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TIP: soortgelijke CVs vinden

Directeur a.i.

Werkervaring interimmanager

10/2011 - present Director, Operations / Statutory Director
Convergys (former Stream Global Services)

As (Statutory) Director I am responsible for the Benelux region and Scandinavia as well as a center in Poland for my client Telefonica Germany (O2). With approximately 1.000 employees in centers in The Netherlands, Sweden and Poland we offer a wide range of customer facing services (a.o. Sales (Support), Technical Support, Customer Care and back-office work) to our top level international clients. For most clients we cover the entire EMEA region (Europe, Middle East and Africa) through phone, email, chat, back-office and social media (Facebook and Twitter).

As a director I play a leading role in business development, as Im responsible for growing my companies. I have a proven track record of success by winning several new clients such as Nike and Calvin Klein/Tommy Hilfiger as well as managing my sites’ key accounts and growing our business with them, such as DELL, Expedia, IKEA/Whirlpool and Western Digital.

In 2013/2014 I was responsible for leading the sales efforts to win major deals with Telefonica Germany (O2) and Netflix. I led the negotiations with these clients and managed cross-functional sales teams. Negotiations were held at C-level with these respective clients, in English (Netflix) and German (Telefonica). Both efforts resulted in signed contracts in Q2 of 2014.

At Stream I was awarded the 2012 global leadership award for my achievements in The Netherlands and Scandinavia.

10/2010 - 6/2011 Operations Manager Benelux (COO)
Teleperformance Benelux

As Operations Manager Benelux I was end responsible for Operations in the Benelux sites Zoetermeer, Tilburg and Brussels and account management for the key accounts in these respective sites. I was responsible for approximately 1.250 employees amongst which approximately 100 managers and staff.

Teleperformance is the world’s biggest contact center company. In The Netherlands, Teleperformance is market leader. Teleperformance performs customer contact services (B2B and B2C) for many large national and international companies, such as Tele2, Ziggo, UPC, Procter & Gamble, Microsoft, HP, Shell, Apple, T-Mobile (BEN and Online), Mobistar, Belgacom and many more. The services are mainly technical support, customer service and inbound and outbound sales.

Result: amongst others a full reorganization of the Belgian company based in Brussels.

Contract ended because of insurmountable differences in opinion regarding the solution of certain problems Teleperformance was facing.
References available.

1/2009 - 10/2010 Deputy director
Zadkine Contract Activiteiten BV

Director. Zadkine Contract Activiteiten B.V. (ZCA) is a private institute affiliated to ROC Zadkine, a public school for vocational education in Rotterdam. Zadkine Contract Activiteiten (ZCA) is a professional service firm, specialized in custom made education, training courses en personnel services (such as re-integration, outplacement, career development, recruitment, et cetera).

As deputy director I was responsible for the general management of the firm, and managed 35 people, mainly account managers, inside sales employees and product managers.

Result: We (the director and I) reorganized the organization which was in a very bad shape both financially, organizational and cultural. This resulted in a healthy company with a good working environment and productive, result oriented culture. I also wrote the companies’ long term strategy (fall ’09) and implemented it the year after.

Contract ended because of the opportunity at Teleperformance.
References available.

6/2008 - 12-2008 Senior Strategy Consultant
Squarewise B.V.

Squarewise, based in Amsterdam, is a strategy consulting firm, specialized in knowledge and innovation. The clients of Squarewise are large multinational firms, professional services firms, governmental organizations and healthcare organizations.

At Squarewise I managed large projects and programs, designed business cases for innovations and wrote a booklet on regional cooperation in Healthcare.

Contract ended because of the opportunity at Zadkine and my personal wishes to return to a leadership role to further develop these skills.

Projects:

Program manager Regionale Aansluiting in two major regions in The Netherlands (The Hague, 2008)
Program management of two large regional programs in Health Care for the regional development and deployment of an Electronic Patient File. Several hundreds of health professionals and hospitals took part in this program.

Designing a business case for the implementation of software for psychiatric diagnostics (Almelo, 2008).
For a large psychiatric hospital in the eastern part of The Netherlands.

1/2005 - 5/2008 Manager / Management Consultant
PricewaterhouseCoopers Accountants N.V., Amsterdam

Member of the Management Team. At PwC, I worked as a manager in the management consulting practice for privately owned companies. I specialized in IT Effectiveness en Process Improvement. My clients were, amongst others, a large lottery company, a multinational offshore company, and a medical wholesale and pharmaceutical company.

As Managing Consultant part of my responsibility was Sales of consulting and advisory jobs to clients.

Contract ended because of the opportunity at Squarewise (strategy consulting as opposed to process improvement projects and audit involvement).

References available.

Examples of projects:

Second opinion for a Dutch Media company on an advice given in Russia regarding their Russian firm (Moscow (RU), 2008)
I provided my client with a second opinion on an advice given by Russian management Consultants in Moscow, based on my own research on issues regarding operations excellence en IT effectiveness. Project executed in Moscow, Russia.

Personal advisor to the board regarding change management at a national union (Utrecht, 2006/2007)
Advisory, Operations Excellence and IT Effectiveness (software replacement and implementation)

Yearly audit of a project management methodology, developed and used by a major player in ICT (Amsterdam, 2005/2006/2007)
Project management, auditing.

Process improvement at a well-known multinational in baby articles (mainly strollers) (Amsterdam, 2007)
Project management, Advisory, Operations Excellence.

Process Improvement at a large Dutch Lottery Organization (Amsterdam, 2006/2007)
Project management, Advisory, Administrative Organization, Operations Excellence.

Project management for a radical organizational change at a Dutch off-shore contractor (Leiden, 2006)
Project management, advisor to the CFO.

Project management for a process improvement project at a large Dutch Pharmaceutical company (pharmacy department) (Utrecht, 2006/2007)
Project management, Advisory, Administrative Organization, Operations Excellence.

Yearly involvement in many financial audits; advisor to the accountant regarding IT and processes (EDP auditing, process auditing) (Amsterdam and Utrecht region, 2005 – 2008)
Auditing, Advisory, IT and business processes.


7/2002 - 12/2004 Customer Support & Consultancy Manager
Exact Software, Delft

Member of the Management Team. Responsible for building and managing a consultancy and support department, which ultimately consisted of 18 employees (IT consultants and Customer Support employees). The department was responsible for supporting clients (accountancy firms), using Exact’s software.

Result: building and leading a customer support en consultancy department, which was successfully transferred to my successor after I resigned.

Contract ended because I wanted to further develop myself and broaden my horizon, which PricewaterhouseCoopers enabled me to do.

1/1999 – 6/2002 Several Sales- en Marketing positions
Exact Software, Delft

• Account Management
• Inside Sales

Opleiding interimmanager

Education:

Master of Science in Business Administration
Specialization: Consulting Industry
Thesis: “Towards a framework of Knowledge management strategies in professional service firms”
Vrije Universiteit, Amsterdam
Graduated Cum Laude

“Bestuurlijke informatievoorziening” (BIV/AO) and Auditing
Part of the postdoctoral program IT Auditing
Vrije Universiteit, Amsterdam
Certificate

Bachelor of Science in Business Administration
Hogeschool Brabant, Breda
Graduated


Relevant training courses

• SixSigma Greenbelt training, 2013

• Rising Star Leadership program, Stream Global Services, 2013

• Teleperformance University, High Executive Master class (5 weeks) in Strategic Contact Center management, Monterrey & Guadalajara (Mexico), 2010

• Various Project management en Consultancy courses
amongst others: “Process Improvement through Benefit Management”, “Consulting Skills for Managers”, 2004 - 2008

• PwC Towards Management (3 years) en Management Development (0,5 years), 2004 - 2008

• Various Sales and Business Development courses, 1999 - 2004

Consultancy interimmanagement a.i. kerncompetenties

Restructuring, culture, financial health, M&A

Talenkennis interimmanager

Dutch - native
English - Excellent
German - Good
French - Basic

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