Complaint Management Experts in Germany

• Monitor supplier performance, including KPI analysis and follow-up on actions
• Conduct supplier assessments & risk analyses
• Plan and conduct supplier and process audits (VDA 6.3, ISO 9001)
• Develop supplier-related processes and incoming goods strategies
• Support PPAP approvals, sampling, and initial sample inspections
• Analyze quality deviations and launch sustainable CAPA measures
• Prepare reports and analyses for management and customers
• Guide new suppliers through a structured onboarding process

• Advising on and selecting voice systems based on requirements, integration, data protection and cost
• Designing call guides, knowledge bases and handover to employees
• Test planning, call analysis and optimization of existing solutions

Assignment focus: Leading digital restructuring in a highly regulated Defence and Aerospace environment. Focus areas: improving data flows and data quality, introducing paperless data collection in production, integrating machine data for automatic SPC calculation and process control, as well as cybersecurity analyses.

Main objectives:

• Analyze, structure and improve data flows and data quality in production
• Introduce paperless data collection in manufacturing areas
• Integrate machine data for automatic SPC data calculation and process control
• Implement digital restructuring while meeting regulatory requirements in the Defence environment

Measures and results:

• Analyzed and structured existing production data flows as a basis for control and reporting
• Established mechanisms to ensure data quality and availability across manufacturing areas
• Introduced paperless data collection in production — replacing manual and paper-based processes
• Integrated machine data for automatic SPC data calculation (control charts, Cp/Cpk) and real-time process control
• Conducted cybersecurity analyses in the production and IT environments

Area of responsibility: Project management for digital restructuring, paperless production, data management and data quality in a highly regulated Defence and Aerospace environment.

• Supported monthly and annual closing activities
• Checked incoming invoices for formal and factual accuracy
• Posted incoming invoices
• Contact person for internal departments on accounting matters
• Created and maintained vendor master data
• Processed open items
• Took on additional accounting-related special tasks
• Managed the functional mailbox
• Performed payment runs

Training and knowledge transfer – Accounts Payable:

In addition to the tasks above, I was responsible for training and transferring knowledge to 8 employees of an external service provider in India who took over the accounts payable activities:

• Conducted structured training and practical guidance throughout the accounts payable process
• Trained employees in checking and posting incoming invoices, including formal and factual checks
• Taught vendor master data maintenance, open-item processing and payment runs
• Trained employees in using the functional mailbox and communicating effectively with internal departments
• Explained accounting procedures, controls and company-specific accounts payable requirements
• Conducted “Training on the Job” using practical posting cases and real business transactions
• Supported the team in independently carrying out accounts payable processes and resolving accounting questions
• Checked the quality and accuracy of work results and provided continuous feedback and coaching
• Supported the transfer of accounts payable processes to the external service provider and ensured structured knowledge transfer and an orderly handover
• Supported a smooth transition by documenting processes, clarifying responsibilities and ensuring consistent application of accounting requirements

Software: JDE, ELO, SAP Concur

Programming custom indicators with ProBuilder (for the ProRealTime platform)

6 months at RCP - Rabe Academy (basics - trading account - TWS Interactive Brokers) Focus: ETH price history - NVIDIA stock (NASDAQ and CBOE)

• 500 hours total (TradingView & ProRealTime), including approx. 1,500 hours of tick data analysis using ProRealTime

Systematic market analysis, development of custom indicators, pattern recognition.

Managing Director | Omnia Kassel UG

Corporate management, international business development, technology and innovation management

• Corporate management and international business development: Strategic and operational management of a technology-oriented consulting company. International B2B business development, development of new business areas, and establishment and maintenance of industrial, technology, and procurement partnerships.

• Technology and innovation management: Identification and evaluation of new technologies with regard to technical feasibility, commercial potential, and practical applications. Development of innovative business models, technology transfer, and support for demanding innovation projects.

• Development and project management: Design, planning, and management of technical development, procurement, and customer projects. Technical specifications, international supplier selection, coordination of external development partners, and evaluation and implementation of customer-specific solutions.

• AI research, systems development, and technology evaluation: Early recognition of the fundamental technological change brought about by generative AI. For around four years, self-initiated, almost daily intensive research, development, and testing work with leading language models, multimodal AI systems, and different model generations. Independent design and testing of around 200 complex AI workflows, multi-agent methods, and book, proposal, and evaluation agents.

• AI-supported customer projects and multimodal production: Practical implementation of proprietary and confidential customer assignments in technical design, project development, proposal preparation, specialist texts, and comprehensive documentation. Development and production of texts, images, animations, videos, speech, and avatar applications. A total of around 750 productive work results from various AI-supported projects.

• AI quality assurance, process development, and efficiency improvement: Development of multi-stage, cross-model testing and correction procedures with source comparison, independent review, and systematic error analysis. In own task-specific comparative measurements, reduced selected processing times from eight hours to one hour and improved measured accuracy from about 95 % to up to 99 %. Transfer of the findings into productive work processes and commercially usable customer solutions.

Project-based activity and availability: The entrepreneurial activities are organized on a project basis and are not connected with permanent full-time operational utilization. Therefore, there is substantial time available for external consulting, development, and management assignments, including projects with a high workload.

• Process management, project management
• Business process modeling for market-to-order and order-to-cash
• Replacement of an existing CRM system
• Salesforce energy & utilities cloud, Aurea CRM, SAP-Signavio, iGrafx

• Workflow automation
• Process management
• Scrum Master
• Introduction of new office processes at regional and global level
• Project assistance in ISO 9001, 13485 and 17025 projects

• Responsibility & Strategy: Global supplier qualification for an international company in the certified consumer goods sector – fully remote and independently managed.
• Core Activity: Supplier research and outreach (over 150 contacts in the EU, Asia and the USA), NDA negotiations and development of a structured supplier database based on relevant product and sustainability standards.
• Notable Achievement: Built the supplier base from scratch, placed series inquiries and independently organized and led supplier meetings – ready for series production within a short period of time.

Mandate/Responsibilities Complete transformation of a historically evolved, inefficient service organisation into a modern, AI-powered, scalable customer experience unit for two brands.

• Design and implementation of a 5-tier organisational model (AI automation, external front office, bridge team, expert back office, strategic interfaces)
• Development of mentoring programmes, a role matrix and HR master plan for 2026
• Full ownership of the AI strategy: architecture, vendor decisions, licence negotiations, ROI measurement
• Implementation and operational management of AI bot infrastructure (Amira, Copilot, AI Agents)
• Establishment of the Wisebase (Zendesk Knowledge Base) as the single source of truth, serving as the foundation for AI agents and scalability
• System transformation: from Outlook to Zendesk, including process design, skill-based routing and reporting
• Introduction of a 6-KPI system: ticket deflection rate, FRT, FCR, knowledge quality index, backlog ratio, CSAT
• Design of the Service Transformation 2026, including a make-or-buy analysis, vendor comparison and outsourcing roadmap
• Introduction of customer-focused goodwill policies as a measurable cultural shift
• Development of a 3-year digital agenda with a focus on automation and customer retention

Key Achievements

• Team expansion: 7→17 staff through targeted recruitment focusing on a digital mindset
• Backlog reduction: From months to ⌀ 14 days
• Response time: From days to 3 hours
• System migration: Outlook→Zendesk successfully completed
• Processing thousands of tickets in the backlog

Built and drove the implementation of an ISO 13485-aligned quality management system for a newly established medical-device manufacturer developing products for leading OEM customers. Led RA/QA strategy, QMS architecture, design-control setup, supplier-...

• Independent accounts receivable and accounts payable accounting, including posting all incoming and outgoing payments
• Preparing customer invoices and monitoring open items and dunning
• Preparing and creating monthly and annual financial statements under HGB
• Preparing VAT returns and working with tax advisors and the tax office
• Preliminary payroll accounting
• HR administration including recruiting, applicant management, and conducting job interviews
• Preparing reports and business analyses for management
• Handling complaints and clarifying accounting issues

• Preparation of medical templates according to ISO 13485:2016 and GMP / MDR.
• Design Qualification (DQ).
• Validation Plan (VP).
• Preparation of PFMEA / FMEA.
• Installation Qualification (IQ).
• Operational Qualification (OQ).
• Performance Qualification (PQ).
• Final Report (AB).

Strategic management of daily operations to ensure smooth processes in high-level customer service.

• Implementation and monitoring of performance KPIs to increase operational efficiency.
• Advising clients on optimizing their service workflows and customer journey.