Ingrid Bauer
Owner at CX-consultancy- Claim this Profile
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English Professional working proficiency
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Nederlands Full professional proficiency
Topline Score
Bio
Marc Weersink
Ingrid is een allround professional op het gebied van systeemimplementaties en change management met veel ervaring in de juridische branche. Ze heeft NautaDutilh op uitstekende wijze ondersteund met de implementatie van een nieuw ERP pakket.
Maria Kulachkova
Ingrid ia an outstanding person- dedicated, experienced, knowledgeable and open! Everything and more you want from a potential customer. We worked together during presales process and implementation of CX platform (POC) where she was my main point of contact leading the adoption and customer experience transformation within Unit4. Ingrid managed to have support from executive stakeholders, connect us with project decision makers and clearly outlined business and strategic objectives for the platform. I would recommend Ingrid to any company that is going through transformation process and wants to improve their customer experience and start focusing on retention and long-term growth!
Otto Hendrik
Ingrid was senior lead consultant in the project team that moved the International NGO I’m working for into centralized bookkeeping with the ERP system of Unit4. We didn’t have processes written down and didn’t have experience in such big changes. By listening well and understanding our needs she was able to get us up and running. And we’re still happy with that result. We weren’t her only project that time, but she was able to be up to date about every single detail every moment during the project. I learned a lot from her technically. She is friendly and clear at the same time. She was working hard. The project finished in time and that was also because of her management style.
Marc Weersink
Ingrid is een allround professional op het gebied van systeemimplementaties en change management met veel ervaring in de juridische branche. Ze heeft NautaDutilh op uitstekende wijze ondersteund met de implementatie van een nieuw ERP pakket.
Maria Kulachkova
Ingrid ia an outstanding person- dedicated, experienced, knowledgeable and open! Everything and more you want from a potential customer. We worked together during presales process and implementation of CX platform (POC) where she was my main point of contact leading the adoption and customer experience transformation within Unit4. Ingrid managed to have support from executive stakeholders, connect us with project decision makers and clearly outlined business and strategic objectives for the platform. I would recommend Ingrid to any company that is going through transformation process and wants to improve their customer experience and start focusing on retention and long-term growth!
Otto Hendrik
Ingrid was senior lead consultant in the project team that moved the International NGO I’m working for into centralized bookkeeping with the ERP system of Unit4. We didn’t have processes written down and didn’t have experience in such big changes. By listening well and understanding our needs she was able to get us up and running. And we’re still happy with that result. We weren’t her only project that time, but she was able to be up to date about every single detail every moment during the project. I learned a lot from her technically. She is friendly and clear at the same time. She was working hard. The project finished in time and that was also because of her management style.
Marc Weersink
Ingrid is een allround professional op het gebied van systeemimplementaties en change management met veel ervaring in de juridische branche. Ze heeft NautaDutilh op uitstekende wijze ondersteund met de implementatie van een nieuw ERP pakket.
Maria Kulachkova
Ingrid ia an outstanding person- dedicated, experienced, knowledgeable and open! Everything and more you want from a potential customer. We worked together during presales process and implementation of CX platform (POC) where she was my main point of contact leading the adoption and customer experience transformation within Unit4. Ingrid managed to have support from executive stakeholders, connect us with project decision makers and clearly outlined business and strategic objectives for the platform. I would recommend Ingrid to any company that is going through transformation process and wants to improve their customer experience and start focusing on retention and long-term growth!
Otto Hendrik
Ingrid was senior lead consultant in the project team that moved the International NGO I’m working for into centralized bookkeeping with the ERP system of Unit4. We didn’t have processes written down and didn’t have experience in such big changes. By listening well and understanding our needs she was able to get us up and running. And we’re still happy with that result. We weren’t her only project that time, but she was able to be up to date about every single detail every moment during the project. I learned a lot from her technically. She is friendly and clear at the same time. She was working hard. The project finished in time and that was also because of her management style.
Marc Weersink
Ingrid is een allround professional op het gebied van systeemimplementaties en change management met veel ervaring in de juridische branche. Ze heeft NautaDutilh op uitstekende wijze ondersteund met de implementatie van een nieuw ERP pakket.
Maria Kulachkova
Ingrid ia an outstanding person- dedicated, experienced, knowledgeable and open! Everything and more you want from a potential customer. We worked together during presales process and implementation of CX platform (POC) where she was my main point of contact leading the adoption and customer experience transformation within Unit4. Ingrid managed to have support from executive stakeholders, connect us with project decision makers and clearly outlined business and strategic objectives for the platform. I would recommend Ingrid to any company that is going through transformation process and wants to improve their customer experience and start focusing on retention and long-term growth!
Otto Hendrik
Ingrid was senior lead consultant in the project team that moved the International NGO I’m working for into centralized bookkeeping with the ERP system of Unit4. We didn’t have processes written down and didn’t have experience in such big changes. By listening well and understanding our needs she was able to get us up and running. And we’re still happy with that result. We weren’t her only project that time, but she was able to be up to date about every single detail every moment during the project. I learned a lot from her technically. She is friendly and clear at the same time. She was working hard. The project finished in time and that was also because of her management style.
Credentials
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Scrum Fundamentals Certified
VMEdu Inc.Nov, 2019- Nov, 2024 -
Scrum Master Certified
VMEdu Inc.Nov, 2019- Nov, 2024
Experience
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CX-consultancy
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Netherlands
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Business Consulting and Services
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1 - 100 Employee
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Owner
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Nov 2019 - Present
CX consultancy helpt organisaties maximale groei te realiseren door het leveren van een unieke klantbeleving. ✪ Customer journey mapping / Klantreis definiëren - Samen met uw team de klantreis in kaart brengen. ✪ NPS programma- inrichting, advies, training, opvolgen feedback ✪ Optimalisatie klantprocessen - klant centraal in al uw processen ✪ Verandermanagement - klantgericht werken vraagt een andere benadering, een andere cultuur. Wat is er voor nodig om verandering in gang te zetten? ✪ Retention programma - hoe voorkom je dat klanten weggaan? ✪ Loyaliteitsprogramma - Hoe zorg je ervoor dat klanten ambassadeur worden? ✪ Data analyses - toetsing kwaliteit CRM data, advies omtrent welke data relevant is. ✪ Customer 360 - advies/ondersteuning in het realiseren van een 360 beeld van uw klant Show less
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Action
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Netherlands
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Retail
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700 & Above Employee
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Senior PMO a.i.
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Dec 2022 - Present
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NautaDutilh
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Netherlands
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Law Practice
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700 & Above Employee
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Business consultant a.i.
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Sep 2020 - Sep 2022
Business consultant binnen het financiele domein. Hands-on opdracht. Ondersteunende rol binnen het implementatieteam voor het financiele domein. Divers takenpakket: (mede) verantwoordelijk voor het design en oplevering van nieuw ERP systeem (Aderant). Procesoptimalisatie bestaande processen | Procesdesign nieuwe processen | Ontwerp en implementatie van online trainings- en kennisomgeving | Training gebruikersorganisatie | On-site ondersteuning tijdens go-live | Ondersteunen gebruikers incidenten en vragen |Testmanagement en – coördinatie. Validatie conversiedata. Show less
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CAK
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Netherlands
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Government Administration
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500 - 600 Employee
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Senior projectmanager
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Feb 2020 - Sep 2020
Goal: Deliver a project plan for the implementation of digital direct debit process (eMandates) to meet the requirements of European law and regulations. As senior project manager /business analyst responsible for digitization of the direct debit process and guaranteeing financial legitimacy. Determine impact of implementation of eMandates. Determine possible risks and financial impact of implementation. Extra assignment: support within the Wmo-2020 program (Dutch legislation). Guidance and coordination of user acceptance tests (GAT) of partial other customer facing products. Accomplishment: - Project plan delivered for the implementation of e-Mandates. The project plan included possible solution scenarios, financial impact, potential risks and options to mitigation. - Delivered overview of current state of financial legitimacy by analyzing financial data. Ensured that regular direct debiting process proceeds more lawfully, thereby increasing the financial legitimacy of the organization without having the eMandates implemented already. Show less
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Brownies&downieS
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Netherlands
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Hospitality
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1 - 100 Employee
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Veranderingscoach
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Jan 2020 - Mar 2020
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SimpledCard
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Netherlands
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Financial Services
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1 - 100 Employee
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Manager Customer Success team
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Oct 2018 - Sep 2019
SimpledCard is a scale-up organisation in the FinTech industry. Offering a Saas Expense Management solution. 🏆 Results accomplished: ◊ Defining the Customer Success Strategy to set the direction and establish priorities for the services team. Translation of strategy into KPIs and lead indicators. ◊ Quarterly Rocks (Rockefeller Habits) plans which resulted in more focus and positive change of personal attitude and strong teambuilding. ◊ Scaling up & coaching the services team from 2 to 6 FTE which resulted in a consistent and high quality of service level. ◊ Optimization of the customer journey by the delivery of high quality, personal and pro-active service which resulted in the increase of MRR. ◊ Implementation of the NPS program which resulted in closing the loop on customer feedback and increase of the NPS with 5 points ◊ Re-introduction of Account Management which resulted in more upsell opportunities and increase of MRR Show less
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Unit4
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Software Development
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700 & Above Employee
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Global head of Customer Success Operations
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Jun 2016 - Oct 2018
As Global head of Customer Success operations instrumental for the transformation of Unit4 to a customer centric and Agile organization by creating the infrastructure for the Customer Success organization from the scratch, including structure, systems, processes and metrics. Breaking silos, working closely together with IT and Sales teams across the world. Supporting the regional CCO’s creating their local customer success organizations by providing best practices, tooling and customer and revenue data dashboards. Show less
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Manager Professional Services
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Oct 2013 - May 2016
Als manager professional services verantwoordelijk voor optimalisatie van service aanbod, project management en resource planning. Rol uitgevoerd tijdens overname door private equity gevolgd door een grote reorganisatie. Tevens verantwoordelijk voor projectmanagement large accounts. 🏆 Behaalde resultaten:◊ Aanpassing service portfolio met als resultaat stijging van de omzet en betere marges.◊ Trainingsaanbod aangepast waardoor trainingsomzet verdubbeld kon worden en hoger uurtarief.◊ Implementatie van nieuwe planningstool waardoor een betere utilisatie van de consultants bereikt kon worden. ◊ Performance management geïntroduceerd ter bevordering van de motivatie en ontwikkeling van de consultants◊ Succesvolle migratie van bestaande klantengroep naar nieuw, online fiscale tool – inclusief migratie fiscale data. Show less
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ERP Consultant
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Jun 2007 - Sep 2013
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Elite Technology
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United States
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Software Development
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200 - 300 Employee
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ERP Consultant
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Aug 2005 - May 2007
Begeleiden van ERP-implementaties (inrichting, testen en training). Ontwikkeling lesmaterialen. Daarnaast ook accountmanager van Europese klanten. Ondersteuning operationele taken van het Nederlands kantoor (urenregistratie, facturatie). Behaalde resultaten: Verbetering van de klantrelaties waardoor een vermindering van escalaties gerealiseerd kon worden en vertrouwen hersteld. Begeleiden van ERP-implementaties (inrichting, testen en training). Ontwikkeling lesmaterialen. Daarnaast ook accountmanager van Europese klanten. Ondersteuning operationele taken van het Nederlands kantoor (urenregistratie, facturatie). Behaalde resultaten: Verbetering van de klantrelaties waardoor een vermindering van escalaties gerealiseerd kon worden en vertrouwen hersteld.
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VNC Asia Travel
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Netherlands
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Travel Arrangements
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1 - 100 Employee
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Chief accountant
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Jan 2004 - Jul 2005
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Timesoft is now Aderant!
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Netherlands
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Software Development
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1 - 100 Employee
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ERP Consultant
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Jan 2002 - Dec 2003
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Financial assistant
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Dec 1999 - Dec 2002
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PwC
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Professional Services
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700 & Above Employee
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Assistent Accountant
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Aug 1985 - Sep 1987
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Education
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2019 - 2019
Gamification Academy
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2019 - 2019
VMEdu.inc
Scrum Master -
2016 - 2016
de Baak
Coachend Leiderschap -
2010 - 2010
Prince2 Foundation
Prince2 Foundation -
1985 - 1987
NIVRA
Certificates -
1977 - 1985
Minkema college
VWO
Community
