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Henning Ahlert

Henning Ahlert

Henning Ahlert, (1969) is Managing Director 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 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!


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!


Laura Hoffmann

Laura Hoffmann

Laura Hoffmann (1973) joined the junokai GmbH team in January 2020 and is responsible for the Human Resources department.


She started her career in the customer service industry in 2000 after her business studies as head of IT & telecommunications for Viafon GmbH, where she was responsible for the IT, WFM and reporting departments.


Due to her know-how in the operative call center area, she also took over the implementation management for new projects and was functional and disciplinary responsible for the employees until the final handover of these projects into regular operation.


In her function as managing director at Zeitreicher GmbH she was responsible for the areas of personnel, IT and finances.


During the last years Laura Hoffmann worked as a consultant in the areas of personnel, processes and implementation in customer service for major companies.


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!


Friedemann Dembski

Friedemann Dembski

Friedemann Dembski joins the junokai team as Senior Consultant in June 2021.


Friedemann Dembski holds a Master of Science degree in International Business from Maastricht University (Netherlands).

He has been part of Majorel’s consulting unit for 9 years. Most recently, he served as Senior Manager CX Consulting for various clients in the IT high-tech and telecommunication sectors. He specializes in consulting projects that affect the strategy development of companies, as well as change, digitalization and optimization projects. The focus of his work is to ensure profitable growth and the expansion of existing and new value streams through CX.


At junokai, Mr. Dembski is also responsible for the expansion and development of the above-mentioned areas at C-level and also acts as an interface to the Majorel organization.


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!


Thomas Dreesbach

Thomas Dreesbach

Thomas Dreesbach (1980) joined the junokai team as Senior Advisor in June 2021.


He has more than 15 years of experience in CRM (loyalty), Customer Care and CX. Prior to joining Majorel Consulting in 2019, he worked as Customer Insight Consultant Central Europe at emnos (Loyalty Partner/Payback) from 2006-2009 and supported retail companies in translating customer data into targeted customer insights and making category management more customer-centric. At MediaMarktSaturn (MMS) he designed the international (multi-partner) BPO strategy in the context of the enhanced multichannel activities between 2009-2013 and rolled out it in various European countries. In addition, he ensured the operational BPO Contact Center performance from a central function. From 2015, he headed the Account & Project Management CRM division at MMS, where he was responsible for the multinational rollout of the MediaMarkt “Club” and Saturn “Card” customer loyalty programs. In the period 2013-2015, Mr. Dreesbach was also responsible for the rollout of various (digital) CRM & CXs at Audi AG Activities as Market Consultant Asia & Pacifics CRM and thus supports the digital transformation of the premium OEM.


At junokai, Mr. Dreesbach is involved in various projects and also acts as an interface within the Majorel organisation.


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!


Irfan Hajdarevic

Irfan Hajdarevic

Irfan Hajdarevic joined the junokai team as Senior Advisor in June 2021.


Irfan Hajdarevic holds a Master of Science degree in Industrial Engineering with a focus on mechanical engineering and project management. After several years leading multi-project management at a medium-sized company, he has been part of Majorel’s consulting unit for more than 3 years. Most recently, he served as Manager CX Consulting, various clients in the fields of Health Care, Banking and Start-Up. The main focus was on the professionalization and scaling of customer experience structures by establishing future-oriented technologies. The focus of his activities is the profitable securing of growth and the expansion of existing and new value-added streams by CX.


At junokai, Mr. Hajdarevic is also responsible for the expansion and development of the above-mentioned areas at C-level.


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


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 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!


Lennard Korte

Lennard Korte

Lennard Korte (1995) joined the junokai team as  junior 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!


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!


Dominikus Leicht

Dominikus Leicht

Dominikus Leicht (1989) joined junokai as a junior 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!


Sandra Lenzing

Sandra Lenzing

Sandra Lenzing (1971) joined the junokai GmbH team as a consultant in May 2021. The experienced banker has more than 25 years of customer service as well as outsourcer management experience in various management positions in different industries such as finance, telecommunications, FMCG, logistics, video identification, pharmaceuticals and medical products.


She started her career in the telecommunications industry as a quality manager in customer service. In the following years, Ms. Lenzing was responsible for management positions in telesales and retention & prevention outbound in fixed network as well as in mobile communications, including management of external call center partners. At the same time, she took over managing a company-wide tariff change project, which she successfully completed with an ARPU increase in the double-digit million range. As part of the merger, Ms. Lenzing was responsible for the smooth and successful synchronization of the systems as well as the handover of the companies‘ telesales campaign activities.


In the following years as Head of Outbound & Projects in B2B, she was responsible for the set-up and management of an external call center structure, executing scheduling and sales projects, an Inbound web lead team and a team of specialists for the purpose of customer analysis as well as customer retention and win-back. As Head of Customer Service, she succeeded in significantly increasing the customer satisfaction of a mobile phone provider and reducing the complaint volume by half within one year. Furthermore Ms. Lenzing was also responsible for a change and restructuring process of the customer service 3rd level in-house teams in the B2C area as well as the outsourcing of the telephone center, which resulted in significant savings.


With developing a central service provider management and tselecting a new nearshore call center partner as well as the intensive process optimization through digitalization, she convinced in the logistics industry.


As Vice President Operations of IDnow GmbH in Munich, she was responsible for the strategic development of customer service, customer satisfaction and the acquisition of an ACD, thus sets the course for the future. 


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


Andreas Mai

Andreas Mai

Andreas Mai (1972) joined the junokai GmbH team as a consultant in November 2019. He has 17 years of experience in the field of customer service in various management positions and as a specialist for sales in service and contract management.


Mr. Mai was responsible, among others, for a Roland Assistance (Insurance) location in Dresden as a location manager/authorized officer and was Head of the Roadside & Home Assistance department at Allianz Global Assistance. The focus of his work was on restructuring of the service teams, partially automation of the contact channels and improving the quality of customer service. 


As Sales Vendor Manager at Vodafone Kabel Deutschland, Mr. Mai initially managed six external service partners in all KPIs such as sales, quality and efficiency at eleven locations. In addition to controlling the service partners with regard to all agreed key figures, his tasks here included the expansion of all sales activities as well as conducting contract and price negotiations.


Then he assumed the project management for the rollout of the „Sales in Service“ concept in the Vodafone Customer Care area DSL as well as for the mobile service.


At Sky Germany, Mr. Mai headed Key Account Management in Customer Service. Here, Mr. Mai designed and negotiated performance-oriented service contracts for the external service partners.


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


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!


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!


Duron Nushi

Duron Nushi

Duron Nushi (1991) joined the junokai team as a junior consultant in May 2021. During his studies in Management and Marketing he gained his first experience as Assistant Contact Center Manager at Teleperformance.


He has over 8 years of experience in contact center and 5 of them in management in the operational topics of customer service, operations management, sales after service, quality management and project management. Mr. Nushi implemented projects in Kosovo while acting as a project manager for German companies. During the Corona Pandemic he implemented a work@home project in the nearshore, which is today a reference at Teleperformance in Pristina.


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!


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!


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 junior 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!


Hendrik Schmitz

Hendrik Schmitz

Hendrik Schmitz (1997)  joined the junokai team as a consultant in June 2021.


During his dual studies in International Management at Bertelsmann SE, he was employed at Arvato CRM Solutions and later Majorel and gained several years of experience in the field of customer service and customer experience, particularly in the development and deployment of digital solutions and automation. In the course of starting as a consultant in 2019, he was directly involved in setting up a consulting unit for Majorel and has since supervised and partly managed numerous customer projects. Through project assignments and as a certified COPC Manager has many years of experience in the operational customer service business, with a particular focus on structuring, conceptualizing and processing content, optimization approaches and overarching CX initiatives.


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 junior 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.