Service · Strategy · Technology
Senior Service Manager B2B with more than 20 years of experience in telecommunications, customer development and the optimization of complex service processes.
I combine strategic thinking with hands-on execution – for stable customer relationships, reliable services and processes that work in everyday operations.
My experience ranges from B2B sales and key account management to my current responsibility for demanding service and escalation processes. Customer orientation, analytical thinking and a willingness to apply new technologies sensibly help me along the way.
From a commercial foundation to strategic service responsibility.
Telefonica Germany GmbH & Co. OHG
Strategic support and development of selected enterprise customers. Responsibility for complex service processes, escalation management for major incidents, and KPI and SLA reporting at management level.
Telefonica Germany GmbH & Co. OHG
Hands-on support of business customers, analysis of customer requirements and support in incident and escalation management. Optimization of service and quality processes.
E-Plus Mobilfunk
Service responsibility for business customers with a focus on escalation and incident management.
E-Plus Mobilfunk
New customer acquisition, growth of existing customer relationships, advice on telecommunications solutions as well as contract negotiation and closing responsibility.
My drive comes from combining customer focus, process understanding and technical curiosity.
In business-customer care since 2005: from new customer acquisition in direct sales to strategic support of selected enterprise customers.
Responsibility for complex service processes and optimization of service and quality processes in the B2B environment.
In escalation and incident management for business customers since 2012, today including major incidents.
Strategic support and development of selected enterprise customers, building on experience in B2B sales (SME).
Reporting on key figures and service levels at management level, part of the responsibility for enterprise customers.
Optimization of service and quality processes; further training in data analytics and business intelligence (IBM, 2025).
Eight IBM certificates in generative AI (2025) and hands-on use in my own Rasurapp, an AI-assisted PWA.
IPMA – International Project Management Association
IBM, including Generative AI for Data Analysts, Generative AI for Business Intelligence (BI) Analysts, Generative AI Fundamentals, Prompt Engineering Basics
FOM University of Applied Sciences, Essen
Evening grammar school (Abendgymnasium), Essen
Küchen-Center Altmeier, Bottrop
My passion for classic wet shaving gave rise to Rasurapp: a bilingual, offline-capable PWA with a SOTD diary, inventory management, wiki, glossary and community links.
For me, vibe coding is the practical, AI-assisted path from an idea to a working application: sharpening requirements, building first prototypes, testing and developing them further with purpose. In doing so, I combine generative AI with product thinking and my own software development – for fast learning loops and solutions that deliver real everyday value.
Open Rasurapp ↗Ready for the next step?