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Management / Directie

Work Experience

1995 – 2003 : Several Senior Management positions at Belgacom Mobile

07.2003 – 10.2003 : Service Center Manager – Customer Service - Belgacom Mobile
( Proximus )

Departmental, operational mgt & cost center responsibility for 140 highly specialized employees of which 18 managers ( 5 direct reports ) in specific domains like Emerging Business, tailor made Data & Voice applications, Complaints, Loyalty programs, Technical Network troubleshooting , etc…
Service Center department has been created in July 2003 as a result of an audit performed by “Booz Allen”

12. 1998 – 07.2003 : Lead Contact Center Manager + Emerging Business Manager - Customer Service – Belgacom Mobile ( Proximus )

Departmental, operational mgt & cost center responsibility for : Contact Centers (Mons, Antwerp & Brussels), Emerging Business ( new technologies & data applications ) and Outsourcing ( Sitel, Brucall… )
Site responsible for Contact Center Mons & Emerging Business.
Overall responsibility of budget, headcount en key performance indicators for all Contact Centers, Emerging Business & Outsourcing
Direct Headcount of 250 employees of which 22 managers ( 7 Direct Reports )
Indirect headcount of 500 employees of which 40 managers

10. 1996 – 12.1998 : Projects & Planning Manager - Customer Service – Belgacom Mobile ( Proximus )

Departmental, operational and cost center responsibility for the workforce team (forecasting, planning and follow-up of all shift-related customer service resources, workload allocation and planning ) and the projects team ( acting as an interface between Marketing, Sales, IT & customer service, resp. for project-requirements definition, communication towards whole of customer service, Intranet management )
Direct headcount of 25 specialized employees, mainly management level



03. 1995 – 10.1996 : Corporate Service Manager - Customer Service – Belgacom Mobile ( Proximus )


Responsable for the “customer service” of corporate accounts ( one-to-one )
Team consisted of 12 / 15 corporate service consultants, all employees level
Most interactions with Corporate sales and Marketing



1994 : career interruption due to birth of my twins


1989 – 1994 : Rank Xerox & Rank Xerox Credit


10.1991 – 01.1994 : Sales & Marketing Supervisor – Rank Xerox Credit

Responsible for a team of 3/5 persons.

In-the-field - support for the Rank Xerox’ direct & indirect sales organization ( Specific & On-request calculations of operational leases, rentings etc… ).
Organization of sales events sponsored by RX Credit


08.1989 – 10.1991 : Major Account Sales Representative – Rank Xerox


1987 – 1989 : GfK Market Research

Market research project leader for Personal Computers, printers, faxes….

Responsible for Data collection, Sales & Presentation of studies to customers such as IBM, Apple, Manudax, Siemens, Brother, Philips etc…


1986– 1987 : Management trainee – IBM

Education

Licentiaat Handels-en financiële wetenschappen

Skills

Broad and in-depth experience in different area’s such as Customer Service, Sales & commercial organizations : people & cost center management, operational management, change management, strategy-definition etc…

Former member of the “Top Group Resources” at the Belgacom Group

Former member of the Works Council at Belgacom Mobile ( employer’s side )

Languages

NL, FR, Eng

Other

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