EXPERIENCE
2020-2023
5CA
DIRECTOR OF OPERATIONS
Driving innovation through VoClient, VoCustomer, and VoBusiness, along with the design and execution of COPC Operational Excellence and Lean 6 Sigma Continuous Improvement, we enhance Client Relationship Management and provide VIP setup support.
Assisting the COO in executing operational goals that foster company growth, we implement business strategies including mission, vision, and plan execution (OGSM), manage RFP deliveries, and oversee Client Onboarding with operational setup.
We bolster a Remote Working structure and the management of virtual teams, review financial information to adjust operational budgets for increased profitability, and develop Operations Managers & Client Support Teams (350+ FTEs).
Additionally, we focus on developing and enhancing a Quality Program to boost Customer Experience Satisfaction and devise innovation plans to augment efficiency and cut costs.
2019-2020
Webhelp
CUSTOMER EXPERIENCE MANAGER
Providing global support to five sites worldwide (markets: EMEA, APAC, and Americas) for a leading Dutch company in the lighting industry, recognized as a global leader
* Assisting the Global Account Director and the COO with budget oversight, deliverable tracking, client relations, and management of a global team for a multi-million 8-figure account
* Managing, enhancing, and designing omnichannel customer journeys through process mapping and customer feedback to refine all interaction points
* Orchestrating coordination among stakeholders such as sales & service, marketing, account management, learning & development, quality, WFM, Business Intelligence, and HR to sharpen customer experience
* Implementing Lean 6 Sigma programs (establishing vision, providing direction, training, coaching, mentoring, and supplying lean tools)
* Conducting Voice of the Customer (VOC) analysis to pinpoint pain points, adjust processes with a customer-focused approach, and deliver action plans to frontline staff and support teams
* Taking charge of NPS results and establishing a closed feedback loop to foster a culture of continuous improvement
* Providing support and insights for RFP processes and evaluations
2015-2018
2006-2018
KLM Royal Dutch Airlines
Cygnific
VENDOR & PERFORMANCE MANAGER {accumulated function}
* I led the design and delivery of transformational activities that shifted business cultures towards greater customer-centricity. This was achieved through behavioral changes and a customer service approach that improved the Net Promoter Score from -32 to +13 and the Customer Satisfaction Score from 5.7 to 9.1 within six months. Additionally, I initiated a 28% increase in quality compliance (from 65% to 93%) and a 218% increase in sales revenue, along with a 12% improvement in sales conversion over the same period. I also developed a business strategy that reduced attrition among outsourced suppliers while enhancing agent development and further improving customer metrics. Operationally, I was responsible for managing over 150 offshore personnel across two vendors, as well as overseeing RFP and contract management, reviews, and support.
1997-2005
ACP | MSV | FPB
2013–2018
CUSTOMER SERVICE MANAGER | OPERATIONS MANAGER
Responsible for managing Customer Service, which includes overseeing the sales and service teams of KLM and Air France for the Benelux markets, encompassing over 100 personnel. My direct responsibilities include overseeing customer service operations that generate profits exceeding €100 million and managing daily operations to achieve KPIs. Additionally, I am accountable for the implementation and execution of projects that enhance customer experience, such as KLM's 'Transform 2018' program.
2011–2018
CHANGE | CONTINUOUS IMPROVEMENT MANAGER [Lean6Sigma] {accumulated function}
* Empower and energize the organization with Lean Six Sigma principles through training, coaching, mentoring, and inspiration.
* Guide teams in revolutionizing systems and processes to hit targeted ROI goals.
* Cultivate a customer-focused mindset across the Customer Service division.
* Oversee a dedicated team employing Lean Six Sigma practices to enhance customer value.
* Spearhead and conduct Kaizen (Lean Six Sigma) events.
* Design and lead dynamic workshops on Lean (A3) problem-solving methods.
2006–2013
LEAD & TRAINER
I was tasked with the creation, implementation, and execution of training programs, and I manage a workgroup of over 15 individuals across the Benelux, South Europe, and Nordic markets.
BASKETBALL PLAYER | Junior National Basketball Team
As a professional basketball player, I take pride in my ability to work hard, collaborate with my team, and make quick decisions under pressure. I have developed a strong work ethic, which has allowed me to be a leader on and off the court. I am a passionate player who is result oriented and analytical, focusing on continuous improvement. My skills also include strategy implementation, coaching, and cross-functional communication. I believe that with the right mindset, teamwork, and leadership, there is nothing that cannot be accomplished.
Projects
Business Transformation
5 year transformational program within 5 pillars: First class performance, Innovation; Tools; Organization; People
Offshore Business Intergration
Integration of 2 offshore locations with Hub for the Airfrance-KLM group
Empowerment
Front line support with decision making power to meet customer demands
Quality Program
Quality Incentive Program
Turn Around Plan
Reset Account structure wit PM approach accross the board to achieve VoC requirements
System automation
UX design based on user experience
Avaya Oceana Deployment: Workforce management
Operational deployment of routing work force management system
Staff Retention
Resolved high voluntary staff turnover with the Nordic team (92%) creating coverage issues
Business Reorganisation
From 2 leading roles to 1 Team leader to increase efficiency and to decrease Unit Cost reduction and general costs
Refunds | No queues: Q=0
Reduce time to refund (current state: 4 to 6 weeks)
I-Pad on board
Design process to ensure customer contact points are considered throughout the customer journey
VoC process implementation
Design process to ensure VoC is available and acted upon