About me
As a management consultant and interim manager, I am specialized in helping medium and large companies to optimize their sales and customer service operations.
With more than 20 years of professional experience as consultant, interim manager and line manager in renowned international companies, I possess the required seniority and sovereignty to manage complex and time critical projects, also in international context.
Professional experience, deep industry knowledge, analytical skills, pragmatism, customer orientation and implementation strengths are the key pillars of my successful working style.
As your partner, I will help you with the assessment of the as-is situation, the conception and evaluation of strategic options and - most importantly - with the timely implementation of the defined measures and strategies. My consulting approach is highly result-focused, and my working style based on closed partnership with my clients.
Vita
Since 2013: Geier Consulting
Management consultant and Interim Manager
Expert for outstanding customer service and with high affinity for sales-related topics
2000 - 2013: Deutsche Telekom AG, Bonn
Deutsche Telekom Kundenservice GmbH, Bonn: Vice President Channel Development Customer Service
Deutsche Telekom / T-Home, Bonn: Vice President Sales and Service Channel Strategy
T-Mobile International AG & Co. KG, Bonn: Vice President Group Strategy
Deutsche Telekom AG / Headquarter, Bonn: Senior Manager Corporate Strategy
1999 - 2000: Deloitte Consulting GmbH, Düsseldorf
Senior Consultant / Manager
1996 - 1998: CSC Ploenzke AG, Wiesbaden
Junior Consultant / Consultant
Education
Master of Science in Economics, Johann Wolfgang Goethe University, Frankfurt/Main
MBA, University of Koblenz/RheinAhrCampus Remagen
Certified Project Management Professional (PMP)
Certified Professional Scrum Master (PSM I)
Services
As a company, you deliver excellent and market leading products, you run a highly efficient production and a high-performance sales organization – but what about your customer service?
Most companies still underestimate the importance and the consequences of bad customer service on their long-term competitiveness and their survival on the market.
As an experienced and independent consultant, I will help your company to really differentiate in the market with outstanding customer service, to improve your market position and by this, to increase your company value. You will benefit from my expertise, my methodological competence and my professional experience. In addition, you can also benefit from my large network of experts and partners, allowing me to successfully deliver also larger projects.
Meet – or even better – exceed the service expectations of your demanding customers!
I will make your customer service convincing and efficient and by this, your real differentiator to your competitors.
ASICMA-Approach
Leveraging my proven ASICMA methodology, I usually structure my approach in 5 phases.
Service
Assessment
- Weak point analysis of customer contact points
- Evaluation of external perception
- Transparency on process quality with data / process mining approach
Strategy
- Definition of service strategy and goals in context of overall corporate strategy
- Definition of operating model
- Preparation of business Case and timeline for implementation
Implementation
- Project plan
- Specification of measures
- Project management & controlling
- Risk management
Change Management
- Preparation of change communication
- Conduct of stakeholder workshops
- Planning and conduct of roadshows
Monitoring & Adjustments
- Monitoring of implemented measures
- Identification of readjustment needs
- Specification & implementation of adjustments
