Helge Brauer Email Address

Customer Care Management

Medion AG is a German consumer electronics company owned by Lenovo.

I started to work for MEDION in 1999 and I am managing our customer care center since 2005. This includes the following aspects (MEDION/LENOVO): - reporting to and representing the managing director - international management of inhouse and external call center activities - service management / KPI fulfilment - teamworking with international service manager - an interface to other departments along our value-added-chain - international project management - managing vocational education/trainees (organisation and personal) - foreign experiences due to many operations Activities: - directly leading approx. 70 employees and 5 team managers - indirectly leading approx. 250 employees und 12 team managersr (directive) - cost centre planning within call center - organisational management for up to 24 trainees (vocational training) - being responsible for daily business incl. external provider usage - interface to own international call, repair and logistic provider - steering of internal processes - setting up wordings and orders for cc agents - billing and controlling of external provider - experiences in projects for SAP R/3+CIC/CRM, cost centres, incentive and salary systems, VoIP, content i.e. prepaid channel for mobile phones - experiences in doing assessment centern - experiences in working with workers councils - ensuring that organisational changes are done - doing staff appraisals