Dirk Roettger

Experience

• 

  Vodafone

  Aug 1999 - Sept 2007

  • Management of 36 contact center agents and 2 Team Coaches by leading with objectives and coaching for development• Operating the cell phone exchange service• Collaboration on the support for the new product Vodafone Zuhause • Responsible for creation and extension of the mobile network design for the Vodafone GSM and UMTS network• Vodafone representative in municipal meetings der Vodafone • In charge for graduates and trainees • Responsible for the regional team Berlin with canvasser, construction man-ager and network planner

  • Team Manager

    Mar 2006 - Sept 2007

  • Planungsingenieur Funknetz

    Aug 1999 - Feb 2006
• 

  Sony Electronics

  Oct 2007 - Dec 2012

  • Management of seven specialists by leading with objectives and coaching for developmentAdditional Task to the former responsibilities • Developing of a Service Marketing function and invent of Service Marketing strategies for premium services in Germany• Invent of premium Service products from the idea until launch and roll out of the European service marketing strategies in the German market • Responsible for premium service budget of €1 million for premium services in 2012 • Set up of a customer experience functions for former quality growth and de-crease costs • Set up of a support and assistance function for the customer service Show less • Management of 10 specialists by leading with objectives and coaching for de-velopmentPromotion and additional responsibilities• Recruitment and on- boarding of new employees• Management of the business and end consumer contact center• Co- sourcer management of the contact center partner • Consumer Service department cost controlling • Calculation and Controlling of the consumer service budget, revised budget, month end, quarter and full year closings • Responsible for the contact center and Consumer Service back-office budget of €1.2 million• Proxy of the Head of Consumer Service Show less

  • Manager Consumer Experience & Service Control

    Feb 2011 - Dec 2012

  • Manager Consumer Satisfaction, Service Admin & Control

    Oct 2007 - Jan 2011
• 

  Amazon

  Jan 2013 - now

  • Leading the Continuous Improvement Department for German, UK and Turkey Customer Service• Manager of six specialists in UK, TR and DE by leading with objectives and coaching for development• Yearly contact reduction up to 360k• Cost reduction of 10M $ with a structured Kaizen Event with four Lean SixSigma Kaizens projects in parallel related to waste reduction in contact handling• Process standardize and EU wide best practice sharing• Lead of the UK/DETR Leadership Steering Committee (LSC) Show less • Leading the Continious Process Improvement Department for the German Customer Service• Manager of four specialists by leading with objectives and coaching for development• Yearly contact reduction up to 360k• Cost reduction of 10M $ with a structured Kaizen Event with four Lean SixSigma Kaizens projects in parallel related to waste reduction in contact handling• Process standardize and EU wide best practice sharing• Lead of the site and country Leadership Steering Committee (LSC)• Member of the site Leadership team Show less • Lead of up to ten Team Manager by leading with objectives and coaching for development• Responsible for up to ten CS teams with up to 350 associates and Leads• Ensure the quality and productivity in the retail division• Continuous process improvement• Reducing the average handling time of online catalogue errors from 8.5 days to 4.8 days by defining a service level agreement and reporting.• Decreasing of small concessions by 50% by train the associates how to use small concessions by same customer satisfaction• Building and develop a Pre- und Aftersales Service for Germany with a sales increase of 150k € per year and estimated cost savings of 70k € per year• Re- organization of the Lead structure into Coaching- and Resolution Lead functions Show less

  • WW Continuous Improvement Sr. Manager

    Apr 2022 - now

  • Senior Continuous Improvement Manager EU Region & Amazon Global Store

    Mar 2021 - Jun 2022

  • EU CS Continuous Improvement Program Manager

    Feb 2020 - Feb 2021

  • UK/DE/TR Customer Service Process Improvement Manager

    Oct 2018 - Feb 2020

  • DE Customer Service Process Improvement Manager

    Oct 2014 - Sept 2018

  • Customer Service Operations Manager

    Jan 2013 - Sept 2014