FOR EXCELLENT COMPANY, CUSTOMER and EMPLOYEE SOLUTIONS
MY KNOWLEDGE & SKILL LEVELS
Director IT, Partner & Customer Service
Establish and develop the IT and service departments at Austria's most innovative manufacturer of sustainable cosmetic products and nutritional supplements.
Consulting projects for large corporations and medium-sized companies in the areas of strategy consulting, customer relationship management, process & project management and organizational development.
Senior Vice President Customer Relations
Responsible for service and sales targets + 550 employees. Merger of T-Mobile and UPC customer relations as part of Magenta merger project. Implementation of synergy potentials via digitalization of services, AI solutions and WhatsApp as a service channel. Planning and implementation of customer experience concepts. Optimization of outsourcing partners.
Vice President Customer Service
Responsible for service and sales targets + 220 employees. Development of a new service strategy as a differentiator in the telco industry. Innovative self-service solutions (chat, community) as part of an AI customer service platform (TINKA) and In-App Messaging solution. Implementation of a cloud-based CRM solution (Salesforce), an agile service organization and new mobile working concepts.
Country Manager Austria
UniCredit Direct Services
Successful performance of services and sales tasks for Hypovereinsbank in Germany and Bank Austria in Austria +200 employees. Implementation of direct sales strategies. Responsible for strategic and operational decisions in Austria. Development of a new performance measurement system.
Competence Manager Consumer & Head of Customer Care
Implementation of sales, contact and service strategies + 260 employees. Ensuring high-quality customer experience processes. Conception and development of a Balanced Scorecard system for the measurement of relevant goals and KPIs.
Head of Customer Relations & Complaints
Complaints management +23 employees. Merger of 3 departments (Austrian, Lauda & Tyrolean Airlines). Development of automated feedback solution system & innovative incentive systems (CairVoucher) for ad hoc solutions.
Head of Loyalty Programs & Care, Marketing Executive, Trainee
Lauda Air Luftfahrt AG
Responsible for Frequent Flyer programs, complaints, customer surveys & market research +17 employees. Development of a call center hotline & reservation system & complaints management system. Conceptual customer database design.
Economics & Business Adminstration
Special areas of expertise - Logistics & Transportation
Mag. Michael Kickinger
Tel: ++43 676 7878788