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Senior Program Manager

Work Experience

CAREER TO DATE

Crisis Manager - Customer operations logistics, MM02 (European mobile operator), 2002
The changeover to the new logistics partner (UPS) and new system (Oracle) did not progress as expected. I was called in to re-align the project and set up an emergency work-around to facilitate deliveries and invoicing.
Project team: 16.

Consultant/Interim manager - Customer operations, MM02 (European mobile operator), 2001
Set up a new project and program department in customer operations. As Customer operations was not reaching their KPI¡¦s (key performance indicators) it was necessary to develop a method of coping with projects and implementing improvement projects. To set up the department I had to recruit and train the manager and 18 staff members. To prove the success of the new department I had to function as the department manager for 8 months.
Department team: 18.
Department budget: Euro. 5.000.000.



Program Manager - Mobile banking, Telfort (European mobile operator), 2001
Postbank, Genie (internet provider) and Telfort introduce the first mobile banking service in the Netherlands. As program manager I was responsible for co-ordinating, introducing and implementing 12 projects that made it possible to introduce the service; including outsourcing of the customer service front office.
Project team: 9 direct reports.

Project Manager ¡V CRM, Telfort (European mobile operator), 2001
Overall co-ordinator of three projects including the selection and implementation of a new CRM package within Telfort.
Project team: 6.
Project value : Euro. 13.000.000.

Project Manager CRM Data Quality, Telfort (European mobile operator), 2000
Development and implementation of a Unified Central Database for CRM and a new GUI to prevent further pollution of the database.
Project team: 8.
Project value : Euro. 3.750.000.

Consultant - Line Sharing, through Logica for KPN (incumbent operator), 2000
Due to OPTA (telecom regulator) regulations, KPN had to develop line sharing on its network for telco¡¦s. As a consultant in the business unit Carrier Services, I needed to develop knowledge of this skill set, producing a risk analysis and quick scan for the Logica product.
Project team: 3.
Project value : Euro. 55.000.

Project Manager - Local Access (pilot), through Logica for KPN (incumbent operator), 2000
The project had to deliver two pilots as an introduction to a new service to telecom operators. It facilitated interconnection for telecom operators at local switch level on both AXE and 5 ESS switches in the KPN network. Planned delivery time was 6 months but due to OPTA regulations delivery time was shortened to 2 months.
Project team: 9.
Project value : Euro. 2.450.000.

Project Manager - Service Number Portability, through Logica for KPN (inc. op), 1999
Service number portability had to realise the porting of all service numbers that were hosted at other operators by changing switches and re-adjusting the billing system. This had to be realised via the IN platform.
Project team: 9.
Project value : Euro. 4.500.000.

Project Manager - Media Number Portability, through Logica for KPN (inc. op), 1999
Realisation of number portability of media numbers to other local operators. The OPTA (regulator) had demanded that it should be made possible that media numbers be ported to other operators. Due to time constraints, the suppliers could not deliver on time and a temporary exchange data solution had to be implemented.
Project team: 2.
Project value : Euro. 500.000.

Project Manager - ISDN CUG (Closed User Group), through Logica for KPN (inc. op) 1999
Feasibility study and development of the service Closed User Group for ISDN customers.
Project team: 2.
Project value: Euro. 650.000.

Project Manager - Number portability, through Logica for Unisource Belgium, 1998
Determining impact and producing a project plan to implement number portability by utilising B-number analysis.
Project team: 2.
Project value: Euro. 140.000.



Project Manager - Host Access, through Logica for KPN Carrier Services, 1998-1999
Design and built a switch and C7 signalling network as well as all process adaptations to facilitate interconnection at the local switch level to interconnect with other wholesale operators in the Netherlands.
Project team: 8.
Project value: Euro: 2.000.000 (ex national rollout).

Training Co-ordinator - Varitel through Logica for KPN (incumbent operator), 1997
Set-up and trained for the Varitel project within KPN. Large groups of people had to be informed and trained to facilitate the Omega project (migration of telco¡¦s from the National Access Point to Regional Access Point). Training was developed and given weekly, trainers and speakers had to be selected, and courses had to be evaluated.
Project team: 2.
Project value: Euro 12.000.

Branch Manager - Phonex Telecom Centre, 1997
Phonex Telecom was a national distributor of telecom services and products. Acted as branch and line manager.
Branch: 6.

Project Advisor - KMC, 1994 - 1997
KMC is a wholesale distribution company in automation and office furniture in the Netherlands. We realised projects such as the transfer of the head office of the Belgian Generale Bank, the Dutch Labour Bureau and the Dutch Rabo Bank.

Sales Manager and substitute branch manager - Office Centre, 1993 ¡V 1994
Office Centre is a division of the Makro group specialising in office supplies, automation and telecommunications.

Financial controller - Ministry of education, 1992-1993
Performed research and evaluated projects run at high schools under the jurisdiction of the ministry.

Director/Owner ¡V Officeware Pty Ltd, 1984 - 1993
Officeware was a retail company in automation and office furniture.

Director/Owner ¡V Firmus Labour Force and Personnel Pty Ltd, 1982 - 1992
Labour broker and personnel agency for the chemical and steel industry.

Cashier, Barclays Bank, 1981

Education

1982-1986 Potchefstroom University South Africa- Bachelor of Commerce Graad,
vakkenpakket: Bedrijfseconomie I, II, III, Bedrijfsleiding, Marketing, Kosten
Berekening I, II, III, Economie I, II, III, Computers I, II, Cobol, Fortran,
Assembler, Pascal, Basic/T-Basic
1978-1980 Militaire Dienstplicht
1972-1977 Transvalia High School, Gymnasium

Cursussen en trainingen:

2000 Presenteren, Boertien en Partners
2000 Manager als Coach, Boertien en Partners
2000 Effectief beïnvloeden, Boertien en Partners
1999 Project matig Creëren,
1999 Brainstorming methodiek, Kwekel
1998 Persoonlijke effectiviteit, Kwekel
1997 Introductie telecommunicatie
1996 CMO AOV Opleidingen Rijswijk, 1982-1986 Bachelor of Commerce - Potchefstroom University, South Africa.
Business economics I,II,III, Business marketing, Cost accountancy I,II,III,
Economics I,II,III, Computer science I,II, Cobol, Fortran, Assembler,
Pascal, Basic/T-Basic.

1978-1980 Military service, South Africa.

1972-1977 High School ¡V Transvalia High School, South Africa.
TRAINING COURSES

Product related courses:
Windows, Microsoft Office, Lotus Notes, various telecommunications courses (KPN fixed and mobile).

Trainer courses:
Presentation course (Boertien & partners), Brainstorming methodology (Kwekel).

Management courses:
Call centre management (IIR), Coaching for Staff consultants, The manager as coach (Boertien & partners), Effective influencing (Boertien & partners), Project management various courses, Self-development (Kwekel), Motivating project teams (Kwekel).

Sales courses:
Adaptive selling (Berenschot en Simons), O.E.T.D. Office engineering (Assenburg)

Language courses:
Dutch language (university and private lessons), First year French.

Skills

EXPERIENCE

Line management:
„X Line manager Logica.
„X Manager Customer operations programs O2.

Training experience:
„X Multiple brainstorming sessions.
„X Project management training sessions.
„X Introduction training new employees.
„X Training MS projects.
„X Product training and introductions.

Personnel and staff management:
„X Staff consultant.
„X Coach.
„X Developing and formalising coaching.

Project Management:
„X Managed multiple projects and programs.
„X Advised on project management methodology development.
„X Coach and mentor to project leaders and managers.
„X Motivating project teams.

Sales and marketing:
„X Target setting, forecasting, budgeting.
„X Account management.
„X Market research.

CRM:
„X Determine quality specifications for customer data.
„X Re-design and implement a new GUI.
„X Negotiate a contract for the database cleaning.

Customer operations:
„X Call flow reduction.
„X Multi-channeling implementation.
„X Script improvement and knowledge management.
„X Implementing changes due to company projects.

Languages

Fluent in both English and Dutch

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