Experience

Comfort Partners

• Netherlands
• Construction
• 100 - 200 Employee

• Interim KCC Manager & Consultant

  • Dec 2022 - Present

  As an Interim KCC Manager, I was responsible for two teams. The Servicedesk team (25 FTEs) functions as the Customer Contact Center (KCC). They handle customer inquiries and address customer complaints with the assistance of their team leader. My role for this team was: - Creating an environment where employees are happy about their work and our motivated to go the extra step if necessary for both customers and colleagues - To focus on customer satisfaction (NPS) - To develop and manage the long-term workforce planning based on seasonality and continuous development of employees - To enhance the quality of the work by continuous feedback, developing trainings and quality monitoring - The team consisted of between 12 and 22 FTE (depending on seasonality) and was handling about 400-1500 calls per day and The Planning team (6 FTEs) ensures efficient scheduling of customer appointments. Hereby focusing on the routing, skills, priority of the problem and all whilst keeping in constant communication with the engineers. My role for this team was: - Creating an environment where employees are happy about their work and our motivated to go the extra step if necessary for both customers and colleagues - Focusing on the quality of the team in day-to-day activities - Creating and monitoring the long-term planning of preventive maintenance After 7 months, my successor started. From there onwards, my first focus was enabling a smooth transition and helping him get up to speed as fast and best as possible. Secondly, we separated the run and change of the business. I primarily focus on change to enhance the efficiency and profitability of the department. Show less



Boaz Pauw

• Owner

  • Jan 2022 - Present

  Started my own company to pursue several directions: - Organising leadership development trainings - Wilderness travel - also combining this with personal and leadership development - Communication | Enhancing effective communication to increase happiness and retention in the workplace and create better business results - Developing EQ | For leaders, teams and individuals in business who want to mobilise ownership and commitment within yourself and in your team - Interim management - Sports commentary Show less



Eurosport

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Sports Commentator

  • Jun 2022 - Present

  Commentator for the climbing competition in all three disciplines Commentator for the climbing competition in all three disciplines



Rewild Wildernisreizen

• Netherlands
• Travel Arrangements
• 1 - 100 Employee

• Wilderness Guide

  • Jan 2022 - Present

  Organising outdoor wilderness travels for groups as well as leadership development (B2B) in collaboration with Arri Pauw (www.arripauw.com). Organising outdoor wilderness travels for groups as well as leadership development (B2B) in collaboration with Arri Pauw (www.arripauw.com).



Eneco

• Netherlands
• Renewable Energy Power Generation
• 700 & Above Employee

• Proces Implementation Specialist and Proces Expertise

  • Oct 2020 - Jul 2022

  I joined the team of Process Experts and Customer Intelligence. I coördinated and redesigned the largest contracting process of >100.000 connections with multiple stakeholders for two years (~8 FTE), was involved in several (IT) proces developments for the customer contact department and worked in and with a complex field of stakeholders. Interested in what else I did? Please feel free to send me a message.

• Customer Service Representative and Proces Implementation specialist (via EIFFEL)

  • Oct 2019 - Sep 2020

  In the Corporate Accounts department, I was responsible for direct contact with customers (B2B). After three months my main focus shifted to fixing what went wrong during the yearly contracting process, reporting this and the progress to management and started to redesign this process.



EIFFEL

• Netherlands
• Business Consulting and Services
• 700 & Above Employee

• Process Professional

  • Oct 2019 - Sep 2020



LenselinQ

• Rotterdam Area, Netherlands

• Wine Specialist

  • Jun 2019 - Dec 2019



Eurosport

• United Kingdom
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Commentator

  • Sep 2018 - Jul 2019

  Commentator for the Climbing Championships, yearly Commentator for the Climbing Championships, yearly



Stantec

• Canada
• Design Services
• 700 & Above Employee

• External (Project) Consultant

  • Feb 2018 - Jun 2018



Naturalis Biodiversity Center

• Netherlands
• Museums, Historical Sites, and Zoos
• 300 - 400 Employee

• Internship

  • Feb 2016 - Jul 2016