Volker Kühn

• Led 34 experts in application management and software engineering
• Developed and operated fleet management for 45,000 vehicles for the German Armed Forces using SAP R/3 and SAP S/4 Hana modules
• Provided and enhanced software for rental and leasing business as well as mapping all business processes of BwFPS, including mobile apps
• Supported the electrification of the German Armed Forces vehicle fleet
• Developed and operated cloud-based custom solutions
• Responsible for the security architecture of the entire IT landscape, meeting the IT security requirements of the German Armed Forces, BSI IT Baseline Protection, and critical infrastructures
• Secured terrestrial communication networks, mobile networks, IT middleware, and applications against cyber attacks
• Migrated fleet management to SAP S/4 Hana, achieving efficiency gains
• Developed a complexity index for the IT landscape and reduced it through retirement, modernization, and interface simplification
• Used AI models to support procurement processes, knowledge management, and process simplification

• Led 400 employees across five departments for producing, delivering, and maintaining IT systems and software
• Managed central IT for the global Industry Services business unit of TÜV Nord AG
• Developed the IT strategy for the international Industry Services business unit
• Executed SAP S/4 Hana migrations
• Owned all IT and administration processes in the business unit
• Reorganized administration into an omnichannel contact center
• Built a Digital Solutions unit for cloud-based systems
• Introduced digital tools for backend automation (robotics)
• Implemented artificial intelligence in customer communications
• Established a community for Microsoft Power Apps (no-code/low-code)
• Built the Microsoft Azure foundation to deploy microservices

Freelance IT Auditor and Customer Service Process Consultant

• Freelance IT Auditor for ISO 27001 information security (Lead), ISO 27017/18 cloud infrastructures, BSI Act §8a critical infrastructures (Lead), ISO 22237 data center setup and operations (Lead), TISAX information security in the automotive industry
• Consultant for customer service processes focusing on contact centers, from software selection to go-live, employee training, negotiation and communication with labor representatives, overflow concepts, outsourcing, nearshoring, offshoring

Portfolio:

• Implementation of information security management systems (ISMS) for mid-sized companies and corporations, across industries
• Function as an external information security officer (ISO 27001) across industries
• Introduction of cloud-based contact center suites for mid-sized to large companies (requirements management, implementation, testing & acceptance, deployment)
• Use of artificial intelligence in case management
• Development of efficient and effective intraday contact center control
• Workforce planning and forecasting including target vs. actual comparisons and variance analysis
• Optimization of organizational structures
• Development and enhancement of training programs in contact centers, including staff coaching

Clients:

• Insurance: full-service insurers, insurance service providers
• BPOs: call center operators for business process outsourcing
• Healthcare: university hospitals and clinics, health insurance companies
• IT: cloud-based IT service providers, software vendors, system integrators, electronic component manufacturers
• Manufacturing: system providers for the food, beverage, and pharmaceutical industries, metallurgical companies
• Consulting firms: management consultancies, data protection, IT security, and IT forensics consultants

• Leading 100 experts nationally and internationally
• Managing processes of Customer Finance for fixed network and mobile in the private and business customer market
• Implementing process automation and digitization
• Building IT Demand Management and IT Incident Management
• Migrating processes to Slovakia, Romania, and the Czech Republic (nearshoring)
• Managing about 1 billion financial transactions annually for all Deutsche Telekom Group country subsidiaries
• Consolidating mass current accounts with 20% cost savings
• Introducing the Robotics efficiency program with a reduction of 200 FTE through RPA and AI
• Automated, AI-supported handling of advice processes with 90% effort reduction
• Setting up and operating a contact center in Košice (Slovakia) for German business customers

• Managing customer care sales for private and business customers in Germany via inbound and outbound telephony
• Implementing and technically operating the contact center with 16,000 agents (internal and outsource partners) for all customer inquiries of Deutsche Telekom
• Implementing and further developing the IVR VC voice portal, call and workflow routing, and workforce management
• Establishing innovation management in contact centers (e.g., voice services, self-services)
• Transforming into a multichannel contact center across all media including social media with an attached sales channel for eBusiness / eCommerce
• Managing campaigns to ensure sales performance
• Controlling the network of outsource partners by price and conversion rate
• Building the eBusiness sales channel in customer care sales, guiding customers between the eBusiness platform and telephony sales
• Managing fulfillment front and back office for eBusiness
• Managing the T-Com email channel
• Implementing the customer relationship management solution (e-CRM) based on Siebel

Achievements:

• Annual revenue share of 6.5 billion euros
• Increased sales performance of customer care and eBusiness channels
• Over 75% of calls answered within 20 seconds
• Sales increase by implementing a two-tier handling process in the front office of T-Com's customer care organization
• Cost efficiency through sustainable reduction of returns
• Deutsche Telekom's customer service awarded the CCF Quality Award by Call Center Forum (and Teletalk magazine).
• Finalist "European Business Award for Customer Focus" 2008 in Paris

• Development of the EURO strategy and design of the IT conversion strategy
• Consulting for the Executive Board and multi-project management
• Facilitating experience exchange with European telecommunications companies

• Development of the KAMEDIN IT system for transmitting radiological images over low-bandwidth networks and AI-based 3D brain tumor analysis
• Implementation of the weather flight system for the German Weather Service for ARD broadcast
• Development of the Virtual Table VR device with 3D output, camera input, and voice/gesture control for EU research and integration into the USS Ronald Reagan monitoring system

• Research in the field of Graphical Interactive Systems