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Roland Borek

Problem solver - customer manager - customer reader

from 01.10.2024
Interim Manager since: 02/2021
Update: 24.09.2024

Contact data

Roland Borek Interim Management & Consulting, Hamburg

Kramerkoppel 29
D-22041 Hamburg
rq.erurgferiarqahx-erq@oe

Telefon Mobile
+49 15117674473

Social networks

Personal data

Date of birth
04.11.1967 (Age:57)

Short profile

Intro
Welcome! I am an expert for excellent customer service. For me, customer service is more than numbers and processes. Where others deal with customer issues, I am creating an excellent customer experience throughout. My focus is build, optimize and lead customer service departments of mid-size companies and the implementation of suitable technical hard- and software such as CRM or CTI. Also I have a successful experience in merging departments after merger or acquisition.
Experience overview
  • Customer service manager
  • process optimization
  • Long experience leading teams in CS
  • Project manager (Prince II)
  • Problem solver
  • Hands-on-menthality
  • Enthusiastic and empathic leader
Tasks
  • Process Optimization
  • Merger & Acquisition
  • Coaching / Personnel Development
  • Business Development
  • Project Management
Functions
Kundenservice / Customer Service
Role in the company
  • 1st Level / Executive Board / Management
  • 2nd Level / Division Management / Department Management
  • Projekt Manager (Leitung)
Industry experience
  • Trade
  • Public Administration
Informationsmanagement
Type of company
  • Authorities
  • Medium-sized Enterprise
  • Corporation / Group
Regions (Regions where you have proven experience)
  • Europe (EU)
Languages
  • German (Mother tongue)
  • English (Business fluent)
  • French (Basic knowledge)
Special certificates and awards
Prince II Practitioner
Special skills
Konsequente Zielorientierung
Führungsstärke und hohe soziale Kompetenz
Begeisterungsfähigkeit und Überzeugungskraft
Ausgeprägte Hands-on Mentalität
Kommunikation auf allen Ebenen

Work history (permanent employment)


Public entity health services

City / place
München
Remarks
Operative and disciplinary responsibility
 Helpdesk
 Second Level Support-Team
 Site administrator in sites across Bavaria
 Optimization of ticket process
 Mitarbeitermotivation und Mitarbeiterentwicklung
 Verbesserung des Usererlebnisses
 Leitung interner Projekte
 Einführung von KPI’s zur Steuerung des Teams und der Prozesse

World leading supplier information management

City / place
Hamburg
Remarks
Member senior management
Operative and disciplinary responsibility:
- Team customer service
- Contract management
- Tender management
- Sales support
- Post merger integration projects
- Strategic pricing
- Project management
Employees: 20

Supplier secure document destruction and information management

City / place
Hamburg
Remarks
Operative und disziplinarische Verantwortung
- Team customer Service
- Marketing
- Pricing strategy
- Revenue and budget responsibility for small and medium customers
Employees: 15

World leading mail order company

City / place
Hamburg
Remarks
Operative responsibility:
- Analysis and board reporting of all the company's customer contacts
- Coaching and training employees of call centers
- Initiating and management of improvement initiatives
Employees: 0

Education


Documents and files

1.61 MB
Zeugnis

PRINCE II Zertifikat - Projektmanagement

662.57 KB
CV

Kurzprofil Roland Borek, Schwerpunkte und Kompetenzen

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