Experience
Selected projects across enterprise rollouts, process consulting and user adoption.
20+ years of international experience
Project profiles
Selected projects
01
SAP S/4HANA Utilities Rollout
Since March 2026
Energy · Germany
Role: Educational Consultant & Learning Management
Context
SAP S/4HANA Utilities rollout in the energy sector.
My contribution
- Connect product owners and the authoring team to clarify, prioritize and structure process content for learning.
- Create and quality-assure training, video and knowledge-management materials.
- ​Design, publish and deliver blended learning, quick guides and delta training.
Tools: SAP S/4HANA Utilities · Jira · Confluence · Camtasia
02
Global CRM Rollout
February 2014 – October 2023
Healthcare · International
Role: Sub-project Lead, Consultant & Trainer
Context
International CRM and CPQ rollout in healthcare.
My contribution
- Developed and coordinated a global training concept including train-the-trainer.
- Delivered multilingual end-user training remotely and on site.
- Introduced WalkMe and microlearning, and used adoption rates, support tickets and usage data to monitor adoption.
Tools: Oracle Sales Cloud · Tacton CPQ · SAP · WalkMe
03
CRM & Customer Loyalty Programmes
November 2023 – December 2025
Energy · International
Role: CRM & Process Consultant
Context
Cross-functional CRM processes and customer loyalty programmes in the energy sector.
My contribution
- Developed and optimized cross-functional CRM processes and translated them into business requirements.
- Coordinated alignment between business teams, IT and product owners, including complaint handling and exception processes.
- Designed and delivered process-based training to support CRM use.
Tools: Salesforce · SAP IS-U · Jira · Confluence
04
AI/GPT Adoption & Change Management
November 2023 – December 2025
Energy · International
Role: AI/GPT Adoption Trainer & Change Manager | QAM
Context
AI/GPT adoption and change support in the energy sector.
My contribution
- Delivered GPT training incorporating ROI calculations and business cases.
- Developed prompt playbooks and use-case clinics.
- Evaluated learning and adoption through processing times and first-time-right measures.
Tools: Copilot · Custom GPT · Jira · Confluence · ServiceNow
05
Multi-Channel Contact Centre & Siebel CRM
October 2011 – August 2013
Energy · Germany
Role: Training Sub-project Lead
Context
Introduction of a multi-channel contact centre integrated with Siebel CRM.
My contribution
- Led training as sub-project lead and acted as the interface between the training team, operational implementation and IT.
- Planned and delivered training, onboarded new employees and provided training-on-the-job during go-live.
- Supported the introduction of cross-functional contact-centre processes and worked closely with IT and business teams during go-live.
Tools: Siebel · Cisco UCCE · SAP IS-U
Project dates and roles based on CV, June 2026.