Flex Manager

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Director, Global Service Operations & Customer Assurance

Director, Global Service Operations & Customer Assurance

Work Experience

2012 - present SDL, Amsterdam (NL)
Director, Global Service Operations & Customer Assurance

My most important task and responsibility is to, at a strategic level drive global process improvements as well as being responsible for implementing these and delivering results. This includes:
Changing and aligning business process for all Global Support teams, supporting various enterprise products
Implementing the new system for Support on the basis of the aligned process
Responsible for the ‘Knowledge Centered Support Program’ including adoption of the methodology by all global Support teams
Interestingly by managing to restructure Global Support process I delivered a significant increase in the NPS customer score.

2009 - 2012 Biral, Bristol (UK)
Internal Sales Manager

My main responsibility was:
Advise customers about meteorological and aerosol products
Acquire new customers
Thanks to my driven way of working I managed to deliver a strong increase in instrument sales in addition to building many good and long term customer relationships.

2006 - 2008 A.P. Moller Maersk, Rotterdam (NL)
Route Pricing Analyst

Practically this role meant I had to get enough cargo onto the vessels, against the right margin. This meant optimizing supply and demand. I learnt a lot from having to deliver against set targets.

2005 - 2005 Heineken, Zoeterwoude (NL)
Legal Counsel

Over eight months I worked on solving legal issues in the rental contracts, issues between hospitality companies and Heineken as well as landlords and Heineken. It was very challenging and also educational to determine the right approach to resolution for all the different cases.

Education

University Law, University Leiden, Master of Corporate & Business Law, Master Law & Management, both Masters in 2005
VWO High School Diploma in 1998, 8 subjects

Skills

Driver, Analytical, Prioritisation, Build consensus, Leader

Languages

Nederlands
Engels


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