Implementation Manager

• Oct 2022 - Present

Owner

• Jan 2007 - Present

Projectmanagement, business consultancy and management consultancy for organizations like KPN, Ziggo (Telecom) and Itron International (Utility Smart Metering) and MKB. Specialised in customer processes, customer experience, customer expectation, Callcenters, loyalty and CRM. Projectmanagement, business consultancy and management consultancy for organizations like KPN, Ziggo (Telecom) and Itron International (Utility Smart Metering) and MKB. Specialised in customer processes, customer experience, customer expectation, Callcenters, loyalty and CRM.

Implementation Manager Waterborne Public Transport

• Jun 2020 - Oct 2022

Implementatie van Personenvervoer over Water Rotterdam Drechtsteden (Waterbus) Implementatie van Personenvervoer over Water Rotterdam Drechtsteden (Waterbus)

Management consultant / Business Consultant

• Aug 2016 - Dec 2021

Pro-ces helpt bedrijven en hun management met klantgerichtheid en de transitie van het meten van klanttevredenheid naar het implementeren van een cyclus van "klantverwachting naar klantloyaliteit!" Met een bewezen concept worden, op basis van klantverwachtingen, verbeteringen doorgevoerd die direct bijdragen aan de klanttevredenheid en daarmee aan het resultaat. #klantverwachting #klantfocus #customerjourney Pro-ces helpt bedrijven en hun management met klantgerichtheid en de transitie van het meten van klanttevredenheid naar het implementeren van een cyclus van "klantverwachting naar klantloyaliteit!" Met een bewezen concept worden, op basis van klantverwachtingen, verbeteringen doorgevoerd die direct bijdragen aan de klanttevredenheid en daarmee aan het resultaat. #klantverwachting #klantfocus #customerjourney

Business Analyst

• Nov 2019 - Jun 2020

Business analyse met als doel de selectie van een proces ondersteunende oplossing en implementatiestrategie voor Capital Markets met als kernwaarde de matching van investeringsobjecten met investeringsprofielen van (institutionele en niet institutionele) investeerders. Opgeleverd: business analyse en projectvoorbereiding, softwareselectie, implementatiestrategie en veranderstrategie. Business analyse met als doel de selectie van een proces ondersteunende oplossing en implementatiestrategie voor Capital Markets met als kernwaarde de matching van investeringsobjecten met investeringsprofielen van (institutionele en niet institutionele) investeerders. Opgeleverd: business analyse en projectvoorbereiding, softwareselectie, implementatiestrategie en veranderstrategie.

Business Analyst

• Sep 2017 - Jul 2019

Implement Salesforce CRM in a new “best of breed” architecture and AVG proof. Translate and improve business processes in relation to new mission and strategy. Role: Scrum master / coach Product Owner / Solution Designer Implement Salesforce CRM in a new “best of breed” architecture and AVG proof. Translate and improve business processes in relation to new mission and strategy. Role: Scrum master / coach Product Owner / Solution Designer

Hoofd Projectbureau / Agile coach

• Feb 2017 - Aug 2017

-Advies en implementatie van Wendbaar projectmanagement (agile) voor ICT en Tentoonstellingen van de 4 musea van NMvW. -Proces herontwerp -Lijnmanagement en coaching projectbureau. samenwerken•medewerker tevredenheid•prince2•agile -Advies en implementatie van Wendbaar projectmanagement (agile) voor ICT en Tentoonstellingen van de 4 musea van NMvW. -Proces herontwerp -Lijnmanagement en coaching projectbureau. samenwerken•medewerker tevredenheid•prince2•agile

Management consultant / Business Consultant

• Sep 2016 - Jul 2017

Implementation of Exact Online for business processes to gain insight in cost efficiency, sales and administrative operation processes. Implementation of Exact Online for business processes to gain insight in cost efficiency, sales and administrative operation processes.

Changemanager

• Jan 2016 - Jan 2017

Advise and implement improvement and cost reduction of the use of notarial software. Organize (partially existing) outsourcing of ICT Services and maintenance. Set up incident services and SLA for software and maintenance suppliers. (applications and workspace) Improve current real estate proces. Together with the OG-team define problems, collect measuring data, analyse problems and possible improvements and implement improvements. (LEAN) Advise and implement improvement and cost reduction of the use of notarial software. Organize (partially existing) outsourcing of ICT Services and maintenance. Set up incident services and SLA for software and maintenance suppliers. (applications and workspace) Improve current real estate proces. Together with the OG-team define problems, collect measuring data, analyse problems and possible improvements and implement improvements. (LEAN)

Business Analyst

• Feb 2015 - Jul 2016

Currently working on Business Development and Business Planning for a new mind blowing loyalty program and a retail marketing concept for shopping mall real estate. Currently working on Business Development and Business Planning for a new mind blowing loyalty program and a retail marketing concept for shopping mall real estate.

Projectmanager

• Jan 2016 - May 2016

Implementation (upgrade and ITIL maintenance) of a system that monitors an collects meterdata for B2B bulk water consumption installations and is billing source for €34MIO/year Implementation (upgrade and ITIL maintenance) of a system that monitors an collects meterdata for B2B bulk water consumption installations and is billing source for €34MIO/year

Business Analyst / Scrum Master (freelance)

• Oct 2013 - Jan 2015

Support, challenge and consult business and portfolio management in (business)project preparation, portfolio definition, requirement assurance and business value. Support, challenge and consult IT in translating business requirements to solutions that fit the preferred architecture and IT principles. Projects (Scrum Master): >Introduction and development of a new callcenter platform as part of the CRM Program. (AGILE) Starting as a product owner and coming from business analyst role and waterfall requirement gathering, we shifted to agile/scrum. After handover to the new product owner I became scrum master in this project. - Development of GUI - Integration with Oracle eBusiness - Integration with knowledge management - Integration with CCM (customer contact management) - Intregation with Tibco Enterprise Integration - Integration with ERP and Billing - Assist productowner to create qualified en smart User Stories - Challenge Business value - Responsible for allignment with other (Agile or waterfall) tracks - Requirement gathering and assurance >Introduction of a solid Test Strategy (OSS/BSS) based on the new (currently build) architecture. >Support of several B2B project initiatives (network monitoring, verticals, CRM) Show less

Program Manager Smart Metering ICT (freelance)

• Sep 2009 - May 2013

Execute several Smart Metering projects for Itron Nederland for energy and water utilities in the Netherlands. (complex and sensitive organizations) Management of national and international Projectteams (~40FTE), Partner/Supplier management, Stakeholder management. Subprojects: - Development and implementation of Data collection systems(collection proces, asset management) - Development of Meter firmware (the "smart" part of the water-, gas- and electricity meter) - Interfacing and Chain integration - Communication protocol (participate in implementation of a new Dutch standard) - Implementation of a secure chain (Dutch law, Privacy and security) Customers: Alliander, Vitens, Evides, Brabant Water Show less

Interim Manager / Projectmanager CRM Division (freelance)

• Aug 2007 - Aug 2009

Interim Manager Beheer en Development (Change & Release management CRM): Release- Change- and Incidentmanagement (CMS, Mosaic, Aspect, ATS, KANA, Optimize, IRIS, CIA) Improvement of internal processes and organization for maintenance of (legacy) Callcenter applications. Implement Demand-Supply organization Manage complex organizational elements (ITIL) and escalations. Project Management: Manage divers projects mainly for KPN Contact (Callcenters). Phase out several legacy applications. Partner/Supplier management (~20FTE) Show less

Business Consultant / Project Manager CRM

• Jan 2006 - Dec 2006

Support CRM Sales, Translate Business Requirements into Funtional Design, Changemanagement, Implementation and Project Management. Support CRM Sales, Translate Business Requirements into Funtional Design, Changemanagement, Implementation and Project Management.

Business Consultant

• Jan 2004 - Dec 2005

Organization wide CRM implementation and process integration and -optimization of the frontoffice, backoffice and customer service for all Business Units.

Manager Customer Contact Center

• 1998 - Dec 2005

Responsible for setup organization, processes and operation of the customer contact center.Responsible for implementation of CTI and CRM. Contributed in implementation of ERP.Member MT

Customer Service (Manager) / Sales

• 1992 - 1998

Eerste vier jaar als Klantenservice medewerker / manager en vervolgens 2 jaar als filiaal manager Telecom. Eerste vier jaar als Klantenservice medewerker / manager en vervolgens 2 jaar als filiaal manager Telecom.