Experience

Customer Contact Company

• Netherlands
• Business Consulting and Services
• 1 - 100 Employee

• Partner

  • Oct 2012 - Present

  Vianen Responsible for growing the consultancy activities of Customer Contact Company, especially focussing on creating the link between company strategy and customer operations. Main project area's: post-merger integrations, BSS/CRM migrations, contact reduction, management training and coaching, interim management



Odido Nederland

• Netherlands
• Telecommunications
• 400 - 500 Employee

• Lead B2C Fixed Migrations

  • Jul 2021 - Present

  Den Haag, Zuid-Holland, Nederland Developing and implementing a commercial stream of migrating existing fixed Tele2 and Odido customers from copper (DSL) to Odido fiber, optimising financial impact based on a yearly budget and target and prioritizing on financial contribution for different types of migrations



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Program Manager Integration Customer Operations

  • Jan 2019 - Jun 2021

  The Hague, Diemen Responsible for developing and implementing the integration of the Consumer Customer Operations departments of T-Mobile and Tele2. This includes the organizational integration, achieving the required synergies and managing the customer impact of all integration activities such as migration of customers to other networks and systems.



Ministerie van Buitenlandse Zaken

• Netherlands
• Government Administration
• 700 & Above Employee

• Senior Consultant

  • Nov 2018 - Dec 2018

  Den Haag Analyzed the knowledge management process in the 24/7 contact center of the Ministry of Foreign Affairs of The Netherlands with the aim to establish if the current approach is future proof. The analysis consisted of (i) watching a number of employees using the current process, (ii) analyzing the current knowledge system, (iii) interviews with key stakeholders, (iv) measuring and analyzing additional questions asked to senior employees and (v) interviewing several companies who recently improved… Show more Analyzed the knowledge management process in the 24/7 contact center of the Ministry of Foreign Affairs of The Netherlands with the aim to establish if the current approach is future proof. The analysis consisted of (i) watching a number of employees using the current process, (ii) analyzing the current knowledge system, (iii) interviews with key stakeholders, (iv) measuring and analyzing additional questions asked to senior employees and (v) interviewing several companies who recently improved their knowledge management process. The result was a report with a number of short term improvements and a long term approach based on migrating to a better suited knowledge management system. Show less



Cigna Healthcare

• Hospitals and Health Care
• 700 & Above Employee

• Senior Consultant

  • Oct 2018 - Dec 2018

  Antwerp Area, Belgium Performed a quick scan of the customer service department of Cigna international aimed at identifying improvement opportunities. The scan consisted of (i) site visits and interviews with employees and managers, (ii) an analysis of available reports and documents, (iii) 2 day pressure cooker measurement of inbound contacts to determine the potential for reduction and online handling. Based on the quick scan, a number of improvements were defined and described



Mediq

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• Project Manager and Trainer

  • Jan 2018 - Dec 2018

  De Meern Developed and implemented a training program for the management and staff-members of the new department 'Klantcontact en Verpleegkundige zorg' of Mediq NL, aimed at increasing and unifying the craftmanship (professionalism) of this new department. In total, 44 persons were trained in 4 groups. The training consisted of 4 modules of 1-2 days each. After the training, a number of comeback- and coaching sessions were held to secure the usage of the knowledge and tools used in the training. The… Show more Developed and implemented a training program for the management and staff-members of the new department 'Klantcontact en Verpleegkundige zorg' of Mediq NL, aimed at increasing and unifying the craftmanship (professionalism) of this new department. In total, 44 persons were trained in 4 groups. The training consisted of 4 modules of 1-2 days each. After the training, a number of comeback- and coaching sessions were held to secure the usage of the knowledge and tools used in the training. The program was evaluated with a 4.3 (out of 5) by the attendants Show less



T-Mobile Nederland

• Netherlands
• Telecommunications
• 700 & Above Employee

• Project Manager

  • Jul 2018 - Oct 2018

  Den Haag Developed a 3 year program for achieving the long term budget goals of the B2C Customer Operations department. The program is based on 2 pillars: (i) reducing the volume of human assisted contacts, based on a detailed analysis of avoidable inbound contacts and 100 identified improvement actions, and (ii) a cost-driver tree analysis leading to a number of concretely defined measures that reduce the cost per (human assisted) contact.



Tele2 Nederland

• Netherlands
• Telecommunications
• 100 - 200 Employee

• Measurement of waste and online solvable contacts

  • Nov 2017 - Dec 2017

  Diemen Organized a 2-day analysis of a representative sample of calls received by the Tele2 customer service department in the 2 preceding months to determine the percentage and contact reasons of calls that are of no value to both customers and Tele2 (waste) and/or can be solved online. For this, the Pressure Cooker format developed by Customer Contact Company was used. As a result, Tele2 now has a quantitative insight which type of contacts can be avoided or solved online. Additionally, 20 quick… Show more Organized a 2-day analysis of a representative sample of calls received by the Tele2 customer service department in the 2 preceding months to determine the percentage and contact reasons of calls that are of no value to both customers and Tele2 (waste) and/or can be solved online. For this, the Pressure Cooker format developed by Customer Contact Company was used. As a result, Tele2 now has a quantitative insight which type of contacts can be avoided or solved online. Additionally, 20 quick wins have been defined that together can result in a significant decrease of call volume while simultaneously increasing customer satisfaction. Out of these 4 have been selected for immediate implementation. Show less



T-Mobile Nederland

• Netherlands
• Telecommunications
• 700 & Above Employee

• Program Manager Migration Front Office T-Mobile Thuis

  • Jan 2017 - Nov 2017

  The Hague Area, Netherlands Responsible for migrating the Front Office of T-Mobile Thuis from the Vodafone premises in Maastricht to the T-Mobile Customer Service environment consisting of an in-house location (The Hague) and 2 outsource partners (Vanad and Cendris). This was a consequence of the acquisition of the fixed activities of Vodafone (Vodafone Thuis) by T-Mobile Netherlands end 2017. After a 2 months preparation period during which a recruitment and training program was developed and the technical preparations… Show more Responsible for migrating the Front Office of T-Mobile Thuis from the Vodafone premises in Maastricht to the T-Mobile Customer Service environment consisting of an in-house location (The Hague) and 2 outsource partners (Vanad and Cendris). This was a consequence of the acquisition of the fixed activities of Vodafone (Vodafone Thuis) by T-Mobile Netherlands end 2017. After a 2 months preparation period during which a recruitment and training program was developed and the technical preparations were done, the work of approximately 125 FTE was migrated in waves starting with the first line activities (call and email), later followed by the more complex 2nd line and specialists activities. The first wave was completed at the start of April, the last wave in October. On November 1st 2017, the location in Maastricht was closed, 2 months prior to the original planning. Show less



Bergman Clinics (voorheen NL Healthcare Clinics)

• Netherlands
• Hospitals and Health Care
• 1 - 100 Employee

• Optimising Front Office activities

  • Jun 2017 - Oct 2017

  Several Clinics in The Netherlands Performed an analysis of the Front Office Organization using the ISM Model developed by Customer Contact Company and activities and organized 2 workshops. Based on the outcome, formulated an recommendation to optimize the Front Office in 4 steps from several locations, each working for a different specialization, to 1 location supporting all specializations.



VodafoneZiggo

• Netherlands
• Telecommunications
• 700 & Above Employee

• Customer Care Deployment Manager

  • Sep 2015 - Dec 2016

  Utrecht As part of the merger of UPC and Ziggo, all 2,7M Ziggo customers were migrated to the Business Support System (CRM, Billing, Website etc) of Liberty Global. This project was prepared in 2015 and executed in 2016. Customers were migrated in batches during a period of > 6 months. I was responsible for the deployment within Customer Care. During the migrations, Customer Care was split in 3 teams, serving customers before migration, during migration and after migration. The majority of customer… Show more As part of the merger of UPC and Ziggo, all 2,7M Ziggo customers were migrated to the Business Support System (CRM, Billing, Website etc) of Liberty Global. This project was prepared in 2015 and executed in 2016. Customers were migrated in batches during a period of > 6 months. I was responsible for the deployment within Customer Care. During the migrations, Customer Care was split in 3 teams, serving customers before migration, during migration and after migration. The majority of customer processes and supporting systems were adapted, all agents trained, special agent support organised to speed up the learning curve. A large number of work-arounds and temporary solutions were identified and implemented. In the evaluation, the Management Board concluded that this was the best migration project within the Liberty Global group until now.

• Director Customer Service a.i.

  • Aug 2014 - Aug 2015

  Utrecht End responsible for all contacts with existing customers in all channels. Interim position until integration with UPC is completed. Focus in 2014 on increasing productivity, resulting in a 30% decrease in the price per call and a 10 point increase in NPS. In 2015 focus on integration activities such as the harmonization of the networks, introduction of an integrated portfolio of products and services, reorganisation etc.



Qelp

• VP Operations

  • Nov 2011 - Oct 2012



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Directeur Klantenservice

  • Jan 2007 - Oct 2011

  Responsible for contacts with existing customers through all channels. Included end responsibility for care process, customer satisfaction and loyalty, 3 in-house locations, 1 outsource partner, full people and budget responsibility. Main achievements: integration with Orange organization, significant volume and cost reduction with increase customer satisfaction, full reorganisation of both line and staff departments, integration of front- and back-office departments and activities, integration… Show more Responsible for contacts with existing customers through all channels. Included end responsibility for care process, customer satisfaction and loyalty, 3 in-house locations, 1 outsource partner, full people and budget responsibility. Main achievements: integration with Orange organization, significant volume and cost reduction with increase customer satisfaction, full reorganisation of both line and staff departments, integration of front- and back-office departments and activities, integration of all customer processes into one customer operations department

• Directeur Strategie, Kwaliteit en Programma Management

  • Apr 2004 - Dec 2006

• Executive Vice President Wholesale Marketing

  • Jan 2003 - Mar 2004



DDV Telecom and Media consultants

• Practice Manager

  • 1996 - 1999



KPN

• Netherlands
• Telecommunications
• 700 & Above Employee

• Marketing Manager

  • 1991 - 1995