Experience

24+ customer care center

• Belgium
• Consumer Services
• 1 - 100 Employee

• Work Force Management

  • Jan 2021 - Present

  Trying to reach the optimal balance between forecast and actuals in the KBC inbound contact center, always with a proactive approach(Forecast Management, Capacity Planning, seatplanning, hollidayplanning, absence,....)

• Service Delivery Manager

  • Apr 2019 - Jan 2021

  Responsible for a team of 60 persons taking care of update activities for all KBC and CBC customers ( call, mail, admin,...). Give support to KBC agencies, KBC head office and other third party organisations in all questions regarding update on personal or company elements, this related to Anti Money Laundry and GDPR regulations



Verisure Securitas Direct

• Belgium
• Wholesale
• 1 - 100 Employee

• Customer Relations Manager

  • Jul 2017 - Jan 2019

  Responsible for all Customer Care and Customer Loyalty activities for the Belgian, Dutch and part of the French Market. Responsible for all Customer Care and Customer Loyalty activities for the Belgian, Dutch and part of the French Market.



TNT

• Information Technology & Services

• Customer Care Manager

  • Feb 2003 - Jun 2017

  Manage all customer service activities ( front- and backoffice) for the TNT business in Belux in the Customer Care center in the Brussels area (100 seats) Manage all customer service activities ( front- and backoffice) for the TNT business in Belux in the Customer Care center in the Brussels area (100 seats)


Rubbermaid-Curver
• European Customer service Manager

  • 2001 - 2003

Gillette Benelux
• Netherlands
• Wholesale
• Customer Service Manager Benelux

  • Apr 1997 - Jan 2001

BD
• United States
• Architecture and Planning
• European Inventory control

  • 1992 - 1997