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Henning Ahlert

Henning Ahlert

Henning Ahlert, (1969) is a Managing Partner of junokai GmbH.


After completing his Business Administration studies, he initially worked at EDS Electronic Data Systems in Rüsselsheim, Germany and Plano, Texas, USA in 1994. After working in the Strategical Planning Department and as an Assistant to the CEO, he developed the Customer Care Services business for EDS in Germany. He gained extensive experience on consulting projects, while developing customer care systems and from setting up, operating managing call centers.


In 2000 he began working at the management consultancy CMC, where he supported sales for Deutsche Telekom’s first broadband cable regions to investors. He contributed here to reorganizing customer service activities and locations in the German federal states of North Rhine-Westphalia and Baden-Wurttemberg.


A stint as a consultant resulted in his joining Kabel Deutschland as the Director for Customer Service & Telesales where he was responsible for all business and technical customer service activities in own and external call centers and in and outbound telesales activities.


In 2007 he moved to the Board of Directors of 1&1 Internet AG, where he was responsible as COO for Operations/Customer Care. In this role he was responsible for approximately 2,500 employees in internal service centers worldwide and also about 5,000 employees with external service providers. Supporting all product areas of 1&1, Access (DSL and mobile internet), Applications (Webhosting) and Web Services (Free and Pay mail customers) belonged to his area of responsibilities in 12 countries for more than six years. Henning Ahlert was accountable for all customer-related service activities in the internal and external service centers, telesales, the logistics center and for fraud and abuse management. In addition, he led the HR department ad interim for 8 months.


Henning Ahlert has excellent detailed knowledge in many areas of customer care as well as experience managing customer service units at top management levels.


Further details about his concrete projects/responsibilities are available upon request!


Jonas Leismann

Jonas Leismann

Jonas Leismann (1972) has been supporting the junokai GmbH management team as an associate partner since 1 February 2018. The social scientist and business administration graduate brings over 20 years of experience in outsourcing customer management processes. Most recently, he was responsible for sales and strategic key accounts in customer management at Capita Europe, one of the largest business process outsourcing companies in Europe. At junokai, Mr. Leismann supports business development, projects and customer relationships at a senior level.


Further details about his concrete projects/responsibilities are available upon request!


Carlos Carvalho

Carlos Carvalho

Carlos Carvalho (1972) began his career at SiTEL GmbH in 1998 where, after taking over several leadership functions, he became responsible for quality and process analysis and also for all implementations in Germany. From here he moved to SiTEL Consulting in London to encompass and execute international consultancy projects.


In 2001 Carlos Carvalho moved to Philips Akademie in Hamburg to consult international corporations with regard to process and quality management as a consultant and trainer.

After this, he took over the responsibility as ComCenter Manager for Walterservices in Hamburg and was responsible for 250 employees.


At the end of 2004 he moved to eBay to become Manager EU Phone support. He developed European call centre activities including qualitative measures and the setup of additional live contact channels. He was also responsible as employer representative in works council negotiations with regard to performance management, for improving this area continuously.

After this, Carlos Carvalho took over the function of Key Account Manager HSE24 at Quelle.Contact and also continued this function also for its legal successor at Walterservices with responsibility for 1,000 employees at 7 sites. Additionally, he took over the interim management of one contact centre.


After several positions as Head of CS at Zalando, 1&1 and BILD KG with focus on change management processes within customer service organizations, he joined junokai in July 2016.

Here he can bring in his diverse experiences in change management processes, project optimization and operational challenges in national and international customer service environments and organizations.


He has in-depth knowledge of (customer) service design and continuous process improvement setup in the areas of eCommerce, Online Services and strengthening customer service integration with the respective product units.


Further details about his concrete projects/responsibilities are available upon request!


Roman Bodammer

Roman Bodammer

Roman Bodammer (1985) joined junokai as a consultant in March 2019.


He has a 12+ years track record within Customer Experience and Customer Service in leading positions and as a consultant on international projects for global companies in finance/online-payment, IT & technology, FMCG, and fashion eCommerce.


On an international Microsoft BPO project, he was the responsible manager for hitting KPIs and quality management. Hereby, his division was named Top-Performance division in EMEA several years in a row. Hereafter he was responsible for onboarding and scaling of a BPO project for Zalando Customer Service and building and leading a Fraud department for PayPal Israel.


Roman Bodammer built and led Service and Live Operations as Head of Customer Service for Deliveroo in GSA.


As a consultant and interim manager in the areas Customer Service and CRM, he supports start-ups and SMB in setup and strategic direction of customer-facing divisions with focus on strategic planning and process design, as well as change management.


Further details about his concrete projects/responsibilities are available upon request!


Michael Fürst

Michael Fürst

Michael Fürst joined the junokai team as a consultant in August 2019.


After starting his career as a trainer and consultant, he gained more than 22 years of experience in various customer service organizations.


After his studies he started as a partner in a consultancy. There he focused on training in the areas of customer service, sales and distribution.


After working as an employee in sales for TAS in Puchheim, he set up the first call center for bps GmbH in Deggendorf. After a change to the health insurance company „Die Schwenninger“ he was entrusted with the construction and operation of a central customer centre.


Michael Fürst managed a customer centre in Hamburg for the service provider walter services. He designed the outsourcing projects for demanding customers from sectors such as statutory health insurance, a technology provider for booking systems and manufacturers of navigation technology as well as a leading Hamburg manufacturer in the field of FMCG products.


He also gained several years of experience as an executive in business development and e-commerce for a German fine paper wholesaler.


Over the years, Michael Fürst has developed a high level of competence in process analysis and optimization in his various professional positions.


Michael Fürst is certified as Six Sigma Black Belt, QMB and Lean Manager.


Further details about his concrete projects/responsibilities are available upon request!


Gerhard Klose

Gerhard Klose

Gerhard Klose (born 1970) has been Senior Consultant within the junokai team since January 2018. He has more than 20 years of experience in customer care and has excellent detailed knowledge in all the important aspects of this industry. He has many years of experience managing large customer service units and entire locations at the directorate and executive level. After studying automotive engineering at the University of Applied Sciences in Munich, in 1997 he gained his first experience in customer service at the renowned TAS Telemarketing in Munich, as an agent for Microsoft business customer support. In the following years until 1999, he went through the classic first career steps as a team leader, coach and project manager from scratch. At the end of 1999, he moved to the Microsoft Communication Center, founded by TAS Telemarketing and EDS. There, he helped design more than 200 employees operationally and strategically – first as Campaign Manager In- and Outbound. Later, he was responsible for all processes and quality management as the manager of human resources development. In 2003, he joined OSP twenty4help as director of one of the company’s largest customer accounts. In this position he was responsible for several hundred employees at three international operational sites in four languages. He was responsible for the successful certification of his accounts according to both ISO 9001: 2000 and COPC. He won and implemented a new major customer in the German and British markets. At the beginning of 2007, he moved to D + S Europe as site manager and took over the Parchim site.


The 400 employees at the site were working for various major customers in the telecom industry as well as for a large publishing house. He successfully certified the site to QMCC and extended the outbound area of the site by 100%. In mid-2008, the Management Board of 1 & 1 appointed him Managing Director and Site Manager of the In-house Service site in Karlsruhe. With 500 employees, he was responsible for the services of the areas applications (web hosting), portals (free and pay-mail customers of GMX and Web.de) and Maxdome. He improved customer satisfaction in web hosting by 30% in 6 months, and reduced the service cost for Maxdome by 20% through outsourcing while maintaining a high-quality level. His responsibilities also included the selection and pilot implementation of a new enterprise-wide knowledge management tool. As of early 2010 Gerhard Klose worked as a freelancer and was self-employed and founded two companies. He has been running a small handmade delicacies business together with his wife ever since. Above all, he has since been a freelance business consultant and interim manager, supporting leading companies in their customer care activities, and has also frequently worked as a freelance junokai employee.


Further details about his concrete projects/responsibilities are available upon request!


Stefan Krankemann

Stefan Krankemann

Stefan Krankemann (born 1984), has been supporting the junokai team as an adviser since March 2017.


After his system electronics engineering studies, he worked 7 years for the ThyssenKrupp AG, where he gained excellent knowledge in the area of implementing and optimizing current software.


After a 2 year stay abroad, Mr. Krankemann gained experience in customer service, where he quickly specialized in the area of workforce management (WFM). He took over managing planning and controlling for several projects and locations for a German contact center.

Mr. Krankemann supports our customers in all subjects of workforce management, intraday management and the implementation and optimization of the WFM tool “Invision”.


Further details about his concrete projects/responsibilities are available upon request!


David Köngeter

David Köngeter

David Köngeter (1990) joined junokai in November 2018. After successfully completing his Bachelor’s Degree, he gained first-hand experience in project management, public relations and public affairs by working for German development financier DEG and the European Parliament. He subsequently moved to Australia for his Master’s Degree, which he finished with merit. Mr. Köngeter subsequently moved back to Germany, where he held an operative role for a global logistics provider. He thereafter joined Boeing, where he was a key driver spearheading the transformation and development of the company’s social media strategy for the German-speaking market. Mr. Köngeter’s experience across a wide array of portfolios as well as his project management skills ensure that he can support junokai’s clients competently at all times


Further details about his concrete projects/responsibilities are available upon request!


Jürgen Marx

Jürgen Marx

Juergen Marx (born in 1967) joined junokai as a consultant in December 2015. He studied engineering (FH) and business administration (WA) and has more than 15 years of professional experience in management and outsourcing projects, thereof 10 years in the field of customer care – amongst others with Deutsche Telekom customer service and Capita.

Juergen Marx has comprehensive knowledge in forecasting, budgeting, strategic management of call center, development of pricing, performance and KPI models. Furthermore, he has acquired extensive consulting and project management knowledge in the areas of business process management, business process optimization and digitization.


Further details about his concrete projects/responsibilities are available upon request!


Mirko Olschewski

Mirko Olschewski

Mirko Olschewski (born 1971) joined the junokai team as a consultant in January 2019. He has over 13 years of experience in customer care.


After graduating from high school, he became a paratrooper officer and studied business administration (controlling/business law) at the Helmut Schmidt-University in Hamburg. After his active time with the German Armed Forces, he expanded his qualifications to include personnel.


From 2006 he worked as personnel manager at GHP Dialog Services GmbH, commercial manager (authorised signatory) and site manager (authorised signatory) at Swiss Post Solutions GmbH.


He contributes his know-how from customer care and in particular detailed knowledge from the areas of personnel (personnel recruitment, personnel development, executive development, company health management), workforce management, operations, controlling, call center technology and project management to thejunokai team.


Further details about his concrete projects/responsibilities are available upon request!


Udo Ociepka

Udo Ociepka

Udo Ociepka (1966) has been a senior consultant at junokai since September 2013. After more than 20 years at Deutsche Telekom, Unitymedia and their predecessor’s companies, he is responsible for clients from the contact center branch that would like to optimize, modernize or change their information system scenarios.


As a technical specialist in the use of multichannel contact center technologies, his consulting is demand-oriented with the choice of the suitable IT systems and the objective: maximum loading capacity and failure security with concurrent cost savings. Furthermore, he can introduce his experience from managing IT departments to coordinate internal and external partners.


Further details on his concrete projects/duties are available upon request!


Stephan Plaß

Stephan Plaß

Stephan Plaß (1975) joined the junokai GmbH team as Senior Consultant in May 2019.


After his studies of business administration, Mr. Plaß worked in various senior management positions in the customer service and sales service sector for more than 20 years. During this time, Mr. Plaß gained experience in a wide range of executive management positions in the design and management of call centers, in-house and outsourced customer service units. His operational focus lies in telecommunications, trade, e-commerce and energy sectors, where he has extensive experience in setting up sales processes and agency management in addition to the management of operational customer service units.


Next to the management of BPO projects, Mr. Plaß was responsible for the development and optimization of quality assurance and administrative processes with the result of a sustainable increase in process efficiency and customer satisfaction. Mr. Plaß has also extensive knowledge in the optimization and introduction of service processes as well as the introduction of suitable process management systems.


Before joining junokai GmbH, Stephan Plaß worked as Director Customer Operations at Stepstone Deutschland GmbH. In this position he was responsible for customer service in Germany and Austria.


Further details about his concrete projects/responsibilities are available upon request!


Felix Prömel

Felix Prömel

Felix Proemel (1979) has been a Senior Consultant at junokai since July 2014. As a qualified bank clerk and business lawyer, Felix gained experience as a Trainer and Auditor at Qualiance GmbH. He subsequently continued his career with 1&1 Internet Service GmbH where he was a Project Manager responsible for developing workflows and reports as well as training employees. In addition, he successfully completed an LL.M degree. This was followed by an assignment as an in-house customer service lawyer in an advisory capacity to management and he also organized technical management of the Legal Contention Management. Covering all service center locations, he was responsible for legal cases, coordinating topical legal subjects as well as applying legal changes to processes.


With his diversified and always topical knowledge Felix well knows the problems and risks of business law legislation and data/information security and can competently support junokai’s clients in all customer service related judicial matters.


Further details about his concrete projects/responsibilities are available upon request!


Stefan Reissing

Stefan Reissing

Stefan Reissing (1990) has joined the junokai team as junior consultant in May 2019. He brings over eight years of experience from different areas of customer service. Starting with technical customer support at E-Plus, Mr. Reissing had the opportunity to gain an understanding of customer insights and the process structures of a service center. During his studies he moved to Quality Assurance. There he specialized in the topic of speech analysis and process optimization. After joining Telefonica, he has been involved in several VOC projects and has established Speech Analytics with Verint as part of a continuous improvement process over the past three years.


Mr. Reissing advises our clients in all topics related to Speech Analytics with particular focus on rollout, development and maintenance, as well as Root Cause analysis and derivation of optimization potential up to transfer into a continuous improvement process.


Further details about his concrete projects/responsibilities are available upon request!


Team

Experts with many years of strategic and operational experience in marketing, sales and customer service work at junokai. In our team, we concentrate functional expertise from leadership management on the company side. There are also consultants who have had proven success collaborating with companies and company groups on numerous projects.

Our consultants exhibit successful projects and a good cooperation with our clients in various projects.

junokai Team Events

junokai employees also remain a team beyond working hours. That’s why it’s important to us that we continually reinforce this team spirit.

junokai at the OMR 2019 in Hamburg