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Customer Experience Consultant

Work Experience

2009-2014: LG Electronics Logistics & Services B.V.

- Manager European Customer Interaction Centers (CIC) (January 2011 till June 2014, full time)
o Manage the CIC operations team (4 FTE)
o Expand the scope of the CIC through sales & marketing integration initiatives
o Implement Quality Methodology & Training framework
o Execute Cost, Quality and planning Audits
o Manage relations European vendors and subsidiaries
o Setup Transaction Monitoring and Workforce Management tools

- CIC Operations Controller (June 2009 till January 2011, full time)
o Support setup and roll out European strategy
o Setup vendor selection process and contract standard
o Manage contact center transitions
o Organize training to European coordinators
o Control vendor operated CIC sites (70 & 50 seats, servicing 18 countries)
o Maintain reporting tools for 8 European sites, covering 14 local marketing & sales organizations and 23 countries

2007-2009: ACN Europe B.V.
- HR Analyst (October 2008 till June 2009, full time)
o Create and maintain reports to monitor HR activities (Illness rates, transition rates overhours etc.)
o Support general HR activities
o Support pension contract tendering process
- Management Traineeship(September 2007 till October 2008, full time)
o Customer Services; setup system for quality and call reason monitoring
o VoIP project team; operated in the team responsible for the launch of VoIP product in Europe.

Education

2005 – 2006
Nyenrode Business University, Breukelen, the Netherlands (Graduation date: Jan. 2007)
Master of Science in Management (MSc)
Direction: General Management

2000-2004
Hogeschool van Amsterdam, Amsterdam, the Netherlands (Graduation date: Feb. 2005)
Bachelor in Business administration (BBa)
Direction: Business Information Technology

Skills

Customer Experience Manager; People management; Service integration; Contact Center; Training and Quality; Operations; Consumer Electronics; Contract management; Organization dynamics; KPI; International; Procurement; Vendor Selection; Service strategy; Pro Active; Business Intelligence; Process Improvement; Internal Consultancy; Business Administration

Languages

Nederlands

Other

Engels

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