Experience

Eppendorf, Inc.

• 1 - 100 Employee

• Head of Service Northern Europe

  • Jul 2021 - Present



Ascom (Nederland) B.V.

• Netherlands
• IT Services and IT Consulting
• 100 - 200 Employee

• Service Director Customer Care Benelux

  • Sep 2019 - Jun 2021

  Responsible for the service organization of >120 FTEs. Transforming the service organization into the best-in class of its kind in customer care & ICT through change management: organization structure, management style, employee engagement by learning & development, communication, SLA management. Develop and implement the customer service strategy, aligned with the organization’s overall vision. Drive continuous improvement in operational excellence with focus on customer centricity, high quality, process improvements, efficiency through First Time Right principle, revenue. Foster culture change impacting communication and performances.



Philips Digital Pathology

• Best

• Customer Service Director EMEA & APAC, and Global BPO - Service

  • Jan 2016 - Aug 2019

  Defined and implemented a service organization in EMEA & APAC (Hardware & Software) Manage customer service organisation, responsible for: • Customer support • Installed base • Service contract • Service delivery • Reporting • CAPA handling • PMS Selecting and implementing: • Global call centre, • Service related tools (Salesforce/ServiceMax) Drive continuous improvements, established harmonised and effective processes to improve service delivery, ensure and increase customer satisfaction (ISO13485, FDA 21CFR-820) Measure, analyse and improve customer experience (re)design service portfolio Manage partner relationships globally, benchmark internally and externally Collaborate with global and regional teams to define and execute customer experience strategies Stakeholder management Ensure organizational compliancy with market regulations DEKRA-, FDA-, MDSAP Drive cost reduction programs (eg.~45% savings for field service activities,~60% savings through global call centre implementation) P&L and AOP responsibility



Philips Digital Pathology Solutions

• Best

• Field Service Support Manager

  • Feb 2014 - Dec 2015



Vodafone

• Maastricht Area, Netherlands

• Business Process Consultant

  • Apr 2013 - Jan 2014



Trianel Energie B.V.

• Operations Manager

  • Jan 2012 - Jan 2013

• Ketenmanager B2B / MKB

  • Oct 2010 - Dec 2011



innogy SE

• Germany
• Utilities
• 700 & Above Employee

• Manager Invoicing

  • Sep 2008 - Oct 2010



ING Bank Eindhoven

• Klantteammanager hypotheken

  • May 2006 - Sep 2008



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Teammanager Billing

  • 2000 - May 2006