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Sr. Manager Operations / Customer Services / Contact Centers

Sr. Manager Operations / Customer Services / Contact Centers

Work Experience

WORKEXPERIENCE

August 2002 – present Interim Manager

Operational management, customer contacts (B to B, B to Consumers), call centers, commercial. Availability 5 days a week. Associate with: Balanced Business Network, BRW groep bv, K + V interim bv.

Manager Contact Center Mætis Direct (Mætis arbo nv) (B to B)
Mætis arbo nv August 2003 - now

Key Responsibilities:
· Span of control 2 supervisors Outbound Commercial Call Center
· Responsible for campaigns, selling Maetis products, appointments for Account Managers
· P + L responsible for Contact Center Maetis direct
Key Achievements:
· Building an outbound Contact Center (20 seats)
· Fulfilment processes en procedures
· “Arbo-contracts” with companies

Manager Search & Select
Logher Select Bv August 2002 – January 2003

Search and Select / Executive search. Vacancies in higher levels in organizations. The main activities we employ in lines of business such as ICT, Call Centres, Sales & Marketing, Human Resource Management and Financial positions.


November 1999 – August 2002
Orange

(Sr.) Manager Corporate Operations

Key Responsibilities:
· Span of control 4 managers: Call Centre – and Service Managers. Total department: 60 FTE’s, 24/7 environment, day to day business management
· Responsible for the HR objectives for the department, hiring new employees, Personal Development Plans.
· Responsible for the strategy, related to the long-term growth and development of this line of business, within the Mobile Business Board.
· Responsible for service in the area of mobile and regular telephony (together with Casema bv), develop multidiscipline of strategies.
Key Achievements:
· The development of business processes and - procedures. (OT2000)
· P+L responsible for Directory Inquiries, making sure the profit is there.
· Developing and encouraging new features for Orange.
Internationally orientated, official internal language: English


June 1998 – November 1999
Interim management

Libertel / Vodafone: Manager Customer Care Centre Amsterdam, Daily management, span of control: 7 supervisors, 2 trainers, 1 planning and scheduling. 120 CSR’s. 24/7 environment.


1984 - 1998 GUS Holland Groep, Wehkamp BV

1997 - 1998 Business Consultant:
Projects:
· Development of management Information concerning stock control for holding
· Culture change of Wehkamp Home shopping
· Centralisation Service Sander Meubelstad
· Cost reduction Suppliers Consumer market

1994 - 1997 Manager Telemarketing:

Key Responsibilities:
· Project development and implementation of the Telemarketing (Outbound) Operation. P+L responsible.
· Efficiency programs, cost reduction
· Programs for active sales (telemail, conversion and frequency campaigns etc.)
· Debt Collection
· Service calls (order confirmation)
· Telemarketing for third parties, acquisition and relation management
Key Achievements:
· Commercial telemarketing third parties
· P+L (actually profit for GUS Holland Holding)


1991 -1994 Manager After Sales

Key Responsibilities:
· Day to day management, span of control: 7 supervisors and together 84 FTE’s
· Develop and design after sales policy (“Turn a complaint into an opportunity”)
Key Achievements:
· Development and implementation of a CRM system.
· Development and implementation of Betaaltelefoon® (Payment by use of your telephone).
· Overall After Sales Policy, including technical an administrative.
· Complaints management translate to the company, suggest changes.


Pre 1991 Held various Management positions in HR / Training & Education (GUS Holland Holding,
RCC (Home Office)


Education

EDUCATION

Grammar school : HBS 3 years (1969)
Professional education : MBO/ MEAO Communication / Administrative (1972)
Bachelor degree : Human Development / HRM, School for higher education in
Groningen (1977), Bsc
: MO - A pedagogic 3 years (1981)

: Various courses in P&O and quality in services
Course: Company education (NPI)
Course: training for trainers (SNR)
Course: Educational policy and management (SNR)



Skills

I am an entrepreneurial, direct (Sr.) manager, who can score in a challenging organization. A builder and an entrepreneurial. A coaching management style, in which delegation and making room for experimenting are an important part. I feel at home when responsibilities are being laid down in the job. I like to work with teams and have contacts in the whole organization. My style is pragmatic and does not work according to bureaucratic processes, I have a political feeling. Unexpected circumstances and surprises are opportunities. Self-propelling and a good focus on the long term. I am a (Sr.) manager with a broad experience in management in Call Centres, HR training and development and commercial in several lines of businesses such as Telco, Mail order and Government.

· Commercial
· Entrepreneurial
· HRM experience
· Manager
· Training & education


Languages

English, Dutch, German and a little French

Other

OTHER ACTIVITIES

- Development workshop Call Centre for Schouten & Nelissen bv
- Experience in accompaniment comity Hanze College Zwolle
- Establishing business club “de Blauwen”
- Administrative experience in the foundation Sportpromotions AGOVV
- Administrative experience in politics
- Running
- Squash
- Making of a CD (almost finished)

- Member of business clubs


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