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Senior Manager Customer Services

Work Experience

06/2005 - 12/2005
Delivery manager with an outsourcer of contactcenter services.
- account-, project, and operational management for the outsourcing of contactcenter services of a telco organisation.
- define and building-up the organisation from 30 to 250 FTE's
- Managing process description and implementation.

01/2005 - 05/2005
Process manager
Define and implement a full front- and backoffice organisation for a start-up (business support to SME)
- implementation of processes supported by Microsoft CRM
- implement organisational structure and hiring of staff
- implement planning and control cycle for performance and financials

02/2005 - 03/2005
Advisor for a local government
- define vision and strategy for customer contact (civilians and businesses) to the organisation
- draw an plan of approach to interface the new frontoffice to the existing backoffice processes.

11/2004 - 01/2005
Operations manager in a distribution center for medical equipment.
- integration of customer service and supply chain into one department
- change productfocus into customerfocussed processes.

08/2000 - 10/2004
Senior manager Customer Operations department (MT-position)
- Three locations; total of app. 200 FTE's
- Two call centres and three back office departments
- Service organisation for Internet, Telephony and Cable TV customers
- Restructuring the department
- Describe mission and strategy for the service organisation
- Transform three different locations in a merger to one entity as to control, processes and procedures
- In sourcing external call centre activities
- Changing the product focus in the organisation into a customer focus
- Handing over the department to a new Multi Utility service provider organisation
- Participate in definition and setting up the multi utility service organisation
- Handing over parts (processes and personnel) of the department to the new M.U. service provider
- Run-down and dismantle the customer operations department in the old environment

Education

Higher Technical College Automotive Industries
Higher Economic and Administrative College; Information Technology
Higher Economic and Administrative College; Business Management

Skills

Vision
Analytical
Conceptual
Communication skills
Drive for solutions

Languages

Dutch (mothertongue); Fleunt in speech, writing and reading
English; Fleunt in speech, writing and reading
German; Good in speech, writing and reading
French; Moderate
Spanish; Moderate

Other

Characteristic for my professional history are:
- Development of organisational strategies
- Translate strategy into an approach, resulting in a well-founded change
- Teamwork and coaching
- Senior management experience
- Managing large departments
- Coaching of small specialised teams
- Structuring business processes, and from that:
- Set up new organisations
- Reorganisation of existing organisations
- Knowledge and experienced in the sphere of:
- Organisational set up and development
- IT
- Customer Services
- Call centres
- Process redesign
- The challenge I am looking for is to set up new, and/or optimise existing, organisations on strategic level to give the organisation a distinguished head start

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