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Business Process Manager

Work Experience

Belgium : City Power from June 2004 till April 2005.

City Power is a new Belgian company offering global energy solutions (gas, electricity, petrol) to the Belgian residential and industrial customers.

Function: Billing Process Engineer

Project: Designing and implementation of a billing department, which support and invoice 300.000 customers (revenue = € 22M) by June 2005.

Main achievements:
-Project managed the design, delivery and implemented the billing process (3months)
-Bring high volume billing application operational within a time frame of 3 months (30000 invoices / month).
-Increase revenue from €1.6M to € 5.9M.
-Recruit and management resources within the billing department (16 people)
-Interfacing Microsoft Navision/Axapta with SAP.

July 2002 – March 2004 Interim Management:
Project 1:
12 month contract Zellweger Analytics Brussels

Function: Regional Service Manager BNL & France

Analysing the Service operations model and improve Customer Satisfaction.

Managing a group of Service Engineers and Support Specialists to maintain and increase customer satisfaction through high quality installation, repair, modification and preventative maintenance of equipment within a geographical area.
Development of a cooperative relationship with local Sales and Technical Operations organizations.
Managing the regional Siebel 7 implementation project, organize user training; organize local support, process monitoring, and reports periodically to the worldwide Siebel implementation project manager
Responsible for P&L of Service Business Unit. ( € 2M)

Project 2 4-month contract

Conduct an assessment on behalf of a Telecom company, specialized in satellite communication.
Objective: assessment of the Customer Service organisation though the EFQM model.

Project 3
Conduct a feasibility study for starting up new company named ACTIF, a new start-up ICT company.

ACTIF is specialised in offering wireless communication integrated with the front – and back-office applications.
ACTIF will offer a tailored solution integrating the existing business processes and applications for Small and Medium Enterprises, this by using the in-house developed modeling methodology BAPSI (business application process and software integration) in combination with a proprietary engineered product, the Actif Box.
Actif (Box) translates the output information from the customer legacy system(s) into a compatible PDA format. This information is displayed on a PDA Graphical User Interface customized to customer requirements. The Actif Box will act as an interface between the SME internal application(s) and the outside, external and mobile individuals

Education

Master in Service Management 2004 – 2005
Vlerick Leuven Gent Management School

Master Business Administration 2001 – 2003
Northwestern University of Chicago,
Kellogg School of Management
Affiliation with Flanders Business School Antwerp

Master Information Technology VIK / HIK Geel1993 – 1994

Commercial Consultant CMO Leuven 1991 – 1993
Module 1: Business Administration
Module 2: Marketing Management

Bachelor Electronics Hortoc Mol 1980 – 1983

Skills

International and national assignments (consulting, integrator back/front office,project management, process (re) engineering)

- assessment (process, implementation, strategy, operations)of a:service organisation,customer service rganisation,call centre by using the serve quall and global service management integration methodology.
-quality assessment through the EFQM methodology.
-ict assessment through the ITIL methodology
-project management of different kind of fields: integration management, scope management, time management, cost management,quality management, human resource management, communications management, risk management, procurement management, bid management,operations management.

Languages

Dutch: mother tongue
English: business proficiency
French: business proficiency
German: understand, basic speech
Italian: understand, basic speech

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