Experience

• 

  Onlia

  • Canada
  • Insurance
  • 1 - 100 Employee

  • Product Manager, Customer Experience

    • Dec 2022 - Present

    - Responsible for Onlia's Customer & Digital strategy, managing the digital customer journey end-to-end.- Manage the portfolio of customer-facing programs. Oversee and coordinate all CX projects, products, and initiatives across the organization to ensure alignment with strategic objectives.- Own IT development roadmap, maintain product backlog, and oversee planning, development and launch of new product experiences.- I play a key role in Onlia’s change management process by facilitating workshops in the conception stages of program planning, identifying resource requirements, addressing issues and risks, and resolving program conflicts.- Provide business and functional product requirements for customer-facing products.- Provide comprehensive program reporting to the Chief Executive and Board level.- Part of the executive management team, reporting directly to the President.

  • Customer Experience Manager

    • Jan 2021 - Dec 2022

    - Developed a 360-degree view of the customer, including key performance and CX metrics, and customer journey maps. Managed the digital customer journey end-to end.- Skilled in problem discovery, adept at identifying customer wants and needs, and proficient in collaborating cross-functionally to devise effective software solutions.- Led transformative projects to enhance the digital customer experience, increase self-service and operational efficiency by enhancing our products and services. Reached a Net Promoter Score (NPS) of 57. - Drove significant improvement in customer retention by leading initiatives to optimize business-critical processes.- Fostered a collaborative environment by working cross-functionally to map, prioritize, develop and implement tools aimed at optimizing CX (e.g. IT development, Product, Design, Data, Marketing and customer-facing teams).

  • Customer Experience Analyst

    • Sep 2018 - Dec 2020

    - Single-handedly rolled out Onlia's Voice of the Customer Program, demonstrating initiative and proactive leadership. - Identified emerging trends, delivered key insights and made CX business recommendations.- Implemented chatbots/AI strategically designed to enhance customer satisfaction and operational efficiency. - Elevated team performance through hands-on training and coaching of customer-facing staff, equipping them with the skills to deliver exceptional customer service.

  • Community Specialist

    • Sep 2017 - Sep 2018

    - Developed Onlia’s social media & community management strategy.- Initiated a brand community on social media and engaged with influencers and brand ambassadors.- Assisted in executing marketing campaigns and content strategy.- Developed processes and tools to empower the future Customer Support team (e.g. Microsoft Dynamics CRM, complaint process).

• 

  Coosto

  • Team Lead

    • Nov 2015 - Sep 2017

    - Managed daily operations for the inside sales team, including planning and coaching, reporting, and process enhancements.- Developed a structured method for handling RFI and RFPs, streamlining the response process and enhancing overall effectiveness.

  • Account Manager Client Support

    • Nov 2014 - Sep 2017

    - Facilitated the sales process of our SaaS software platform and fostered customer loyalty. Mainly responsible for high-value contract clients (Fortune 500) and the global client base.- Wrote winning responses for RFI/RFPs while adhering to strict deadlines and European procurement legislation. - Performed contract negotiations, including legal review.

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  ORO

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

  • Inside Sales Representative

    • Sep 2012 - Oct 2014

    Involved in the process of care mediation with a strong personalized focus on the patient.

  • Communications & PR Specialist

    • May 2013 - Jul 2014

  • Administrative Assistant

    • Nov 2007 - Jul 2013

• 

  Universiteit van Tilburg

  • Student Ambassador

    • Nov 2010 - Aug 2012