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manager, adviseur en projectmanager

Work Experience

My Company agency for professionals in marketing communication (senior online and offline professionals)
Period January 2008 - present
Role owner
As founder of my agency
• on day to day base responsible for all sales activities
• selection of candidates for online and offline management projects
• new business
• developing and organizing workshops such as Search Engine Optimalisation, Social Media, Viral Marketing)
Last year we have delivered resources for 20 projects mostly online specialists for clients such as Rapp Collins (online agency) and Flash Club (flash agency).

Customer Tele2 BV Nederland (telecom)
Period January 21st 2008 - November 1st 2008
Role Interim Manager Customer Care Nederland

• Responsible for all customer contacts in the Netherlands (member of the management team Customer Operations)
• Budget responsibility of 25 mil a year (external call centre costs for managing customer contacts)
• Daily supervision of all channel managers and call centre managers.
• Delivery of online strategy plan for coming 5 years, in strong cooperation with my colleague managers within Customer Operations (collect requirements and translate these into deliverables such as improvement of self service pages, implementation of web based tools, improvement of the total design etc)
• Managing the Umbrella project, implementation of a tool for reducing call time by minimizing the software the agent uses while handling a call (managing all contractors, technical staff and design agency)
• Delivered a call reduction strategy, target 15 % reduction on yearly basis. In strong cooperation with the internal channel managers, product managers and external call centres.


Customer Cendris BV
Period September 2007 – January 2008
Role Interim Customer Operations Manager

• Member of the management team Centrist Nederland
• Managing the day to day business of the Tele2 call centre activities within Centrist Leeuwarden(100 FTE)
• Responsible for incensement of quality figures of all customer contacts from 50% to minimum of 80%) (Result accomplished within 3 month)
• Responsible for overseeing all workflow processes and initiate improvement goals and define projects
• Single point of contact for manager customer care Tele2 Netherlands(trouble shooter)


Opdrachtgever RWE Energy Nederland, afdeling marketing & communicatie
Periode 1 juni 2007 – 1 september 2007
Functie: ••Interim manager internet/online adviseur
• Delivery of new website for RWE within 3 months by creating active participation and responsibility of all stakeholders (strong focus on timelines!)
• Within this assignment responsible for managing a multi-disciplinary team (technical consultant, design agency, flash developer, product managers )
• Delivery of roadmap for all online activities for RWE till 2011 (collect requirements within the RWE organization, defining and planning new projects, budget and timelines within this roadmap’
• Delivery of hand over document for channel manager internet

Customer Lost Boys BV, project management
Period November 2006 – may 2007
Role senior online project manager/account director (interim)
Managing several online campaigns on timelines, budget and deliverables such as:

KLM update of Electronic Booking Tool
Timeline 3 months
Budget 50 k
Team account manager, creative director, interactive designer, technical team (JAVA, Ajax, HTML, CSS)

PepsiCo new online champagne for Cheetos.com (new flash website and all related online promo acivitities including content management system)
Timeline 6 months for first roll out of the corporate site (after that adaption of the site for all 16 Cheetos countries)
Budget 120k
Team account manager, technical director, creative director, interactive designer, web designer, flash developer, flash scripter, CMS specialist, test coordinator

Philips/Inbev new flash website for the PerfectDraft (home beer tap system)
Timeline 5 months
Budget 150k
Team account manager, creative director, interactive director, web designer, flash developer, flash scripter, test coordinator

Customer TeleTrain Performance
Period may 2006 – October 2006
role Interim Business Line Manager Professional Services
• Responsible for development of competence centre for project managers (hiring, coaching)
• Project manager for KPN, responsible for transferring all Planet internet customers to another server (strong deadlines within a political environment)

Customer Hogeschool Rotterdam
Period December 2005 - April 2006
Role Interim Manager dept Student Administration

• managing all team members within the department (14 FTE)
• improvement of workflow processes (administrative processes)
• hiring and coaching

Education

• Teacher degree Dutch and English
• Several Prince 2 courses (executed and attended)
• Several Content Management System courses
• Several Management courses

Skills

• Creative and passionate
• High sense of responsibility
• Excellent communicator
• Decisionmaker
• Coach and people manager
• Strong focus on deadlines, time and budget
• Proactive
• Motivator and initiator

Languages

dutch and english fluently

Other

running is my passion

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