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Interim Call Center Manager

Work Experience

2004 Planet Media Group, Amersfoort, Netherlands
- Projectleader 'Planet Internet' and 'Het Net' Billing & Collection optimization in 'Customer Satisfaction turnaround programme'

2003 T-Mobile, Den Haag, Netherlands
- Projectleader 'Implementation new technical support desk'

2003 Antwoordservice Nederland, Den Haag, Netherlands
- Projectmanager Callcenter optimization


2003 Call-It, Weert, Netherlands
- Callcenter Performance management concept development


2002 – 2003
- Contact Center management- Business development

2002 VH International, Barcelona, Spain
- Strategy development, Insurance sector

2001 Rabobank Callcenter, Best, The Netherlands
-Projectmanager Balanced Scorecard implementation

2001 Winstar Communications Europe, Brussels, Belgium
-Quality assurance manager, Pan-European customer care implementation project

2000 – 2001 – Erasmus University,Rotterdam, The Netherlands
- Development Call Center balanced scorecard
- Development Call Center outsourcing decision tool

2000 NUON, Alphen a/d Rijn, The Netherlands
- Interim Manager callcenter, back-office and metering organisation of leading Dutch utility company.- Responsible for reorganization (people, processes, systems and performance management)

1999 Vocalis Telecom S.L., Girona, Spain- Strategy development, telecom carrier

1999 Vocalis Telecom Dienst B.V., Noord-Scharwoude, The Netherlands
- Interim manager customer service center
- Interim sales manager

1998 – 1999 Attitudes Public Relations, Brussels, Belgium- Sales coach for public relations consultants

1998 Hadron LTD, Hong Kong
- Distribution channel development Argentina, Paraguay & Brazil

1998 Chainlight, Arnhem, The Netherlands
- Distribution channel development Argentina

1998 New Horizon Digit, Shanghai, China
- Pan-European market research & strategy development

1998 BRUG S.R.O., Prague, Czech Republic
- Interim sales trainer outbound call center

1997 Triple S Telecom, Zoetermeer, The Netherlands
- Market research and strategy development

1997 The Box Fashion, Oud-Beijerland, The Netherlands
- Development customer loyalty program, fashion retailer

1997 USP Marketing Consultancy, Rotterdam, The Netherlands
- Marketresearch construction industry- Marketresearch construction materials industry

1996 Flamco-Polynorm Group, Gouda, The Netherlands
- Marketresearch expansion vessel market China(location Guangzhou, Bejing & Shanghai)

1996 Bouwcenter, Woerden, The Netherlands
- Marketing Strategy Development Construction Materials franchise organisation

1994 – 1996 Alpha Adviseurs, Rotterdam, The Netherlands
- Supervisor, trainer & coach of telemarketing department

Education

1986-1992 VWO, Petrus Canisius College, AlkmaarRotterdam
1992-2000 Business Economics, Erasmus University of Rotterdam(Masters degree)
1993-1994 Spanish Course, University of Leiden
1995 Spanish Course, Utatlan, Quetzaltenango, Guatemala
1999 Callcenter Campus, Purdue University, La Fayette, USA
2002 – 2003 Spanish Course, Version Original, Barcelona

Skills

Based on my experience in callcenters as interim manager, consultant and trainer, I developed a no-nonsense, result oriented, people focused management style.

Reorganization of call centers while keeping call center representatives motivated under difficult circumstances is my passion.

Languages

Dutch Excellent
English Excellent
Spanish Excellent
German Basic Level – Good
French Basic Level

Other

OTHER ACTIVITIES
Chairman Human Capital Rotterdam Committee;
Consultative council to the Mayor and his corporation of the City of Rotterdam

Member of Rotterdam Samen;
A think tank and consultative council to the Mayor of the City of Rotterdam. Consists of top managers of ING, Royal Dutch Shell, Fortis, KBB etc.

Organisator Research project Mexico & Seminar ‘Business in Mexico’

Participant Research project China

Passionate Traveler to Asia, Latin America and Europe

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