Experience

Wonen bij September

• Netherlands
• Hospitals and Health Care
• 100 - 200 Employee

• Aspirant Leerling | Zorg | Ouderen met Dementie

  • Jul 2023 - Present

  Stoutenburg Noord, Utrecht, Netherlands



BERG Toys

• Netherlands
• Manufacturing
• 1 - 100 Employee

• Key Account Sales Support BERG TOYS | Outdoor Toys | Nordics

  • Sep 2018 - Jun 2023

  Ede, Gelderland Province, Netherlands Dedicated E2E Key Account Sales Support: Nordics Core Responsibilities: ◈ Primary: Support highest revenue generating accounts. ◈ Manage High Value / Volume Orders ◈ Dealer / Retailer / End-Customer engagement. ◈ Order entry & Management ◈ Invoicing / Credit administration. ◈ Escalation handling until resolution. ◈ Promotion stimulation / Up selling. ◈ Process improvement. ◈ Manage process breakdown & Rectification. ◈ Project participant. ◈… Show more Dedicated E2E Key Account Sales Support: Nordics Core Responsibilities: ◈ Primary: Support highest revenue generating accounts. ◈ Manage High Value / Volume Orders ◈ Dealer / Retailer / End-Customer engagement. ◈ Order entry & Management ◈ Invoicing / Credit administration. ◈ Escalation handling until resolution. ◈ Promotion stimulation / Up selling. ◈ Process improvement. ◈ Manage process breakdown & Rectification. ◈ Project participant. ◈ Consultation. ◈ Content creation - Invitations, newsletters. ◈ Translation / Text Editing. ◈ Liaison departmental entities.

• Sales Support BERG TOYS | Outdoor Toys | Nordics | Back Up UK & Ireland (B2B2C)

  • Jan 2016 - Sep 2018

  Ede, Gelderland Province, Netherlands Core Responsibilities: ◈ Dealer / Retailer / End-Customer engagement. ◈ Order entry & Management ◈ Manage High Value / Volume Orders: Direct Shipments - China. ◈ Invoicing / Credit administration. ◈ Escalation handling until resolution. ◈ Promotion stimulation / Up selling. ◈ Product / Marketing information distribution. ◈ Manage process breakdown & Rectification. ◈ Project participant. ◈ Consultation. ◈ Content creation - Invitations, newsletters. ◈… Show more Core Responsibilities: ◈ Dealer / Retailer / End-Customer engagement. ◈ Order entry & Management ◈ Manage High Value / Volume Orders: Direct Shipments - China. ◈ Invoicing / Credit administration. ◈ Escalation handling until resolution. ◈ Promotion stimulation / Up selling. ◈ Product / Marketing information distribution. ◈ Manage process breakdown & Rectification. ◈ Project participant. ◈ Consultation. ◈ Content creation - Invitations, newsletters. ◈ Translation / Text Editing. ◈ Liaison departmental entities.

• Sales Support BERG TOYS | Outdoor Toys | UK & Ireland (B2B2C)

  • Jun 2015 - Jan 2016

  Ede Core Responsibilities: ◈ Dealer / Retailer / End-Customer engagement. ◈ Order entry & Management ◈ Invoicing / Credit administration. ◈ Escalation handling until resolution. ◈ Promotion stimulation / Up selling ◈ Product / Marketing information distribution. ◈ Manage process breakdown & Rectification. ◈ Project participant ◈ Consultation. ◈ Content creation - Invitations, news letters, website. ◈ Translation / Text Editing. ◈ Liaison departmental entities



VERLINDE Lifting

• France
• Industrial Machinery Manufacturing
• 1 - 100 Employee

• Sales & Technical Support VERLINDE NL | Lifting Machinery | Nordics, UK, NL, DE (B2B)

  • Jan 2012 - Dec 2014

  Leusden, The Netherlands Dutch satellite office of Verlinde France - French manufacturer and exporter of hoist and lifting equipment. Effectively managed the customer support needs of the Verlinde Support dealer network end-to-end. Region: Nordic / UK / Central Europe Core Responsibilities: ◈ Dealer engagement. ◈ Technical support. (Parts and hoists). ◈ Quotation generation. ◈ Order entry & Management. ◈ CRM ◈ Product information distribution upon demand. ◈… Show more Dutch satellite office of Verlinde France - French manufacturer and exporter of hoist and lifting equipment. Effectively managed the customer support needs of the Verlinde Support dealer network end-to-end. Region: Nordic / UK / Central Europe Core Responsibilities: ◈ Dealer engagement. ◈ Technical support. (Parts and hoists). ◈ Quotation generation. ◈ Order entry & Management. ◈ CRM ◈ Product information distribution upon demand. ◈ Invoicing / credit administration. ◈ Escalation handling until resolution. ◈ Liaison with head office support entities and forwarders. Achievement: Name recognition among dealer network due to quality of support rendered and "going the extra mile" mentality. Show less



D2Lifting

• Netherlands
• Retail Office Equipment
• 1 - 100 Employee

• Marketing | Sales Support D2LIFTING | LIFTING ACCESSORIES | NL (B2B2C)

  • Jan 2011 - Dec 2011

  Leusden, The Netherlands Start-up company - Distributor of accessories for the lifting industry. Region: Benelux With minimal guidance and a constrained budget established market presence through social media usage. Core Responsibilities: ◈ Developed website "look and feel". ◈ Website content development, posting and management. ◈ Produced marketing slide deck. ◈ Author of product publications. ◈ Trade show organization and participation. ◈ Customer engagement. ◈ Established… Show more Start-up company - Distributor of accessories for the lifting industry. Region: Benelux With minimal guidance and a constrained budget established market presence through social media usage. Core Responsibilities: ◈ Developed website "look and feel". ◈ Website content development, posting and management. ◈ Produced marketing slide deck. ◈ Author of product publications. ◈ Trade show organization and participation. ◈ Customer engagement. ◈ Established back-office infrastructure for customer support. ◈ Quotation generation / Order entry & Management / CRM ◈ Product information distribution upon demand. ◈ Invoicing / credit administration. ◈ Escalation handling until resolution. ◈ Liaison with head office support entities. Achievement(s): ◈ Set-up / participation in Europort - Ahoy Rotterdam Exhibition resulting in above expected lead generation. ◈ CRM file-registry. Show less



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Program Management - Imaging & Printing (B2B)

  • Nov 2007 - Oct 2010

  Amersfoort, Netherlands Within the EMEA commercial printing division, successfully managed the "Product Quality Forum" program focused on quality and cost reduction of the commercial Laser Jet printer business according to scorecard specifications. Core Responsibilities: ◈ Advocated program presence and shared best practices to worldwide key stakeholders. ◈ Partnered with engineering community to motivate and facilitate program deliverables. ◈ Coordination, alignment of multiple reporting sources… Show more Within the EMEA commercial printing division, successfully managed the "Product Quality Forum" program focused on quality and cost reduction of the commercial Laser Jet printer business according to scorecard specifications. Core Responsibilities: ◈ Advocated program presence and shared best practices to worldwide key stakeholders. ◈ Partnered with engineering community to motivate and facilitate program deliverables. ◈ Coordination, alignment of multiple reporting sources resulting in periodic scorecard publication. Analysis and recommendation. Project Management: ◈ Canon Reworks Project Achievement(s): ◈ Timely and successful "PQF" roll-out to all product lines according to project deliverables. ◈ Canon Reworks Project: As WW initiative aimed at centralizing the credit billing process for Canon-related printer reworks, accepted and successfully facilitated the role as EMEA project lead according to project deliverables. ◈ Self-initiated the development of a reporting guide to facilitate training and hand-over.

• Warranty Program Manager - E2E Customer Experience (B2B)

  • Nov 2005 - Oct 2007

  Amstelveen, Netherlands Responsible to enhance the “end to end” customer experience linked to the HP Out-of-Warranty post-support printer consumer programs according to scorecard specifications. Core Responsibilities: ◈ Consultant to 3rd party call center. ◈ Established formal communication and reporting structure to facilitate business transparency. ◈ Produced monthly scorecard and triggered change management where business appropriate. Achievement: HP "e-award" recipient due to… Show more Responsible to enhance the “end to end” customer experience linked to the HP Out-of-Warranty post-support printer consumer programs according to scorecard specifications. Core Responsibilities: ◈ Consultant to 3rd party call center. ◈ Established formal communication and reporting structure to facilitate business transparency. ◈ Produced monthly scorecard and triggered change management where business appropriate. Achievement: HP "e-award" recipient due to operational excellence.

• E-Support Quality Lead (B2B)

  • Nov 2004 - Oct 2005

  Amstelveen, Netherlands Responsible for optimization of all the printer post-support program deliverables. Core Responsibilities: ◈ Data analysis - Recommendation - Change Management. ◈ Established structured reporting and feedback loop to ensure operational excellence. ◈ Liaised with multiple in-house departments and connected communities of expertise to rectify process breakdowns. Achievement: Identified unnoticed process breakdown associated with CD-ROM driver program and related… Show more Responsible for optimization of all the printer post-support program deliverables. Core Responsibilities: ◈ Data analysis - Recommendation - Change Management. ◈ Established structured reporting and feedback loop to ensure operational excellence. ◈ Liaised with multiple in-house departments and connected communities of expertise to rectify process breakdowns. Achievement: Identified unnoticed process breakdown associated with CD-ROM driver program and related billings.

• Customer Contact Manager - DACH region

  • Nov 2002 - Oct 2004

  Amstelveen, Netherlands Responsible for the end to end printer support "customer experience" for the Austrian, German and Swiss HP end-customer. Core Responsibilities: ◈ Primary reference point for all DACH region complaints. ◈ Process architecture for inventory, validation, tracking and resolution. ◈ Produced monthly scorecard. Achievement: HP "e-award" recipient due to operational excellence.

• Quality Consultant - 3rd Party Call Center (B2B)

  • Nov 1999 - Oct 2002

  Amstelveen, Netherlands Responsible for the operational excellence of the call / e-mail printer post-support programs at 3rd party vendor according to scorecard metrics. Core Responsibilities: ◈ Consultancy to 3rd party call center counterpart to help realize operational excellence. ◈ Scorecard generation - Tracked, analyzed, advocated and steered business objectives. ◈ Accountable for 3rd party billing and sign off authority. ◈ Participated and presented in monthly business review… Show more Responsible for the operational excellence of the call / e-mail printer post-support programs at 3rd party vendor according to scorecard metrics. Core Responsibilities: ◈ Consultancy to 3rd party call center counterpart to help realize operational excellence. ◈ Scorecard generation - Tracked, analyzed, advocated and steered business objectives. ◈ Accountable for 3rd party billing and sign off authority. ◈ Participated and presented in monthly business review meetings. Project Management: ◈ "Process & Procedure" project forum. Achievement: ◈ Successfully lead the "Process & Procedure" project forum with objective to update all process-related documentation designed to optimize "best business practices" between HP and 3rd party call centers.

• Supervisor – Call Center (B2C)

  • Nov 1996 - Oct 1999

  Amstelveen, Netherlands Within the printer product category group, executed the role of supervisor to ensure team goals were met according to scorecard specifications. Region: Benelux / UK Core Responsibilities: ◈ Advocated customer service best practices. ◈ Lead weekly team meetings and monthly one-on-ones to share, inspire and improve. ◈ Staffed, trained and evaluated team members according to business requirements. Project Management: ◈ 3rd level technical… Show more Within the printer product category group, executed the role of supervisor to ensure team goals were met according to scorecard specifications. Region: Benelux / UK Core Responsibilities: ◈ Advocated customer service best practices. ◈ Lead weekly team meetings and monthly one-on-ones to share, inspire and improve. ◈ Staffed, trained and evaluated team members according to business requirements. Project Management: ◈ 3rd level technical support. Achievement(s): ◈ Highest agent span of control (15 FTE's). ◈ Recognition earned as roll-model to colleague team supervisors. ◈ Appointed as project lead for 3rd level project and successfully implemented according to project deliverables.

• International Technical Customer Support Call Center Agent (B2C)

  • Nov 1994 - Oct 1996

  Amstelveen, Netherlands Within the printer product category group, professionally rendered post sales technical support in both Dutch and English. Region: Benelux/UK Core Responsibilities: Call handling according to defined SLA's. Project Management: Escalation handling re-design - UK market ECSCape Achievement(s): ◈ Appointed as mentor coordinator to coordinate all mentoring activities. ◈ For the UK market, appointed as primary escalation technical support contact and… Show more Within the printer product category group, professionally rendered post sales technical support in both Dutch and English. Region: Benelux/UK Core Responsibilities: Call handling according to defined SLA's. Project Management: Escalation handling re-design - UK market ECSCape Achievement(s): ◈ Appointed as mentor coordinator to coordinate all mentoring activities. ◈ For the UK market, appointed as primary escalation technical support contact and successfully designed associated escalation call handling process. Lead hand-over to operations. ◈ Appointed project lead and successful implementation of "ECSCape" designed to publish all ECSC procedural documentation on HP's support intranet.



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Channel Partner Sales Representative - Fielded (B2B)

  • Nov 1992 - Jan 1994

  Mississauga, Ontario District: Central Ontario Within the MPE server product category, successfully achieved 148.7% of quota ($12.0 mill) ending business calendar Oct. 93.

• Channel Partner Sales & Customer Service (B2B)

  • Mar 1992 - Oct 1992

  Mississauga, Ontario Within the MPE server product category, held a dual role of sales and sales customer support to the central sales team and their dealer network. Region: Central Ontario Successfully achieved 102% of quota ($2.3 mill) ending business calendar October 1992.

• Sales Support and Customer Service (B2B)

  • Feb 1991 - Feb 1992

  Mississauga, Ontario Within the consumables product category, sales support and customer service role to assigned account representative and their associated dealer network. Region: Canada Achievement(s): ◈ 4 X "employee of the month" recipient. ◈ Multiple customer recognition letters. ◈ Self-initiated order entry reference material review and update. ◈ Invitation to HP Corvallis USA site due to commendable support given in direct relation to new product launch of palmtop product.



SELCO

• Denmark
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Sales Representative / Sales Support & Customer Service (B2B)

  • Sep 1988 - Jan 1991

  Dorval, Quebec Selco Photoreceptors is a photocopier drum refurbishment manufacturer. Region: Canada Effectively raised market awareness of refurbished photocopy drum technology and converted OEM brand users to the product portfolio of Selco Photoreceptors.



Sony

• Entertainment Providers
• 700 & Above Employee

• Kiosk Sales Representative (B2C)

  • Jan 1985 - Aug 1988

  Pointe-Claire, Quebec Represented the Sony brand for small consumables within a predominant department store. Achievement: ◈ Top seller among all SONY retailers for Christmas period. (1985, 1986 and 1987)