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Program manager / Project manager

Werkervaring interimmanager

Interim Program & Project manager
Vodafone Libertel B.V.
Location: Maastricht & Amsterdam

Responsible for setting up and managing programs, multidisciplinary projects and initiatives in a rapidly changing and deadline oriented business environment with broad impact (during the migration of the entire customer base (5.2 mln) to a new CRM system).

Key Accountabilities:

• Customer Service – Manage Business Improvements
• Customer Service – Manage Vendors
• Customer Service – Service Delivery Management (Performance Management of internal and external operations)
• Service Management – Manage Service Design and Implementations (internal and external operations)

Activities:

• Business Process Outsourcing of Customer Service front office and back office activities
• Lead and implementation of new Enterprise Support model and set up / reorganize a new department (Corporate Services) including: recruiting, training, tooling/routing IVR, Social Media, Web forms, internal and external communication
• Design 2nd line complaint procedure
• Various projects during the migration of the entire customer base (5.2 mln.) to a new CRM system.
o Compensation of duped customers
o Migration of ‘confidential’ customers to a new CRM-system
o Decommissioning IT system (retail)

Opleiding interimmanager

Prince 2 Foundation
Agile

Consultancy interimmanagement a.i. kerncompetenties

Program Management / Project Management / Operations Management / Service Delivery Management / Vendor Management / Business Improvement Management / Service Design and Implementation Management

Talenkennis interimmanager

Dutch - Proficient in speaking, understanding, writing and reading
English - Proficient in speaking, understanding, writing and reading
Arabic - Proficient in speaking, understanding, moderate in writing and reading

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