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Service Management Specialist

Work Experience

1980 – 1982 : Argenta, savings bank in Antwerp.
Sector Manager & Director Savings & Credits (commercial function).

1982 – 1988 : Assubel, insurance company, Brussels.
Inspector Property & Casualty in the Antwerp area (until 1984).
Product Manager at the Brussels headquarters : marketing of insurance products, product development, commercial studies, marketing research.

1988 – 1992 : AXA insurance company, Brussels.
Director of the Antwerp Office.
Full responsability in underwriting, claims handling and commercial policy for the company in the Antwerp and Limburg provinces. Managing 65 people, including 8 staff members, 6 inspectors and a team of motor-experts.
Setting up of a total quality approach (with big success).
Management of commercial and technical budgets.
Daily commercial transactions with 200 brokers and several big clients.
Total turnover : +/- 1 billion BEF. (25 million EURO)
Successfully managing the merger of Drouot, AGP, Juris, Kortrijkse Verzekering, Lloyd Européen and Secours de Belgique to form together the AXA group

1993 – 1995 (June) : AXA insurance company, Brussels.
Director Marketing Development at the Brussels Headquarters.
Strategic marketing, market research programs, strategic studies.
During this period : feasibility study & market research concerning the implementation of a direct writing company in Belgium.

1995 (July) – 1996 (November) : Zürich insurance company, Brussels.
Director of the Brussels Office with full responsability in underwriting and claims handling.
Managing 53 people.

Self employed consultant & interim manager since february 1997.


- Project Construction & Management concerning service marketing.

- Consulting, interim-management & training activities.

§ Organising commercial activities for brokers & insurance companies.
§ Assisting brokers in different commercial & technical activities.
§ Analysis of work flows for insurance company.
§ Consulting e-insurance company (legal, technical, marketing & commercial) in Belgium and France.
§ Consulting brokers and insurance companies on several marketing issues.
§ Organisation & implementation of training for insurance companies subcontactors.
§ Revision and creation of policy conditions & documents for insurance companies.
§ Training sessions for commercial executives in services.
Ø Specific projects :

- Review and update of policy conditions.
- Simplification and optimisation of procedures.
- Implementation of structured risk controlling and rentability controlling procedures.
- Optimisation of tarification structure : CTOT ®, a techique developed to optimise an insurance (or other) tariff structure taking into account prefered market segments and competitive data.
- Organise and implement a strategic & commercial control and steering system in order to garantee the achievement of commercial and financial goals, SCPS ®.
- Adaptation and disign of effective internet applications.
- Translate and enhance of websites, documents, leaflets and policy conditions.
- Coaching and managing new product developments.
- Specific confidential research or negociations.
- Analysis of workflows.
- Drawing up of businessplans and simulations for new or existing lines of business. Research for alternative distribution methods.
- Marketing research for services.
- Detection and resolving of service quality probems.
- Training of sub contractors and intermediairies in various topics : budgetting, businessplanning, relationship marketing.
- Commercial training for service companies personnel.
- Assessments of insurance brokers.

Education

Master in Applied Economics, specialisation Business Economics (distinction).

Aggregate in Applied Economics.

Degrees obtained at the Antwerp University in 1979.

Attended training activities (selection).

¨ Neuro linguistic programming.

¨ Seminar & Meeting techniques.

¨ Model Netics (management course, 50 sessions).

¨ Customer Care and Communication.

¨ The New Rational Manager, decision making and problem solving (Kepner & Tregoe).

¨ Transactional Analyses.

¨ Sales courses (several).

¨ Setting up business plans & achieving goals.

Skills

§ Familiar with the use of windows, office, internet & e-mail applications.

§ Excellent people manager.

§ Creative, open mind.

§ Extrovert personality.

§ Commercial state of mind.

Languages

Dutch, French, English, German. Notions of Spanish.

Other

Particular fields of interest.

Customer Care and service quality.

Operations Research and Operations Management for services.

Marketing for Services (strategic and operational).

Services Management in general.

Intra Cultural Marketing

E-commerce for services

Direct Marketing

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