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Director Customer Relations (CRM)

Work Experience

BUSINESS EXPERIENCE

December 2000 – today BASE
BASE is the third Belgian Mobile telephone operator, 100% owned by KPN the Netherlands

December 2000 – today Director Customer Relations
At the start the Customer Operations Department was grouping 5 departments: Call Centre, Back Office, Billing & Collections, Project management and Reporting and Control. Through continuous process re-engineering and consequent efficiency gains, the Customer Operations budget has been reduced with 50% over three years time, while the customer base to be served has tripled. Actually all activities are dealt with in two departments: Call Centre and Back office, which has also permitted to drastically reduce management overhead.
Main experiences:
·Leadership .Performance management
·Development & coaching ·Communication skills
·Total quality management·Change management
·Result orientation (BBSC)·Resilience
·Outsourcing ·CRM-CLM

October 1992 – November 2000 CB Direct Insurances
CB Direct Insurances is a subsidiary of the Dutch Achmea Group, specialised in Direct Insurance sales.

October 1992 – November 2000 Managing Director Customer Operations
In this function I was responsible for all Technical Insurance aspects of the Company and for the Customer service organisation. I was member of the Board of Directors.
Main experiences:
·Concept definition ·Customer focus (Direct contact)
·Telesales – Call Center start up .Automation (Call Center)
·Initiative & pro-activity·Customer satisfaction survey
·Direct marketing techniques ·Business planning

June 1986 – September 1992 AXA Insurances
AXA Insurances is the leading Insurance Company on the Belgian Market, part of the International AXA Group.

June 1986 – August 1987 Manager Fire Insurance Department
I was asked to reorganise and rationalise this department that at the time was making important losses. The Department was as well responsible for the risk acceptance, the policy administration and the claims handling. The staff totalised 35 people. .
Main experiences:
·Target setting & monitoring ·Reporting
·Creativity & innovation (team)

September 1987 - December 1988 Manager Motorcar Insurance Department
This Department was the biggest one at the time as the Motorcar Insurance portfolio represented the main activity (and income) of AXA. At the start it grouped 180 staff members. It was my mission to improve the efficiency of the organisation and to bring the results to a better level.
Main experiences:
·Proces re-engineering ·Financial results (improvement of)
·Project team merger ·Integration of automation

January 1989 – December 1991 Area Director Brabant
AXA decided to decentralise its main activities in the private Insurance area and created 5 regional Business Units. I was appointed to lead the Brabant BU, located in the head office in Brussels. With my management team of 5 people and a total staff of 165, I was totally P&L responsible for this area.
Main experiences:
·Commercial organisation ·Business Unit management
·Development of management- and organisational skills

January 1992 – September 1992 Director Top Brokers Brussels
After three years of decentralised activities, AXA Board of management decided, based upon a cost-benefit analysis, to return to centralisation of all activities except for the sales forces. I was appointed for the maintenance and development of the relationship with the Brussels Top Brokers in the area of Private Insurances.
Main experiences:
·Relationship building ·Commercial acumen
·Information management

June 1981 – May 1986 HELVETIA Insurances
Helvetia Insurances was part of the Swiss Helvetia Insurance group. Actually the Helvetia group has been reorganised in Switzerland and the activities in Belgium have been split up between Swiss National and Elvia.

June 1981 – December 1982 Manager Claims Department
As Manager of the Claims Department I was responsible for three departments with in total 35 staff members. I became also member of the Board of Directors. It was my first task to improve the quality of service as there was an important backlog..
Main experiences:
·Management en organisation ·Proces definition
·Organisation customer services ·Automation
·Budget ·Coaching of people and teams

January 1983 – May 1986 Managing Director Technical Department
In this role I became responsible of all technical Insurance matters as well regarding Products & Services, Policy administration and Claims handling. A team of 115 staff members dealt with these activities and 4 managers were reporting directly to me.
Main experiences:
·Project working ·Efficiency improvements
·Quality measurement ·Leadership


June 1975 –June 1981 ZURICH Insurances
Zurich Insurances is a subsidiary of the Swiss Insurance group, and part of the top 10 Insurance companies of Belgium.

June 1975 – December 1976 Special claims handler for labour accidents
The “Labour accidents” department handles all claims occurring in the scope of the execution of a labour contract (regulated by Law).
Main experiences:
·Analytical thinking ·Conviction power
·Teamwork ·Customer ortiented

January 1977 – June 1981 Claims adjustor
The main assignment was the settlement in the field of the claims introduced either by customers (Property and Bodily injury insurances) as by third parties (Liability insurances). Additionally I was giving training to the team regarding liability matters.
Main experiences:
·Direct customer contact ·Negotiation of agreements
·Training skills

Education

1961 – 1968 High School - St. Jozefscollege Hasselt
Latin & Greek

1969 – 1974 KU Leuven: Degree in Law – Cum laude

1974 – 1975 UL Bruxelles: Special Degree in European Law

Skills

Main areas of (technical) knowledge and experience

·Management of larger teams
·Planning and organisation
·Total Quality Management
·Project Management including Business Case approach
·Process Management
·Change Management
·Business Planning
·Budgeting
·CRM (Customer Relation Management)
·CLM (Customer Lifecycle Management)
·Call Centre - Contact Centre
·Performance Management
·Job profiling and definition including positioning through the Hay methodology
·Purchasing and contract negotiation
·All Microsoft Office tools

Languages

Dutch Mother tongue

French Fluent

English Fluent

German Practical

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