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Customer Service of Business Unit Manager

Work Experience

Service Manager at Culligan
March 2004 – August 2008 (4 years 6 months)
- Define + implement Strategy / BSC & KPIs for the different actors,
- Increase profit
- Implement a more customer focussed approach,
- Reporting (Gross Revenue, Profit & Loss, EBITDA),
- Standardise & optimise the internal processes, …
- Communicate and negotiate with suppliers, customers, …
- Organise (technical) meetings and info sessions,

Operations Manager at Zaman
September 2001 – August 2003 (2 years)
- Setting up a mission & strategy (based on a SWOT-analysis)
- Standardise & optimise business processes,
- Optimise & uniform communication (layout & style),
- Develop Human Resource policy (a.o. evaluation method for blue collar workers, personnel survey, …)
- Follow up & coach project engineers


Supervisor TCC at Texaco
1997 – 2001 (3 years 6 months)
- People management of a Benelux department,
- Commercial & operational contacts with Benelux key accounts
- Set up / follow up the annual budget on a Benelux level,
- Make the business processes and responsibilities more transparent and understandable to various actors,
- Optimise the administrative-financial flows in relation to accounting, F&C

Marine Sales Engineer at Texaco
January 1997 – March 1998 (1 year 3 months)
- Commercial contacts with customers, make offers, organise meetings, …
- Analyse & optimise the cost price calculation for the factory in France, …
- International experience (through working in Rotterdam & Paris),

Administrative & Operational Assistant at Texaco
March 1994 – January 1997 (2 years 11 months)
- Invent a software concept to forecast the purchases of all European affiliates for the product/package combinations from the Ghent blending plant,
- Cost price calculation for all product/package combinations of the Ghent blending plant,
- Product Management for lubricants and coolants,

Education

Katholieke Hogeschool 'Sint-Lieven', Gent
Industrieel ingenieur EM / 1987 – 1991

Vrije Universiteit Brussel
MBA, Bijzondere Licentie Bedrijfskunde + MBA / 1991 – 1993

Ehsal Management School
Project Management / 1999 – 2000

Ehsal Management School
Business Intelligence & Corporate Performance Management
Only attended courses / 2006 - 2007

Skills

Results-oriented people manager with proven track records in performance and profit improvement as well as cost controlling of a business unit.
Solid experience in international B2B & B2C environment, multi-languages.
Analytical and organisational talent, innovative problem solver & customer-driven.

- Strategy: define S... / differentiate by creating new experiences-services
- Customers: able to see problems & find solutions leading to satisfaction
- Analytical – Profit & Loss: full P&L responsibility
- Processes: make processes transparent
- Employees: recruit, motivate and coach (introduce knowledge culture)

Ambition: Improving the results of an (international) Customer Service Department or Business Unit

Languages

Dutch: mothertongue / Fluent in English and French / Basical knowledge of German

Other

Very good knowledge of MS-Office: XLS - WORD - Outlook - ACCESS - POWERPOINT
Knowledge of MS-Project / MS-Route

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