energITix consulting

I am a consultant specializing in optimizing efficiency in Customer & IT Service Management. I review KPIs & SLAs, the 4 P ́s and teams and their structures to identify obstacles and tap to the full potential. As a professed generalist I draw from experiences in IT and Customer Services, transition management, consulting and counselling in many different branches. Creative input, discussions and workshops, to find exactly the idea that suits your business. Stringent process and IT Service Management according to ITIL®, ITSM for Customer Services and Marketing, Governance and Management of Enterprise IT w/ COBIT®, Change Management, Project Management w/ PRINCE2®. Years of experience in construction, planning, implementation and management of Call- / Contact- / Support- and Service-Centers, support in implementation of ITSM software, (v) ACD systems (IVR / Dialer), routing charts, controling ASPs, staff recruiting and training, you gain maximum Customer Satisfaction for an optimized Net Promoter Score. As a consultant with hands-on mentality, I see myself not merely as a service provider but as partner, from fire starter to fire drencher. I'm accustomed to lead project teams as well as being part of them. This helps saving time and money.