Volker Kühn - Freelance IT Auditor and Consultant for Customer Service Processes

• Led 34 specialists in application management and software engineering
• Developed and ran 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 company processes of BwFPS, including mobile apps
• Supported the electrification of the Bundeswehr vehicle fleet
• Developed and operated cloud-based custom solutions
• Responsible for the security architecture of the entire IT landscape, following the IT security requirements of the Bundeswehr, BSI IT-Grundschutz, and critical infrastructures
• Secured terrestrial communication networks, mobile networks, IT middleware, and applications against cyberattacks
• Migrated the fleet management system to SAP S/4 Hana, achieving efficiency gains
• Developed a complexity index for the IT landscape and reduced it through retirement, modernization, and interface removal
• Used AI models to support procurement processes, knowledge management, and process simplification

• Led 400 employees across five departments responsible for production, delivery, and maintenance of IT systems and software
• Central IT management for the global Industry Services division of TÜV Nord AG
• Developed the IT strategy for the international Industry Services division
• Carried out SAP S/4 Hana migrations
• Process owner for all IT and administration processes in the division
• Reorganized administration into an omnichannel contact center
• Built a digital solutions unit for cloud-based systems
• Established digital tools for backend automation (robotics)
• Implemented artificial intelligence in customer communication
• Created a community for Microsoft Power Apps (no code/low code)
• Established the Microsoft Azure foundation to implement microservices

Freelance IT Auditor and Consultant for Customer Service Processes

• 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 operation (lead), TISAX information security in the automotive industry
• Consultant for customer service processes with a focus on contact centers, from software selection to go-live, staff training, negotiation and communication with labor partners, overflow concepts, outsourcing, nearshoring, offshoring

Portfolio:

• Building information security management systems (ISMS) for SMEs and corporations, across industries
• Acting as the information security officer (external control body) as per ISO 27001, across industries
• Introducing cloud-based contact center suites for SMEs up to corporations (requirements management, implementation, testing & acceptance, deployment)
• Using artificial intelligence in case management
• Setting up efficient and effective contact center intraday management
• Workforce planning and forecasting, including target vs. actual comparisons and variance analysis
• Optimizing organizational structures
• Developing and enhancing training programs in contact centers, including staff coaching

Clients:

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

• Personnel leadership of 100 specialists nationally and internationally
• Management of Customer Finance processes for fixed-line and mobile in the private and business customer markets
• Implementation of process automation and digitization
• Establishment of IT demand management and IT incident management
• Migration of processes to Slovakia, Romania, and the Czech Republic (nearshoring)
• Management of approximately 1 billion financial transactions annually for all Deutsche Telekom Group subsidiaries
• Consolidation of mass current accounts with a 20% cost saving
• Introduction of the Robotics efficiency program, reducing 200 FTE through RPA and AI
• Automated, AI-supported processing of advice processes with a 90% effort reduction
• Setup and operation of a contact center in Košice (Slovakia) for German business customers

• Steering the Customer Care sales for private and business customers in Germany via inbound and outbound telephony
• Implementation and technical operation of the contact center with 16,000 agents (internal and outsourcing partners) for all customer inquiries of Deutsche Telekom
• Implementation and further development of the IVR voice portal, call and workflow routing, and workforce management
• Establishment of innovation management in the area of contact centers (e.g., voice services, self-services)
• Transformation into a multichannel contact center across all media, including social media, with an attached sales channel eBusiness / eCommerce
• Campaign management to secure sales performance
• Management of the network of outsourcing partners based on price and conversion rate
• Development of the eBusiness sales channel within Customer Care sales, directing customers between the eBusiness platform and telephony marketing
• Management of front and back office fulfillment for eBusiness
• Management of the T-Com email channel
• Development of the customer relationship management solution (e-CRM) on a Siebel basis

Achievements:

• Annual revenue share of 6.5 billion euros
• Expansion of the sales performance of the Customer Care and eBusiness sales channels
• Over 75 percent of calls answered within 20 seconds
• Increased sales through the implementation of a two-tier handling process in the front office of T-Com's Customer Care organization
• Cost efficiency through sustainable reduction of returns
• Awarded Deutsche Telekom's customer service with the CCF Quality Award from the Call Center Forum (and the trade journal Teletalk)
• Finalist in the "European Business Award for Customer Focus" 2008 in Paris

• Developing the EURO strategy and designing the IT conversion strategy
• Providing consulting to the board and managing multiple projects
• Facilitating experience exchanges with European telecom companies

• Developing the KAMEDIN system to transmit radiology images over narrowband networks and perform 3D brain tumor analysis with AI
• Implementing the weather flight system for the German Weather Service for ARD broadcast
• Developing the Virtual Table VR device with 3D output, camera input, and voice/gesture control for EU research and integrating it into the USS Ronald Reagan surveillance system

• Research in the field of Graphical Interactive Systems