Jan Starken

- Leading Customer Service for Retail in Europe; Community Leader for 60+ staff - Leadership Coaching for Teamleads; development of leadership skills - Managing Operational Excellence in Customer Service: Customer Satisfaction, KPIs and Service Level Agreements - Stakeholder Management: Management of relationships between offshore Service Center and onshore Business units

- Managing Hyundai, Kia, Volvo Cars in Europe, Russia and Turkey - Business Development to estabish customer relationships - Sales Negotiations - Budget Management

- Management of structural Offer-to-Cash improvement projects for Global Key Accounts in Europe and Africa - Resolution of systemic Global Key Account issues to turnaround operational performance and enable business growth - Implementation of Customer Care teams for BeNeFrux, Germany, Russia and South Africa in Krakow and CapeTown - Definition of future business models to support longterm Global Key Account requirements

- Line Management for 3 staff - Support Customer Service Offshoring activities to Krakow for DACH - Setup Operational Excellence Operating Model between onshore and offshore for “business as usual” time - Run Customer Operations improvement initiatives - Manage the Krakow Operational Excellence (OE) team in Krakow, Poland - Run Operational Excellence Operating Model between onshore and offshore (building virtual stakeholder relationships)