Roland Ruf

Consulting, Interims Management, Project Management and Business Development in the area of Customer Service, Telesales / Telemarketing, Call Center, Contact Center. Supporting our clients at digitalization projects, Customer Experience Management, Workforce Management, Quality Management, Analytics, Performance Management and all other topics of a Contact Center

Regional service responsibility at NICE Systems for Germany, Austria and Switzerland and other regions (From 2007-2010 the Balkans and since 2013 Netherlands, Nordics, Eastern European Union) for the Enterprise portfolio (Applications like Call recording, Quality Management, Workforce Management and Interaction Analytics for Banks and Call centers). Core responsibilities: Professional Service: o project delivery including project management, installation and training of software applications for call centers, bank, public safety market and back offices o Revenue responsibility o Technical Consultancy Customer experience o Client relationship management o Service partner management o Escalation management Support o Managing Field Support o Cooperating with and steering Customer Support Department o Managing KPI's (response time, onsite time etc.) Management of a service delivery department with 15 employees (project managers, engineers, trainers) and various subcontractors Sales Support and Service Sales incl. Sales of Service Contracts

At Dictaphone I was working as Senior Field Engineer in Speech recording, and Dictation Workflow in close cooperation with the responsible R&D teams