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Sven Beiling

Sven Beiling

Sven Beiling (1968) has been Managing Director of junokai GmbH since October 2022.


After completing his studies in electrical engineering at the University of Dortmund, Sven started his professional career at Mannesmann Mobilfunk in Düsseldorf and then at o.tel.o in Essen (both now Vodafone).


With his first experiences in setting up a call center for o.tel.o, he took over the management of the IT and telecommunication area as Director Technology in the Customer Service of AOL (America Online) in Germany and subsequently also in Europe in 1998. During his ten years at AOL, he was responsible for the contact center infrastructure of AOL in Europe with up to 5,500 agents in all in-house locations as well as at service providers in Germany, nearshore and offshore. Sven’s special focus and strength was and still is the interface between business and IT, i.e. ensuring the precise implementation of business requirements with the appropriate tools and technologies based on his excellent knowledge of both sides.


After the sale of AOL in Europe, Sven founded in 2007 together with his former AOL colleague Dirk Scholand one of the first management consultancies in Germany specialized in Customer Service and Customer Experience: SCHOLAND & BEILING.

In parallel, he built up the German company of the American software company eGain, a solution for email management, chat, social media and knowledge management in customer service, together with Dirk.


In 2015, he gave up the management of eGain Germany and sold SCHOLAND & BEILING to the English BPO service provider Capita, where he spent the next two years as Director Business Development developing and selling transformation programs for holistic BPO deals, such as the acquisition of mobilcom’s customer service in 2016.


Sven then joined junokai as Associate Partner in December 2016 to help grow the Customer Service and Customer Experience consulting business. Between 2019 and 2022, he took on the role of Partner at MUUUH! Consulting, before returning in October 2022 to take over the management of junokai GmbH from Henning Ahlert, founder of junokai.


Sven’s passion is excellent customer service, which should always be developed from the customer’s point of view and is based on professional processes, modern technologies and motivated and well-trained employees. From a wide variety of positions, whether operationally responsible, as a consultant or as a system provider, Sven brings a lot of experience from different perspectives and all areas of customer experience management and customer service, as well as business creation and management of large and small organizations, to our clients‘ projects.


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


Jonas Leismann

Jonas Leismann

Jonas Leismann (1972) has been with junokai since February 1st, 2018 and as Principal is responsible for maintaining customer relationships at senior level as well as for supporting and implementing strategic projects. The graduate social scientist and graduate in business administration has over 25 years of experience in customer service; including more than 20 years in managerial positions at large business process outsourcing service providers. In his last position before junokai 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.


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 and joined the management as Partner in April 2020. 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 Mr. Proemel 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!


Jonas Steigertahl

Jonas Steigertahl

Jonas Steigertahl (1985) has joined the junokai management as Principal since June 2021. At junokai, Mr. Steigertahl is responsible for sales and acts as an interface to existing customers from the Majorel organization. He is also responsible for maintaining customer relationships at C-level and supporting strategic projects.


The graduate business economist has more than 11 years of service experience in the BPO environment. Prior to the merger with junokai, he headed Majorel’s consulting unit. In addition to extensive operational experience at Majorel in Germany, he also has experience in account management at C-level, which he successfully demonstrated during his time in the USA with an IT high-tech client. During his previous work in consulting at Majorel, his main areas of focus were operational performance in the areas of digitization and a clear focus on the BFS Vertical.


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


Markus Müller

Markus Müller

Markus Müller (1969) joined the junokai team as Senior Consultant in June 2021.


During his law studies in the 90s, Mr. Müller gained initial experience in customer service, where he learned all the tools for customer interaction and then passed them on to customer service employees as a trainer and coach.


In the following years, he held several management positions up to VP/GF level, which included operational responsibility for larger and cross-site customer service units as location manager, as well as strategic and internationally active cross-sectional functions.


Mr. Müller is an expert in strategy, operational excellence, training and coaching as well as quality and performance management. He is an entrepreneurial minded, internationally experienced manager with extensive knowledge in the management, control and development of larger organizational units in the challenging industries Telko, E-Commerce and Fintech.


In addition, he has extensive knowledge in interface and requirements management between product management, sales, IT and operations, as well as in the selection of employees and executives and their development.


In recent years, he has also used his professional expertise as well as his university training as an economic mediator for freelance consulting projects.


From 2018 to 2019, Markus Müller was a consultant at junokai and most recently, as Vice President and Director Operations Development, he was responsible for the European strategy and operational excellence of the financial services provider Concardis – within the Nets Group – in eight countries.


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


Svenja Wright

Svenja Wright


Svenja Wright has been working at junokai as Tender-/Bid Manager since April 1, 2023. She is responsible for contract management from initial offer preparation through closing and supports Marketing and PR.


She has extensive experience in customer service and knows the industry from different sides. Svenja was Head of Corporate Development at Agentur für Dialogmarketing GmbH, later Capita Europe, and previously worked as a Key Account Manager in Client Management.


She holds degrees in Political Science, English, and Spanish and worked in the US for over 10 years in Marketing and other positions.



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


Joana Esch

Joana Esch


Joana Esch (1993) has been part of the junokai team since the beginning of 2023 and is responsible for Talent Acquisition and Employer Branding as a Senior Recruiter.


Already during her business studies she worked in HR consulting and was able to discover this dynamic mixture of recruiting and sales for herself.


She remained true to this field for several years and was able to successfully prove herself as a Managing Consultant and build up a small team. During this time, she consulted companies from a wide range of industries, specializing in recruiting for the Finance & Controlling sector.


As a next step, Joana decided to expand her profile with corporate recruiting experience and joined one of the leading companies in the segment of e-recruiting solutions and job boards. As Recruitment Manger she was responsible for the recruitment of the sales unit in Germany.



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


Andreas Cesarz

Andreas Cesarz

Andreas Cesarz (1960) joined the junokai GmbH as commercial manager on December 1st, 2019.


After studying business administration with a focus on tax and finance, he worked as CFO and head of HR, founded a sales company and an import wholesaler, and then worked for about 20 years for Managing Director, in business development and Head of Sales (NB) for the Bertelsmann AG parent company. In 2014 and 2017, he supplemented his professional expertise by completing his Bachelor Professional of Accounting (LCC) with an additional qualification in IFRS. Since 2015 he has been an international group CFO and Head of personnel for an international leading IT- Service Provider.


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


Bernhard Aulenkamp

Bernhard Aulenkamp

Bernhard H. Aulenkamp (1968) joined the junokai team as Senior Consultant in February 2022.


He has more than 25 years of experience in the conception, development and management of customer care and sales units and has learned this from scratch. After training as an industrial clerk at Bertelsmann AG, he was involved in setting up „Microsoft Direkt“ at Arvato and a telecommunications start-up. There, in addition to operational customer service, creating processes from contact to lettershop, he was also responsible for managing the external service provider (BPO) for the start-up.


At the buw Unternehmensgruppe (now concentrix), he worked in various roles for a total of 9 years. From project management for various key customers, as a Consultant on an interim basis for an international Internet provider, to site management with responsibility for more than 1,000 employees, to management and implementation of a restructuring and change project for the entire group in Germany. His clients included key customers from the mobile telephony, internet, energy, automotive, banking, insurance and media sectors.


Another station in his professional career was telegate AG, for which he worked for a total of 7 years. He joined the newly established BPO business unit, most recently in the role of management, where he set up the business unit strategically and operationally. With the takeover of Klicktel AG, he took over the sales office in Essen in the following PMI process with approx. 150 employees, who sold media entries on the 11880.com portal as well as company websites and Google Adwords. In addition to the new conception of the employer branding for the location, he restructured the selection, training and support of the sales team in a holistic manner and thus created a basis for healthy growth.


As Managing Director of a subsidiary of the University Medical Centre Rostock, he was jointly responsible for the „Heart Effect“ project from 2017. The aim was to develop and set up a care centre for patients with chronic heart diseases. The creation of the process manual, the integration of patient data systems and the integration of stakeholders such as general practitioners and health insurance companies were part of the project. Another part was the selection and training of doctors and nurses for the service in the centre.


Subsequently, Mr Aulenkamp worked as Head of Sales DACH for Stepstone’s Hotel/Gastro subsidiary (YCG) and was part of the international leadership team. He migrated the DACH sales organisation, introduced a holistic training/support system and co-developed a CX KPI set in which the customer experience could be made visible. The measures derived from this have led to a successful development of the CX and in sales.


In addition to his professional positions, he was a guest lecturer in the further education programme „Communication Centre Management – Project Management“ at the University of Bremerhaven from 2005 to 2013 and completed the Metaplan qualification programme „Leading and Consulting in Discourse“ as a „Metaplan Professional“ in 2015.


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


Laura Belde

Laura Belde

Laura Belde (1995) joined the junokai team in June 2021 as a consultant.


Prior to the merger with junokai, Ms. Belde gained experience in Majorel’s consulting unit in addition to her Master’s degree in International Economics and Management. For almost 3 years now, Ms. Belde has supported a large number of customer projects and has been responsible for sub-projects. Her main focus was on the development and use of digital solutions in customer service as well as on the analysis, derivation and implementation of optimization potentials in operational customer service.


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


Melanie Bohrmann

Melanie Bohrmann

Melanie Bohrmann joins the junokai team as a junior consultant in September 2021.


After 15 years of professional education as an advertising clerk and various professional positions, Melanie Bohrmann began her studies in media and business psychology, which she completed with a focus on personnel and organizational psychology. Prior to her studies, she worked in the field of visual marketing in project management and sales, where she was responsible for the conceptualization of advertising strategies, the implementation of customized solutions for large-scale outdoor advertising and the planning of out-of-home campaigns.


Furthermore, she was able to gain several years of experience in the field of organizational development and corporate restructuring and to build up competencies in the area of process analysis as well as procedures for its optimization. During her academic education, her passion for advertising effects and consumer psychology led to a preference for the measurability of behavior and the recording of needs and expectations. In addition to basic knowledge of methods and statistics, this has led to an interest in the exploration of motivational, attitudinal and behavioral structures as well as a focus on customer insights topics.


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


Rogier Bosch

Rogier Bosch

Rogier Bosch (1978) joined the junokai GmbH team as a consultant in September 2020.


He has 22 years of experience in the areas of customer service, BPO, contact centers in various management positions and as a specialist for omni/multichannel, digitalization, contact center technologies.


The certified Senior Auditor for ISO 9001 has over 20 years of customer service experience with service providers and in-house. As an expert for contact center technologies, he has significantly shaped the topics omnichannel and automation via chat and voice bots as well as robotic process automation in his previous occupations. Most recently, Mr. Bosch was Manager ICT Business Partner for EMEA and LATAM as well as IT Country Lead Germany at Conduent (digital platform provider with 93,000 employees in 40 countries and contact center service provider with 8,000 seats in EMEA).


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!


Ralf Dinter

Ralf Dinter

Ralf Dinter (1972) joined the junokai GmbH team as senior consultant in October 2019. He has over 20 years of experience in all operational facets of customer service such as operations management, vendor management, sales after service, quality management, training or project management, both in-house and on the vendors side. 


Mr. Dinter has gained experience in the call center industry from scratch. During his studies in social sciences with focus on empirical research, he already held various positions at DDS Dresdner Direkt Service GmbH in Duisburg, starting as a student employee in the front office, continuing as a specialist speaker/trainer, supervisor and finally as a specialist in the Project Office. He was able to gain extensive experience in the operational area as well as in project management.  


In his subsequent activities as Account Manager at Sykes Enterprises GmbH &Co. KG in Wilhelmshaven and as Quality Manager and Operational Manager at Sitel GmbH in Berlin, he looked after national and international key accounts from the technical and financial sectors. There he increased quality metrics with a focus on customer satisfaction to stable target values and optimized projects with negative or low margins in lucrative business models.


As vendor manager at Kabel Deutschland in Unterföhring, Mr. Dinter managed six external service partners in all KPIs such as sales, quality and costs at eleven locations in the front and back office. He increased the sales results by further developing the partners with sales strategies and projects and was significantly involved in contract and price negotiations. In addition, he was temporarily responsible for a customer service center.   


He then took over the management and control of the Customer Service Center of Vodafone Kabel Deutschland GmbH in Halle/Leipzig, where he was responsible for the necessary change processes from initiation to successful implementation as well as the sales results of two other internal locations. He assumed operative project responsibility for the implementation of asynchronous messaging in the cable sector across all locations as well as a uniform web tool across three product worlds and also created analyses, reports and statistical evaluations.   


Mr. Dinter’s operational focus lies in the analysis and optimization of processes and procedures to increase sales and customer satisfaction as well as the implementation and control of sustainable sales after service approaches with a change in customer service from cost to profit center.


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


Luca Dohr

Luca Dohr


Luca Dohr (1995) joined the junokai team in April 2023 as a Junior Consultant.


Due to his interest in economic contexts, he gained his first professional experience through his apprenticeship as a bank clerk, especially in the fields of customer service and sales.


He learned about business administration during an internship at an auditing company as well as during his subsequent study of business informatics. There, Luca was also able to consolidate and expand his skills in various aspects of computer science.


Before joining junokai, he worked as an agent for a short time.



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


Rebecca Fleischmann

Rebecca Fleischmann

Rebecca Fleischmann joined the junokai team as a junior consultant in November 2021.


Prior to working with Junokai, Ms. Fleischmann completed her bachelor’s degree in business administration and was already able to gain initial experience in portfolio and credit monitoring through her practice-oriented studies.


Her tasks included supporting activities such as the functional / technical development of borrower-specific early risk detection and the technical set-up of the bank’s internal data warehouse, as well as the independent development of an overdraft monitoring system.


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!


Hans-Joachim Grün

Hans-Joachim Grün

Hans-Joachim Grün (1958) joins the junokai GmbH team as Senior Consultant in August 2021.


He has 27 years of experience in the field of customer service. For the last 17 years, as the owner of Hans-Joachim Grün Interim Management, he has actively supported numerous companies in the energy supply, insurance and Internet service provider sectors in all aspects of customer service. His main focus was on all outsourcing issues (service provider service level agreements, -bonus systems, -billing systems, -forecast, -nearshore locations and TÜV certifications), measures to increase the first time success rate, controlling of quality and implementation of omnichannel systems and RPA/RTIM applications (practical PO Scrum experience). His last project was supporting a large utility (Business Modeler in the Innovation department in the implementation of Citizen Energy Communities in Europe according to the EU Clean Energy Package (Business Modeling Methods: Canvas, SWOT, Porters 5 and Business Cases). He gained customer service leadership experience as Regional Director Operations Central and Eastern Europe at Sykes and as Managing Director of TAS Telemarketing Bochum and T.O.P. Teleshopping Bochum. In the last function he built up the call center of QVC Germany and led it until the contractual handover after 2 years.


Originally, he comes from the field of marketing. After studying business administration at the University of Cologne (Diplom Kaufmann), he started as a product manager at the Kronenbrauerei Dortmund where he applied all instruments of B2C marketing. He then moved to Aral Card Service GmbH as Marketing Coordinator, where he expanded the B2B acquisition tools to include B2B telemarketing and was also involved in the Europe-wide introduction of a fleet card. The acquisition campaign was rewarded with a German Direct Marketing Award in silver. As manager for local marketing at Aral AG, he developed a comprehensive marketing concept for the 2,500 service stations in Germany.


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


Melanie Harth

Melanie Harth


Melanie Harth (1978) joined the junokai GmbH team as a consultant in May 2023.


She brings 16 years of experience from different areas of B2C customer service at RWE. Starting with direct customer contact, through training and mentoring for telephony, written correspondence and CRM systems, to intraday performance management, including technical management of external service providers.

In addition to her core tasks, she was also employed as a test expert for several years. Here, she gained deep functional as well as technical insights into the sales-own customer service online platform and the SAP/ISU billing system.

In 2017, Mrs. Harth left Customer Service and moved within the Group to the Grid & Infrastructure division. There she supported and implemented the Group-wide efficiency program ‚New Way of Working‘. Within this business transformation, she acquired in-depth knowledge of process management, lean management and change management. During this time, she worked closely with various departments and managers to establish end-to-end process management, among other things. Her portfolio also included the implementation of new ways of working, vision and strategy development, and team development. In the course of this time, she expanded her competencies in change management, business coaching, and the agile framework Scrum, and was certified in all three fields.

Customer service is in her blood.

The topics of efficiency, change and new work are key success factors for her.



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


Tabea Henrich

Tabea Henrich

Tabea Henrich has been a Senior Consultant at junokai since the end of 2023.


After completing her teaching degree, she started working in customer service at 3U Telecom, a telephony start up, in 2001. 3U was expanding across Europe and established an international multilingual customer service at the Marburg location. So she was able to be there from the beginning and witness how call center structures were built, CRM systems were introduced and processes were optimized. Within a very short time, she was given full responsibility for the entire customer service department as well as for the service staff, and was thus also able to gain her first management experience.


In 2006, she had the opportunity to join Kabel BW (now part of Vodafone) as a department manager for the Kabel Internet product in customer service. Here she gained her first experience in a medium-sized company and in the area of outsourcing and the management of external service providers.


In 2007 and 2008, as head of written customer support and document management, she was tasked with introducing a document management system to digitize and standardize all processing steps in customer service. She also revised the entire written customer communication according to formal and stylistic aspects and trained all agents with the aim of a uniform, customer-oriented external appearance. This was followed in 2008 by the assumption of responsibility for all back-office activities of the private customer service, including complaint management. Responsibility for digitizing and classifying incoming mail and digitizing outgoing mail now also fell within her remit.


This was followed in 2012 by the merger with Unitymedia (now Vodafone) and support for system integration combined with a corresponding focus on change management.


Following the successful system integration, he was promoted to divisional management in 2014 with responsibility for consolidating Unitymedia’s business customer service at the Heidelberg site. This also involved taking over site management with more than one hundred employees in Heidelberg as well as responsibility for three external service providers. In the course of this task, Tabea defined the service strategy for business customers and was responsible for the budget and roadmap for the area. The focus was on the support of complex products, the mastery of complex processes, but also on the introduction of a CRM and billing system with requirements management, testing, training, knowledge management and customer communication. In addition, the tasks included the selection, connection and management of service providers and in-house teams, the introduction of a commercial model to incentivize service providers in achieving quality targets, implementation of measures to increase customer satisfaction and the development of a retention team.


In 2019, Tabea moved to the software industry to join zetVsions, a company that develops its own software for investment and master data management, where she took over responsibility for the consulting team. In this way, she was able to deepen her knowledge of software implementation projects and learn in-depth about agile methods. In addition, the focus was on employee management and the establishment of a project management office. At the end of 2022, she took over the role of Head of Transformation Office at zetVisions to drive the digital transformation and ensure the creation of a new mindset and culture as well as the transformation of the organizational structure according to sociocratic and holocratic aspects.


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


Yannick Hildebrandt

Yannick Hildebrandt


Yannick Hildebrandt is currently studying for a Master’s degree in Business Administration at the University of Potsdam with a focus on Innovation & Business Development. In the course of his studies, he has already been able to acquire sound knowledge and skills in the areas of strategy development, business development and process optimization. Before joining junokai, Mr. Hildebrandt worked as a student trainee in business development. Here he was able to take responsibility for sub-projects and expand his skillset in the area of operational customer service optimization. In addition, he supported the company in scaling and further developing its strategy, as well as in partner acquisition. Alongside his studies, Mr. Hildebrandt is also involved in a student consultancy, which has enabled him to gain valuable experience in consulting at an early sitical Science, English, and Spanish and worked in the US for over 10 years in Marketing and other positions.



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


Boris Hilkes

Boris Hilkes


Boris Hilkes (1972) joined the junokai GmbH team as Senior Consultant in April 2023. The economics graduate brings more than 20 years of experience from various positions in marketing and sales.


After his studies, Mr Hilkes gained his first work experience in sales as a key account manager at NTplus AG, where he further developed the segment of area markets and system houses.


From 2000 onwards, he played a key role in building up the digital division for E-Plus Mobilfunk. In various functions, he took over responsibility for sales and profit for the websites of the E-Plus and BASE brands. In addition to the data-driven, systematic optimization of the websites/CR, he was responsible for the introduction and expansion of assisting channels such as chat and telesales as well as the development of customer portals.


As an interim manager, Mr Hilkes supported congstar in the area of digital and sales management from 2016 onwards. His focus there was on continuous website optimization through testing and supporting change processes in sales management.


At the beginning of 2018, he moved to NetCologne as sales manager for private customers where he initiated and implemented change projects as part of the consistent orientation of a sales strategy towards the best possible customer experience. These included the establishment of an internal direct sales department, the optimization of the shop locations as well as their reorientation towards excellent service and the professionalisation of the digital channel.


In his last position before junokai, Mr. Hilkes supported a fibre optic start-up in the area of operations as a freelancer.


Strong analytical and conceptual skills as well as an agile mindset and passion are the tools to get closer to the best customer experience every day.



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


Michael Jurisch

Michael Jurisch

Michael Jurisch (1968) has been a senior consultant for junokai since August 2022.


After studying economics at the FU Berlin and graduating with a degree in business administration, Mr. Jurisch has held various management positions in the areas of customer service, receivables management and sales for more than 25 years. During this time, he gained extensive experience in strategic as well as operational areas in various management positions at director, managing director and board level. These range from the establishment of fast-growing start-ups to the transformation of large customer service units in corporate groups, in which he established and restructured the areas of customer service, sales and receivables management. In doing so, he placed particular emphasis on agile change management in the triangle of costs, quality and employees.


Mr. Jurisch spent his first years in Customer Service at o2/ Telefónica, where he developed from a team manager to a site manager within a short period of time. He then expanded/completed his experience at headquarters as a project manager/assistant to the SVP Customer Service in Munich. Here he was responsible for various national and international projects, among others, and discovered his passion for (lean) processes in addition to his passion for customers.


After his time in the telecommunications industry, he spent the following years in Berlin start-ups such as ringtone provider Jamba, MyHammer AG, mCube (Check24 incubator), Friendsurance (FinTech) as well as Google and Zalando. Here, he designed and implemented processes, IT systems, CRM tools and reporting, set up internal call centers and commissioned or managed service providers. He was also responsible for process optimization across the entire customer lifecycle. Furthermore, he and his teams developed commission models for sales and customer recovery.


In his last position from 2016 until the end of 2021, Mr. Jurisch was Managing Director of Telefónica Financial Service and Telefónica Customer Service GmbH in Potsdam. Here, he was responsible for two major transformations (affecting 700 employees), among other things. First, the entire E-Plus site in Potsdam was transformed into a Telefónica site. This was followed by the very successful transformation from a cost center to a profit center with a simultaneous significant increase in customer satisfaction, quality and the Employee Net Promoter Score (eNPS).


Aneta Kleinteich

Aneta Kleinteich

Aneta Kleinteich (1973) joined the junokai GmbH as Senior Consultant in September 2021.


She has more than 20 years of experience in customer service and is an expert in quality and performance management, training/L&D, Six Sigma, COPC and KPI management. After graduating from Leipzig University with a degree in Interpreting, she gained her first customer service experience as an agent with Sykes in Edinburgh in 1998 and subsequently at Bertelsmann Marketing Service (later Arvato). In 2004, Aneta was promoted to Training & Quality Manager for Arvato’s Guetersloh site. Over the next ten years, she remained in Training & Quality with her responsibilities being extended first to EMEA and later globally. In addition to her work, Aneta managed the COPC certification of multiple sites and established the COPC framework within the organisation.


From 2016, she expanded her expertise to HR, Operations and BI in her role as Senior Manager Business Excellence. Her projects included designing KPI dashboards, creating an aligned process framework for all global locations, developing and implementing selection tests and processes for overhead and management roles as well as a talent pool creation program for team leads, coaches and trainers.


In 2019, she moved within Majorel to another major client and – in her role as Global Learning & Quality Manager – became part of the global management team to support the strategic pilot to trial and refine the new Majorel global organizational structure within this selected account. Having successfully transitioned the account’s training and quality teams – spread over 10+ locations in four continents – into following an effective global collaboration model, she joined the Global Operations Management team to support across global accounts in a consulting role, until she finally joined the junokai team.


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


Gerhard Klose

Gerhard Klose

Gerhard Klose (1970) has been Principal 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!


Lennard Korte

Lennard Korte

Lennard Korte (1995) joined the junokai team as consultant in June 2021.


He completed his Bachelor’s degree in International Management with a focus on Entrepreneurship. During his studies, he completed an internship in customer service at Xindao in The Hague, before continuing to work with the company as “internal sales”.


Mr. Korte has been a member of Majorel’s consulting unit since March 2020. The main focus of his activities are in the areas of project management, consulting and support for CRM tool selection processes, process optimization, as well as the conception and creation of KPI-supported reports and dashboards.


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


Dominikus Leicht

Dominikus Leicht

Dominikus Leicht (1989) joined junokai as a consultant in January 2021. During his history studies, he gained first experiences in marketing as a student assistant at Prisma Werbeagentur. 


Upon completion of his master’s degree, Mr. Leicht began working in dialog marketing at VNR AG. As a marketing manager, he supported product management in the quarterly planning and execution of telemarketing campaigns. He supported the optimization of product campaigns by creating data analyses and developing new reporting dashboards. In addition to data analysis, Mr. Leicht was responsible for the quality management of B2B telemarketing campaigns and led the implementation of a quality management system. As one of the central contacts for telemarketing advertising, Mr. Leicht created business cases and, based on these, developed and negotiated new compensation models with telemarketing agencies.


Subsequently, Mr. Leicht moved to a division of the Ministry of the Interior, where he was entrusted with the preparation of analyses and was the technical leader of a working team.


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


Alexander Ligowski

Alexander Ligowski

Alexander Ligowski, who has been working as a Senior Consultant at junokai GmbH in Berlin since 2023, has an impressive career in business model transformation and leading mergers and change programs. Before joining junokai , Alexander played a crucial role in optimizing customer service and operational processes at Ratepay GmbH, a leading fintech company in Germany. As the Head of Operational Excellence, he implemented efficient, company-wide process management and was instrumental as a Business Owner in shaping the post-purchase buyer experience.


Alexander’s professional journey began in 1998 as a Product Manager and Head of A&R at Euromedia/Nova Tekk. His passion for the music industry led him to take over the Content Operation Europe for Sony/Gracenote in 2009. As a co-founder and partner of BWR1 Rundfunk GmbH, he played a key role in the successful spin-off of the company.


With academic experience in Social and Educational Sciences at Ruhr-Universität Bochum and certifications in Agile Scrum Foundation and Lean Six Sigma Green Belt, Alexander is well-equipped for challenges in dynamic environments such as startups, e-commerce, technology, fintech, and media.


Alexander Ligowski is a global citizen with a strong intercultural understanding, which he has acquired through numerous travels. He values diversity and actively promotes a sustainable work environment. Alexander leverages Artificial Intelligence, especially in the areas of productivity, analysis, structuring, and efficiency enhancement, to provide the best possible advice to clients. He is always up-to-date with technology, and his passion for people and interculturality helps him communicate effectively on various levels and quickly build productive and positive relationships with the teams and organizations he collaborates with.


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


Andreas Mai

Andreas Mai

Andreas Mai (born 1972) joined the junokai GmbH team as Senior Consultant in December 2022. He has 20 years of experience in the field of customer service in various management positions and as a specialist for sales in service and contract management. 


Andreas was responsible for a location of Roland Assistance Versicherung in Dresden and managed the Roadside & Home Assistance division at Allianz Global Assistance. The focus of his work here was on restructuring the service teams, partially automating the contact channels and improving the quality of processing customer requests.


At Vodafone Kabel Deutschland, as Sales Vendor Manager, he initially managed six external service partners in all KPIs such as sales, quality and efficiency at eleven locations in the front and back office. In addition to managing the service partners, his tasks included expanding all sales activities and conducting contract and price negotiations. Subsequently, he took over the project management of the „Sales in Service“ concept in the Vodafone Customer Care area DSL and Mobile. 


For Sky Deutschland, Andreas was in charge of Key Account Management in Customer Service. Here, he designed and negotiated performance-based service provider contracts for the external service partners commissioned.


From November 2019 to October 2021, Andreas Mai was already working as a consultant for junokai. After moving to ServiUp GmbH, a customer service provider specializing in start-ups, which he headed as COO, he was most recently responsible for setting up the customer service unit of an insuretech start-up.


He has extensive knowledge in customer service and can particularly support with detailed knowledge on the topics of sales in service, partner management and contract management.


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


Niklas Marquardt

Niklas Marquardt

Niklas Marquardt (1998) joined the junokai team as a trainee in management consuling in May 2023.


Mr Marquardt was able to gain professional experience in the areas of consuling, business development and project management during his Bachelor’s degree in „Business Administraion“.


Afterwards, he dealt with the tasks and challenges of higher management in his master’s degree „Management and Consuling“ and further developed his interdisciplinary consuling skills.


Before working with junokai, he worked for two years as a student employee in recruiing for a service provider for engineering and IT.

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


Lukas Neufeld

Lukas Neufeld

Lukas Neufeld joined the junokai team as a Junior Consultant in October 2023.


Before joining junokai, Lukas completed his Bachelor’s degree in Service Management at the Dual University of Applied Sciences Stuttgart and his first state examination for the teaching profession at primary schools at the University of Education Freiburg.


As part of his dual studies, Lukas gained his first professional experience primarily in the area of digital transformation, customer satisfaction analysis and the co-design of marketing and sales measures.


His teaching degree as well as the subsequent traineeship and work as a substitute teacher have already helped him in the past to quickly engage with new people, understand their perspectives and points of view and deal with them.


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!


Carme Prats

Carme Prats

Carme Prats (1974) has been working as a Senior Consultant for the junokai team since February 2023. Carme holds a degree in Graduado Social (Labor Law) from the University of Lleida in Spain, and she is an economist specialized in Marketing and Sales (VWA Frankfurt). She has also completed the Program for Management Development at IESE and is certified as a Lean Six Sigma Black Belt.


Her career in the telecommunications industry began in 1999 at the American company Star Telecom in Frankfurt am Main. She remained dedicated to the industry for the next 15 years, first at T-Online and then at Telefónica Deutschland in Munich, where she served as the Principal Simplification Manager in the Transformation Office’s executive division.


At Allianz Deutschland, she contributed to the establishment of the Chief Customer Officers department before joining Media Markt Holding in Ingolstadt as the Head of Customer Care and Experience. There, she was responsible for the implementation of the pan-European CX program and the successful standardization of the Customer Service System landscape across all Media Markt countries.


Ivonne Rauter

Ivonne Rauter


Ivonne Rauter (1992) joined the junokai team as a consultant in April 2023.


She completed her business administration-related studies at the International School of Management in Dortmund in 2015. Due to its hands-on approach varied stays abroad provided her with valuable insights: From an intensive English program in Miami Beach and PR-related work on Majorca to volunteer work in Kenya and a linguistic-cultural stay in South Africa to a semester abroad in Hungary.


Prior to working with junokai, Ms. Rauter has contributed to various projects for seven years in the field of logistics, marketing, health care and telecommunication. Most recently, she managed an internal B2B sales team at three sites of Deutsche Glasfaser.


She focused on continuous optimization of processes and workflows, individual personnel development, and an efficient organization of inter-divisional cooperation.

A dynamic environment based on agile approaches, professional interface communication, constancy, and a high-quality collaboration in the field of customer service is anything but unknown to her.



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


Stefan Reissing

Stefan Reissing

Stefan Reissing (1990) has joined the junokai team as 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!


Simon Rewerts

Simon Rewerts

Simon Rewerts (1977) joined the junokai GmbH team as a consultant in September 2022.


He has over 20 years of experience in all operational facets of customer service such as operations management, quality management, training or project management.


After completing a commercial training program, he initially worked as a customer care consultant, subject matter expert and Team Manager in a technical project at Sykes GmbH in Wilhelmshaven. In 2010 he took over the technical and disciplinary management of a multilingual team in the consumer electronics sector at the Berlin location.


With his move to Sitel GmbH in Berlin in 2012, he was able to contribute his skills in the area of employee development and training as well as process improvement to increase customer satisfaction and gain extensive insight into various aspects of financial service providers as Quality Manager. In addition to regular customer service in the areas of banking and financing, receivables management and customer retention were important topics.


From 2015, Mr. Rewerts moved back to Sykes as Training and Quality Manager, where he was responsible for training planning and execution as well as the achievement of qualitative metrics of all European as well as Arabic and North African markets of a leading game console manufacturer. Later, as Program Manager in the same project, he took over the management of 150 employees with a focus on the Iberian, French and German markets. Here the focus was on achieving performance KPIs, but due to developments in the labor market, containing employee turnover became increasingly important. With the goal of increasing retention, Mr. Rewerts was tasked with introducing employee-focused measures for the entire project, developing several successful solutions that have been adopted in other projects and continue to this day.


Following the merger of Sykes and Sitel, Mr. Rewerts assumed responsibility as Operational Manager for a 200-person project of an internationally active financial services provider starting in 2021. Key responsibilities included optimizing margin and quality outcomes by developing junior leaders and strengthening the feedback culture.


Mr. Rewerts‘ operational focus is on analyzing and optimizing processes and procedures to increase revenue and customer satisfaction as well as fostering cross-functional collaboration and communication with all involved departments.


Lars Scheffen

Lars Scheffen

Lars Scheffen (1967) joined the junokai team as a senior consultant in September 2021.


The studied historian has 20 years of experience in customer care management in service and sales accounts. In 1997 he discovered his passion for customer service while working in the guest relations department of KölnTourismus during his studies, and has been focusing on people management since his first management position at KölnTourismus in 2001. In 2003 he transferred to SiTEL, where he was responsible for topics such as credit card acceptance, mobile phone hardware and navigation devices with multilingual teams. He was responsible for special projects such as the Test Transaction Enhancement Project for POS terminals for American Express and on-site recruiting for the launch of an offshore call centre for, mostly German-speaking, Customer Care Service in Sofia, Bulgaria.


In 2007 he took over the management of operations for a large telecommunications account at SNT in Potsdam, where he developed the account by applying a written/voice multiskilled agent concept to increase efficiency and profitability. From 2008 he worked as site manager in Dessau with SiTEL and operations manager in Berlin in the ​​health care field in an international multi-site account. In 2012 he took over responsibility for the entire Service Centre area at Flight One Reiseservice. In doing so, he particularly focused on the development and implementation of Flight One’s own reporting system. In 2014, he moved to avocis in Leipzig as a site manager, and from 2015 implemented the integration into the Capita Group parallel to day-to-day business. He temporarily managed other locations and in 2019, as Operations Director, took over the operational management of 7 locations with 2,500 employees in the new federal states. As a manager in several hierarchical levels, he encourages his employees to achieve top performance through good example and transparent leadership and at the same time encourages them to develop into good self-sufficient managers. Lars also focuses on the topics of process optimization and increased efficiency.


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


Aaron Schmidt

Aaron Schmidt

Aaron Schmidt (1995) joined junokai as consultant in May 2020. After finishing his degree at technical college, Mr. Schmidt initially gained practical training with contact centers.


After a few months of experience as an agent for a large German telecommunications service provider, Mr. Schmidt worked both as a team leader and trainer for Teleperformance Germany.


Subsequently, Mr. Schmidt worked for Teleperformance Germany in Kosovo and Egypt, where he contributed significantly to the KPI development of various projects.


His tasks in these nearshore countries included the conception of training, the creation of incentive models, the training of new managers as well as the support and auditing of various other processes.


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


Madita Schneiders

Madita Schneiders

Madita Schneiders joined the junokai team as a junior consultant in mid-May 2023.


Before joining junokai, Madita completed a Masters of Management at the Nova School of Business and Economics in Lisbon as well as a Bachelor in International Business at Maastricht University.


In addition, Madita gained her first professional experience during her internship in project management. There she was involved in different product development projects and deepened her knowledge in the various areas from conception to the market launch of new products.

In addition, Madita was able to gain valuable experiences thanks to a few stays abroad, whether during the Erasmus semester in Sweden, during her master’s degree in Portugal or during her voluntary social year as a volunteer in Namibia.


Martin Weininger

Martin Weininger

Martin Weininger (1994) joined the <span id=“logotype“>junokai</span> team as Junior Consultant in June 2022.


After successfully completing his education, Mr. Weininger gained his first experience as an agent in the contact center sector. There he accompanied various customer service and sales projects and was later responsible for the success of various projects as an operative manager.


Furthermore, Mr. Weininger supervised various sub-projects with different responsibilities. These included:


– Analysis and optimization of existing KPIs and behavior-based coaching

– Development of internal processes to increase efficiency

– Analysis of behavior on employee and team basis using Root Cause, Pareto, MbQ, DMAIC process

– Ensuring quality standards through monitoring


Responsibilities included supporting the Ramp UP of a major Pay TV provider, and assisting in the Corona Pandemic during a provider’s transition to a home office.



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


Sonja Wimmel­bücker

Sonja Wimmel­bücker

Sonja Wimmelbücker (1993) joined the junokai team in June 2021 as a consultant.


Ms. Wimmelbücker completed her dual business studies at buw operations Münster GmbH (Concentrix) during which she already got to know many areas of customer care.  After completing her Bachelor’s degree, she was employed as a team leader for an inbound project where she gained operational experience in the management and control of a service center unit.


In November 2020, Ms. Wimmelbücker started as a junior consultant at Majorel and has since been involved in many projects, taking on individual sub-projects independently. Projects included project participation in the evaluation and conceptualization of the establishment of a central in-house customer service unit, the selection process for the implementation of an omni-channel tool, retroanalysis, the preparation and execution of virtual customer journey workshops, and the execution of benchmark analyses and process.


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


Stefan Wimmer

Stefan Wimmer

Stefan Wimmer (1967) joined the junokai team as senior consultant in October 2020. The trained forwarding agent studied business administration and has over 20 years of experience in customer management in service and sales.


As a consultant at Diebold Management Beratung and then at Detecon International, he designed business processes in customer service and vendor management, e.g. the establishment of customer service centers, the design of CRM systems, and in logistics projects.


At Deutsche Telekom Customer Service he was responsible for partner management as a part of strategic outsourcing management, including service provider selection and evaluation systems, performance management and the coordination of RFP. His responsibilities also included strategic projects and the development of compensation and  control models for service providers.


As a freelance consultant, Mr. Wimmer accompanied clients on both the service provider and the vendor side during site takeovers and RFP as well as complex projects in the management of external partners. 


He gained sales experience in the consumer sales department of Unitymedia, where he was responsible for support and quality management in all sales channels, as well as for service provider management and existing customer service. 


He has extensive experience in project management, in customer management and in cross-interface process improvements, especially in cooperation with external partners, which he can bring to projects to achieve sustainable goals.


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.