head of Service & Support Austria
Konica Minolta Business Solutions
Konica Minolta Business Solutions
IT/Print Solutions & Service Provider
- City / place
- Österreich
Remarks
- Division management with 170 employees
- Cost reduction
- Reorganization of the 'Service & Support' department
- Strategic 'make-or-buy' decisions (outsourcing vs. insourcing)
- Focus on customer satisfaction
- Division management with 170 employees
- Cost reduction
- Reorganization of the 'Service & Support' department
- Strategic 'make-or-buy' decisions (outsourcing vs. insourcing)
- Focus on customer satisfaction
04/2007 - 04/2009 Duration: 25 months
Country Service Manager Austria
Inform GmbH - Raiffeisen Informatik Group
Inform GmbH - Raiffeisen Informatik Group
IT Service Provider
- City / place
- Vienna
Remarks
Development of an international Service Partner Network (DE, HR, SI, PL, RO, BG, SK, CZ).
Development of an international Service Partner Network (DE, HR, SI, PL, RO, BG, SK, CZ).
11/2004 - 01/2007 Duration: 27 months
Country Services Manager Austria
AVAYA Austria GmbH
AVAYA Austria GmbH
Delivery and Support of Telekommunikation Systems
- City / place
- Vienna
Remarks
- Profit center responsibility for 105 employees
- Quality manager for AVAYA Austria GmbH
- Company representative at the Association of the Electrical and Electronics Industry
- Profit center responsibility for 105 employees
- Quality manager for AVAYA Austria GmbH
- Company representative at the Association of the Electrical and Electronics Industry
05/1995 - 10/2004 Duration: 114 months
Various Sales and Service Management Positions
AVAYA Austria GmbH
AVAYA Austria GmbH
Delivery and Support of Telekommunikation Systems
- City / place
- Vienna
Education
03/2007
- 12/2009
Entrepreneurship & Innovation Management (Professional MBA)
Donau-Universität Krems
Donau-Universität Krems
Notes / specifics
Thesis: Business Plan Development
Thesis: Business Plan Development
10/1988
- 12/1994
Sport Sciences and Sports-Management (Magister)
Universität Wien und WU-Wien
Universität Wien und WU-Wien
Notes / specifics
Universitätsabschluss: Magister
Thesis: Tourismus-Management am Beispiel der „pre-opening“ Phase der Therme Lutzmannsburg-Frankenau unter besonderer Berücksichtigung des Personalmanagements.
Universitätsabschluss: Magister
Thesis: Tourismus-Management am Beispiel der „pre-opening“ Phase der Therme Lutzmannsburg-Frankenau unter besonderer Berücksichtigung des Personalmanagements.
09/1982
- 06/1987
Nachrichtentechnik und Elektronik (Ingenieur)
Höhere Technische Busndeslehranstalt
Höhere Technische Busndeslehranstalt
08/2020
- 10/2024
Gewerberechtlicher Geschäftsführer bei Konica Minolta Business Solutions Austria GmbH
04/2019
- 09/2022
Mitglied des Aufsichtsrates bei Konica Minolta Business Solutions Germany GmbH
03/2017
- 04/2019
Mitglied des Beirats bei Konica Minolta IT Solutions Germany GmbH
11/2004
- 01/2007
Gewerberechtlicher Geschäftsführer bei AVAYA Austria GmbH
Documents and files
376.84 KB
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