Current
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Available for new opportunities
(March 2014 – present)

Summary:
After experiencing a very intense, hectic, challenging and confrontational period of 6 months both at Xerox and private – I decided to go back to basics and focus on the things that really matter in life….Family.

Employment History
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Client Team Manager | XEROX | Tilburg & Maastricht | NL
(September 2013 – February 2014)

Summary:
As Client Team Manager I was responsible for the results on personal, financial and contractual level. We provided a complete package of multi-channel services to one of the biggest players in the Dutch Mobile market. Furthermore I acted as sparring partner in the field of customer contact for my client. Their wishes had to be effortlessly translated within the internal organization whilst always finding the right balance between the interests of the client and our organization. The operational day to day business on the Dutch and offshore locations is in the hands of Delivery Managers and report directly to the Client Team Manager (total 7 FTE direct reports and 400 FTE indirect).

Responsibilities but not limited to:
• Continuity and commercial growth of the account on strategic and tactical level
• Offering high-quality integrated customer contact solutions and guarding a timely and correct implementation of the concluded agreements ensuring that all contractual obligations are met.
• Achieving commercial and financial objectives and goals as well as the employee- and customer satisfaction
• Provide necessary reporting and analysis on the account's business and activities
• Constantly optimizing our offered services and implementing new ideas that surpass customer expectations
• Maintaining and further extending the customers relationship

Channel Services Manager EMEAR | HERE, a Nokia business | Veldhoven | NL
(2011 – 2013)

Summary:
As Channel Services Manager I was responsible for managing the day-to-day operations of our existing customer programs developed for sales & service purposes of all the D2C & B2B mapping products. In parallel I managed all third party service providers, according to the SLA’s & SOW’s, performing customer- fulfilment- and distribution services.

Responsibilities but not limited to:
• Plan, develop and manage third party budgets
• Provide necessary reporting and analysis on the key account's business and activities
• Act as the liaison between HERE key accounts and service providers
• Interaction with HERE accounting for all invoicing, financials and CC mgmt. & reporting
• Forecasting of resource requirements at contact centre
• Presented our services at potential clients during RFP process

Achievements:
• Contributed a large part in pulling together a complex back office and CRM system to support one of our major automotive customers in Europe and North America. With tremendous stamina and endurance, I helped putting together the building blocks for a successful implementation of this EUR 200 million program. Whilst dealing with multiple departments, issues and limited resources in my team we have been able to achieve on our commitments.

Head of Operations | Arvato Services | Venlo | NL
(2009 – 2011)

Summary:
As Head of Operations I was responsible for a specific client. I led a group of 8 Team Leaders that each controlled a team of approximately 15-20 CSR’s. In addition, I was responsible for the quality and financial performance of the service, in accordance with the SLA and the financial budgets.

Responsibilities but not limited to:
• Perform monthly/quarterly/yearly business reviews
• See and use commercial opportunities on strategic and tactical level
• Structuring of in- and external information and establishing working procedures
• Managing productivity, proper performance, utilization and absenteeism as well as controlling / reducing staff turnover
• Achieving all operational & quality KPI’s as stated in the SLA
• Provide necessary reporting and analysis on the account's business and activities
• P&L - Complete ownership of the account’s successes and failures

Service Delivery Manager, Xbox EMEA | Arvato Services | Venlo | NL
(2009)

Summary:
As Service Delivery Manager I was country (Benelux) responsible for our client Microsoft Xbox. The business entailed a mixture of customer- and technical service provided in 8 different languages executed from our global infrastructure of Xbox sites. I’ve acted as an interim to support the EMEA-project called "Global Operational Excellence". Objective was to first standardize and align all EMEA Xbox sites with an aim to reach epic results in every region.

Responsibilities but not limited to:
• Perform monthly business reviews
• Establishing alignment between Xbox sites
• Structuring of in- and external information and establishing working procedures
• Managing the daily performance of call centre staff (direct 2 team leaders and 4 trainers)
• Achieving all operational & quality KPI’s as stated in the SLA
• Provide necessary reporting and analysis on the account's business and activities

Achievements:
• Within 3 months’ time we achieved our goal of full standardization and alignment across all Xbox sites. Creation and/or adjustment of operational procedures and training / product materials got implemented–followed by a complete makeover on every site with the Xbox look and feel (posters, banners, flyers, interior change using brand colours, gadgets, t-shirts). As next steps we implemented daily/weekly team sessions creating high visibility of results and agent awareness – this combined with intensive and frequent side-by-side monitoring eventually led to EPIC CSAT scores in my region. By the end of November we managed to increase the percentage of all participants that gave an NPS of 8 or higher from 30% to 80%.


Account Manager | Arvato Services | Venlo | NL
(2007 – 2008)

Summary:
As Account Manager I was responsible for multiple clients from different branches (utilities, credit collection, entertainment and oil & gas). I led a group of 4 Team Leaders that each controlled a team of approximately 15-20 Customer Service Representatives (CSR).

Responsibilities but not limited to:
• Perform monthly/quarterly/yearly business reviews
• See and use commercial opportunities on strategic and tactical level
• Achieving all operational & quality KPI’s as stated in the SLA
• Provide necessary reporting and analysis on the account's business and activities
• P&L - Complete ownership of the account’s successes and failures
• Present our services at potential clients during RFP process

Team Manager Sales | KPN | Eindhoven | NL
(2005 – 2007)

Summary:
As Team Manager I was responsible for overseeing the daily performance of my team of CSR’s (25 FTE) for all incoming calls. This includes the analysis and review of the day-to-day operations [all KPIs including Quality], team development and sales (conversion & add-on rates). Also responsible for ensuring continuous training of employees based on the organizational and individual needs.

Responsibilities but not limited to:
• Coaching, mentoring, motivating and guiding your team members
• Achieving KPI’s as stated in SLA
• Conducting job- and exit interviews, 6 months evaluation and year-end appraisal

Account Manager | Several Sales Companies | Barcelona / Marbella | SP
(2003 – 2005)

Responsibilities but not limited to:
• Handling queries from clients received by e-mail / phone
• Manage and extend relationship with clients
• Cold calling from an existing database

Owner | v. Gelder & Gubbels BV | Venlo | NL
(2000 – 2003)

Responsibilities but not limited to:
• Wholesale in fruit & vegetables throughout Europe, mainly asparagus
• Several production lines in place for packaging or peeling asparagus
• During high season 75-100 people employed

Education

• Philipse Business School | Post HBO | Contact Centre Management (2010 – 2011)
• COPC | High Performance Management Techniques (2006)
• KPN Corporate | Management & Training Skill Courses (2005 – 2006)
• Collegium Marianum | HAVO (1990 – 1996)