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Projectleader/Technical Consultant

Projectleader/Technical Consultant

Work Experience

ADP
Period April 2003 till present
Position Free lance Genesys Consultant
Description ADP is a worldwide operating outsourcing company specialized in salary processing. For the ADP callcenter I am currently upgrading their existing Genesys 6.1 environment to version 6.5 and integrating the Genesys client into the Clarify CRM environment. Also I am advising them as to how to expand the current Genesys environment to routing and email and workforce management integration.

POINT INFORMATION SYSTEMS
Period November 2002 till April 2003
Position Free lance Project Manager
Description Point is the new front-end product of choice for the largest call center of the Netherlands. A number of projects have now started implementing the CRM suite.
I am responsible for the project management and CTI consultancy for two of these projects, one regarding the help desk of a mobile phone provider and one regarding the implementation of quick outbound campaigns. I also am the main point of contact regarding all CTI issues.

GENESYS (HUIZEN)
Period November 2001 till November 2002
Position Free lance Project Manager
Description Genesys is a leading manufacturer of CTI and Workforce Management Software.
I was responsible for the complete (3 site fully virtual) Genesys installation at a large Dutch insurance company. I was also responsible for creating all functional documentation for this configuration.
Previously:
- managing the implementation and the User Acceptance testing of Genesys Workforce Management Software at a Belgian Mobile provider.
- Helping the business define requirements for integrating outbound and email into a callcenter at a Dutch bank.
- Writing a project plan for the implementation of Genesys at the Dutch Tax Office.

ASPECT COMMUNICATIONS BV (HOOFDDORP)
Period 2000 till November 2001
Position Senior Solutions Consultant
Description Aspect is the leading manufacturer of Contact Center and eCRM hard and software. The Benelux office is mainly oriented at selling Aspect Solutions to large companies in all sectors of industry. As Senior Solutions Consultant I play a major role in the sales process by translating complex customer wishes into Aspect solutions, providing business consultancy to customers and presenting Aspect in presentations and seminars. I am functioning as Technical lead, interface to product development, interface to partners and project leader in a number of major bids.

CMG CALL CENTER DIVISION (AMSTELVEEN)
Period 1997 - 2000
Position Senior Business Consultant/ Project Manager
Description The Call Center division of CMG is dedicated to the construction, design, systems integration and outsourcing of contact centers and other customer-facing systems. I have functioned in a number of roles as a senior consultant, responsible for commercial contacts, bid responses and contact center audits and was project manager for the implementation of a contact center for a major airline as well as some smaller projects. I have acquired extensive experience of the integration of complex customer-facing systems, defining CRM solutions, interfacing with corporate back-office systems, working with partners, managing formal tender responses, deployment of services and the project management of complex, component-based implementations.

EIS INTERNATIONAL NORTHERN EUROPEAN CHANNEL DEVELOPMENT (SCHIPHOL)
Period 1995 - 1997
Position Consultant
Description EIS International was at the time the market leader in the sector of call-center management, providing a range of cutting-edge products and services centered on the automation of outbound telephony. I was responsible for supporting the sales efforts of the European distributors of EIS through pre-sales and post-sales technical support, presentations, seminars, training courses, demonstrations, responses to tender and positioning of EIS' product offering. My main effort was in trouble-shooting EIS solutions throughout the world. My work with EIS has given me a strong grasp of the European CTI and contact center marketplace and of the commercial and technical issues it faces as well as a solid grounding in the technology issues, particularly for UNIX and client-server systems.

STUDIO PC (AMSTERDAM)
Period 1992 – 1995
Description Studio PC is a graphics VAR specializing in high-end solutions for professionals. It delivers solutions for pre-press, 3-D modeling and video animation. I was responsible for the day-to-day management of the operation, functioning as 2nd in command. Working at Studio PC has strengthened my commercial and presentation abilities.

MODERN MEDIUM BV (AMSTERDAM)
Period 1983 – 1992
Description Modern Medium was one of the first companies to offer a low cost rendering package to the Architectural community. 3 others and I founded the company which in 1990 had 14 employees. As part of the management team I focused on development for new platforms and education as well as having a general responsibility for the company. My work for Modern Medium has given me a firm basis in how companies function, both organizational as well as financial.








Education

Training Courses
·Target account selling training (Siebel)
·Enterprise selling training (Siebel)
·Effectief verkopen (Schouten en Nelissen)
·Project management (CMG CPM-1 & 2)
·Genesys implementation courses
·Various internal and external technical courses, congresses and seminars (1988 - Present)

General Education
·Sociaal Wetenschappelijke Informatica, University of Amsterdam.
·Medicine, University of Amsterdam (Not finished)
·VWO-B, S.G. Caland, Rotterdam


Skills

·Experienced in management consultancy, technical consulting and technical project management.
·Commercial background: bid management, account management, sales.
·Extensive technical background: Computer Telephony Integration (CTI), customer relationship management (CRM), call center systems, e-business, m-business, enterprise middleware, technical architecture.
·Strong communication and presentation skills.


Languages

·Fluent in Dutch, English and some French and German

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