Experience

CCMA - Customer Contact Management Association

• Netherlands
• Non-profit Organizations
• 1 - 100 Employee

• Board member CCMA

  • Nov 2020 - Present

  Board member of the professional association for the Customer Contact industry in the Netherlands. From our collective energy and passion for the customer contact profession, we contribute to the best customer experience for everyone. Board member of the professional association for the Customer Contact industry in the Netherlands. From our collective energy and passion for the customer contact profession, we contribute to the best customer experience for everyone.



Kamer van Koophandel

• Netherlands
• Government Administration
• 700 & Above Employee

• Product owner chatbot

  • Nov 2020 - Feb 2023

  Responsible for chatbot and conversational team at Dutch Chamber of Commerce. Implementation of new chatbotsoftware and livechatplatform. Initiating agile way of working in the team and prioritising conversational and IT backlog for the chatbot. Responsible for chatbot and conversational team at Dutch Chamber of Commerce. Implementation of new chatbotsoftware and livechatplatform. Initiating agile way of working in the team and prioritising conversational and IT backlog for the chatbot.



Eneco

• Netherlands
• Renewable Energy Semiconductor Manufacturing
• 1 - 100 Employee

• Product Owner: Customer Care & Innovation

  • Dec 2019 - Mar 2021

  Responsible for customer service of Eneco consumer label, across 3 external oursourced partners (Netherlands and Suriname) and the internal organisation (200+ FTE). Main KPIs: Budget, customer satisfaction, sales and employee satisfaction. Tripled chat productivity by implementing a crossfunctional chatteam, which also enabled a short feedbackloop between digital and customer care. Initiated a new customer service webpage, with the goal to increase shift to digital service and provide a prominent chatbot presence. Show less



Ben

• China
• Architecture and Planning

• Head of Customer Care

  • Oct 2016 - Dec 2019

  Main focus on maximizing customer satisfaction (+32%), while at the same time decreasing costs (-29%) with a growing customer base. Achieved 50% contact reduction in 2 years time by optimizing customer journeys and processes. Responsible for contact strategy and development of new (self) service opportunities. Implemented chatbot as part of digital service strategy. Leading team of customer care professionals, consisting of online service management, customer experience, process management and knowledge management. Partner manager for outsourced customer contact center. As head of customer care accountable for contact center, front + back office, contact channels (chat, call, email, webcare), customer satisfaction, digital service, customer experience and process improvements. Shared accountability for telesales. Show less



T-Mobile Nederland

• Netherlands
• Telecommunications
• 700 & Above Employee

• Marketingmanager CRM

  • Feb 2013 - Sep 2016

  Defining the strategy of the CRM marketing plan for: - churn management - cross- & upsell - loyalty Execution of CRM plan towards the Ben base. Turning insights from customer satisfaction research into actions. Lead key customer experience projects to improve customer satisfaction, reduce customer effort and decrease waste contacts. Defining the strategy of the CRM marketing plan for: - churn management - cross- & upsell - loyalty Execution of CRM plan towards the Ben base. Turning insights from customer satisfaction research into actions. Lead key customer experience projects to improve customer satisfaction, reduce customer effort and decrease waste contacts.



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Marketing Manager - Smarter Commerce

  • Apr 2010 - Jan 2013

  As marketing manager responsible for strategy and execution of marketing plan for Smarter Commerce solutions in the Benelux.Project lead for implementation of marketing automation Unica at IBM Benelux - Marketing

• CRM consultant

  • Nov 2006 - Apr 2010

  CRM Consultant and Business Analyst for IBM Global Business Consulting at the following clients:* Ricoh, London, UK* Rabobank, Utrecht, NL* ABN AMRO/ Fortis, Amsterdam, NLResponsible for analysis and improvement of customer processes, and implementation of a 360° view of the customer.



ABN AMRO

• Netherlands
• Financial Services
• 100 - 200 Employee

• Supervisor Customer Contact Center

  • 2005 - 2006

  Manager of a team of 20 agents, working in the Outbound Campaigns department. Focused on sales, customer satisfaction and efficiency. Manager of a team of 20 agents, working in the Outbound Campaigns department. Focused on sales, customer satisfaction and efficiency.