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.
Alex Vlugman
Business Analyst
Nuno became my manager when the organization we were both working in changed in 2015. I became Teamlead and Nuno was my direct manager. Since the organizational change was new to both of us we immediately started working of clear expectations and building a good working relationship by means of reoccurring 1 to 1’s.
To me Nuno is a great manager that invests time in his people. Since I was new in the leadership function I had challenges in being firm to my direct employees at times. Nuno helped me a lot in developing this skill by means of various practices. Role plays, feedback and guiding me outside of my comfort zone which is the only place you can develop in. I can definitely say I am a much more firm person now.
As a manager Nuno is structured and organized which is very nice to have. He is honest and you certainly can have an open dialogue with him. He trusts his employees and gives you room to use your own creativity but challenges you at the same time by asking you questions in a positive way. His goal was never to say your idea or outcome is not good. He merely wanted to also show you different approaches are possible as well as outcomes. Nuno invests time in his team, not only at work but also outside by means of team days and organizing team based activities to also have fun outside work for the ones interested.Â
Lastly Nuno is a great coach due to his trainer experience. He is able to adjust his approach to the person he has in front of him making every coaching session a tailor made one.Â
I certainly recommend Nuno!
