Curriculum Vitae

Personal Details
Name:
Timo Hollwedel
Address:
Ziethenweg 5

27755 Delmenhorst
Germany
E-Mail:

Nationality:
German
Marital Status:
Married, two children
Current Position:
Global Customer Contact Process & Workflow Coordinator

Education and Qualifications

1996 - 2002
Vocational school / College (technical)

Delmenhorst, Germany
1993 - 1996
Highschool West (Highschool)

Delmenhorst, Germany

Work and Skills Summary
2007 - present
Global Customer Contact Process & Workflow Coordinator
2002 - 2007
Software Developer
2001 - 2002
Airline Sales Agent, IATA Helpdesk
1996 - 2000
German Army
1996
Electronic technical
1992 - 1996
Education for Electronic technical specialist

Ten years of experience in airline contact centre including BABS / Amadeus and
several CRS skills.
Eight years of experience in software projects, with most recent experience and
expertise in building QIK desktop front end (MARS) and back office applications
for process simplification.
Skills in analysing the needs of clients, interviewing end-users and determining
system specifications, including testing and instructing end-users on software
use.
Ability to complete projects within deadline.

Programming languages:
Visual Basic.NET, C#, SQL

Scripting and mark up languages:
HTML, XML

Database technologies:
SQL Server 2005

Other:

MS Office (Word, Excel, Power Point, Access, Visio)
Photoshop
Visual Studio

Work Experience

Aug 2001-present
British Airways

Bremen, Germany
Position:
Global Customer Contact Workflow Coordinator

In 2001 I started my career at British Airways as an IATA Helpdesk agent with
responsibility for trade / corporate agents throughout German market. After a
couple of month practical experience in the contact center I was given the
opportunity to assist the scripting department as a Line Scripter, followed by
the position as a Software developer. Over the years I was able to acquire
substantial airline and additionally technical development knowledge. Since 2008
I am responsible for the process and workflow optimisation to increase the
productivity in our Contact Centres in Germany, UK, Cyprus, Slovakia, South
Africa, Nigeria, India and China.

Other skills and interests

Languages: German, English

Interests: Travel, Computer, Baseball

Awards: British Airways Annual Exceptional Performance Award for
Customer Contact & Distribution Europe 2004-2005