beschikbaar?

Manager Customer Service EMEA

Work Experience

Senior Manager Customer Service EMEA
Manager Customer Service EMEA
Responsible for a department of 47+ Support Analysts providing 1st class support to all customers (6500+ financial institutions) Took over the department in 1997 by initiating and implementing the required re-alignments to improve customer and staff satisfaction and to ensure the department's readiness for meeting the increased demand for high quality service and support from a fast growing customer base.Within 4 months customer and staff satisfaction scored the highest figure since several years and the negative deviation from the set KPI's was corrected.Within 7 months expertise teams were appointed with a specific mission and customer audience. A rotation program between first line and second line support was put in place and employee training time increased from an average of 5 days to 15 days per year. As a result the average problem handling time decreased from 1.9 to 1.2 day and problem closure at first call increased from 78% to 87%.By the end of 1998 a sub-department was created to deliver 1st and 2nd line support to a number of key customers.During 1998 processes were developed in order to improve quality control in line with ISO9002. In December 1998 the ISO certificate was obtained after an audit by LRQA with excellent results.Acted the first 3 months of 1999 as Head of Support for the EMEA region, being responsible for 85+ staff. Delivered, based on the 1999 company plan, the EMEA operating plan.Participated during 1999 in the development and delivery of a customer business contingency program, proving the successful installation of backup facilities at the customer side.Ensured the availability of WindowsNT and UNIX certified staff to support current and next generation of applications and interfaces.Responsible for delivery and management of the Regional Y2K command centre, contributing to the success of the company's Y2K contingency program, resulting in a smooth Y2K cut-over.

Education

HBO level

Skills

Expertise at managerial level in following area\'s:
Callcentre / Operations / ISO

Languages

Dutch, English

 beschikbaar?