European Customer Services Manager

• Jun 2021 - Present

Administrative IP Assistant

• Nov 2020 - Feb 2021

Customer Support and Online Filing Specialist

• Mar 2012 - Jul 2018

The EPO offers inventors a uniform application procedure which enables them to seek patent protection in up to 40 European countries. They also provide patent information and training services. As part of the customer support and quality control department, I am responsible amongst others for:-> Procedural and technical telephone and E-mail support in (official languages) English, French and German, to patent attorneys, inventors, and third parties.-> Registration of queries/issues that need escalation or other experts into the CRM tracking system and designation to specialized units within the company.-> Management, registration, and troubleshooting for Smart Cards and the Gemalto software.-> Online filing support and troubleshooting.-> Offer trainings for CRM, OLF and Smart Card usage to stakeholders-> Train new members of staff on core competencies-> Selected to represent the customer support department in the internal company video for the yearly Patent administration event: 'Your future, our future'.

Shell Account Executive Assistant

• Mar 2010 - May 2011

Emerson Process Management, part of the Emerson-group, is world-wide market leader in process automation. Emerson has many clients in the oil and gas industry, such as Shell Global Solutions.The Shell Marquee Account is one of the most significant for the division and as the executive assistant of the account Vice President and the Corporate Directors I am amongst others responsible for: -> Organizing meetings and events on national and international level, -> Setting up livemeetings-> Organizing travel and accommodation-> Managing the agenda and mails-> Making account and project progress reports-> Making account financial reports-> In charge of translating and correcting documents during an internal HR project-> Managing expense reports and tracking expenses and remunerations-> Managing inventories and creating purchase orders-> Proofreading important contracts prior to validation

Contingent Workforce Services

• Mar 2009 - Mar 2010

Shell is one of the market leaders in the oil industry. As such, a large portion of its workforce consists of consultants and contract labor.To manage this third party spending on services, Shell uses IQNavigator, a third party web based application. During my time at Shell, I have attained the Shell – IQNavigator Configuration & System Functionality Expert certificate.My main tasks consisted in: -> Maintaining the system (operation, master data), -> Ensuring compliance with Shell’s regulations for Contracting and Procurement and chasing up outstanding approvals, -> Approving amendments, -> Communicating with procurement specialists to discuss rates/budgets and negotiating with suppliers to ensure that all contracts are aligned with current market conditions to provide the best value for the business, -> Liaising with hiring managers and other stakeholders to provide trainings on how to operate the system as well as training new members of staff,-> Give group trainings, -> Investigating queries from suppliers regarding invoices and payments, -> Updating details on livelink, -> Ensure information is up to date on SharePoint, -> Implement change notes on projects and ensure key performance indicators are on target, -> Attending weekly meetings and informing all parties of progress on projects.

Hewlett Packard Exceptions Agent

• Feb 2006 - Mar 2007

The exceptions team was the last resort when all other communications and procedures had failed the customer. We only dealt with special cases (as the name might suggest). It was our job to investigate each case carefully and to find a solution that was satisfactory and adequate for both parties. This was a job with a high level of responsabilities, where patience, assertiveness, and customer relations were priority one. Our task was to succesfully mediate between Hewlett Packard and the customer.Training: Difficult situations/conflict resolution.

Microsoft Consultant

• Mar 2005 - Mar 2006

At Microsoft Technical Assistance I was responsible for helping customers with technical difficulties with Microsoft products, such as an xbox 360 or windows media connect. I worked with Spanish, Dutch, English and Italian customers. Customer friendlyness and understanding were very important in this positon. The project ended in 2006, after which I was offered a position in the HP-IPG exceptions team due to my proven proffesionalism and effectivity.