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Customer Service/Call Center Management

Work Experience

September 2009 : Independent Consultant at large European storage provider
• Implementing Pan-EMEA contact center and its processes from business perspective. This includes the implementation of a VOIP platform, and the set-up of the contact center that is serving the complete European footprint whilst ensuring that it correctly integrates with existing sales channels
• Developing the Prospect-to-Sales cycle to ensure maximum return on leads coming through phone channel
• Supporting the creation of a profound understanding of telephony measures within the organisation, setting the objectives and looking at ways to improve on overall performance

2008 - 2009 : Solutions Director SITEL Central Europe
• Management of improvement programs focusing on revenue increase, cost reduction whilst increasing consistency and quality of delivery
• Region : Belgium, Netherlands, Denmark, Italy, France, Morocco
• Projects included : organisational changes, operational management improvement plans, continuous improvement cycle (reporting and review), business model changes.

2007 : Site Director SITEL Belgium
• Overall responsibility for Sitel Belgium including HR (Payroll, recruitment, training), operational delivery, facilities, performance improvement, finance.
• P&L responsibility for Sitel Belgium (Annual revenue 46 mio €)
• Total capacity of 1000 employees (Advisor + Staff) over 6 locations
• Servicing both large Belgian and international clients (Mobistar, Telenet, Nokia, Vlaamse Infolijn, HP, Texas Instruments, etc.)

2003 – 2006 : Solutions Director SITEL Belgium
• Part of the Board of Directors for Sitel Belgium
• Management and implementation of operational improvement and change processes focusing on improving employee satisfaction, client satisfaction and shareholder satisfaction
• Senior interim management in different business areas (Operations, HR)

2001 – 2002 : Site Director SITEL La Rochelle (France) – Interim assignment
• Conducted a site selection program for France and Germany, resulting in the selection of La Rochelle as new site location in France. Followed by an assignment to implement the site (facility-wise) and manage it during first year of operation
• Deal with local authorities on facilities, recruitment, and grants
• Manage the process of implementing the facility and the operation including recruitment, training, facility installation, IT set-up from nothing to live environment in 10 weeks
• Manage a facility of 150 CSPs (growth achieved over 6 months) with a profitable operation as of 2nd month of operation

1998 – 2000 : Head of Client Services SITEL Belgium
• Managing the Client Service Management staff for the complete Belgian operation; co-management structure with operational delivery
• Reporting to Managing Director of Sitel Belgium
• Total operation of 400 Advisors + additional 80 Management staff spread over 2 locations

1996 – 1997 : Key Account Manager SITEL Pan-EMEA Client Services
• Managing the operational delivery of a larger set of clients focusing on closed loop lead generation, telesales, order taking and customer service for pan-European clients
• Line management of operational management staff (total staff of 150 Advisors and management)
• Final responsible on KPI performance, financial performance of the Division

1995 : Account Manager SITEL Pan-European technology clients

1995 : Account Manager Pressconnection (Printing and DTP)

1991 – 1995 : Account Executive at European Communications Group

Education

- 1987 Secondary education, Latin-Science
1987 – 1991 Master in Translation-Interpretation English-German
Vlaamse Economische Hogeschool – Brussels
2003 COPC Registered Coordinator (COPC is an international standard for Contact Center Services)

Skills

• Expert in customer care management and contact center management of both national and international contact centers
• Operational management skills in both national and international service environments
• In-depth understanding of drivers impacting overall performance (customer service specifically and company in general)
• Focus on P&L and impact of operational performance on financial results
• Change management
• Driving, motivating and developing a team to exceed objectives
• Analytical mind to identify drivers for change and subsequent action planning
• Structured approach

Languages

Dutch Mother Tongue
English Advanced knowledge, both speaking and writing
French Advanced knowledge, both speaking and writing
German Advanced knowledge, both speaking and writing

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