Consultant

• Jul 2020 - Present

Process Manager

• Jul 2016 - Sep 2020

Responsible for managing and mapping new processes within the technical aftermarket team.Maintaining existing processes and documentation.Escalating issues and driving improvements.Project: created an easy to use overview catalogue with daily processes for the Coordination Team within a limited budget. Goal: one place for all processes, links to contact information and necessary documents.

Service Owner

• Feb 2016 - Sep 2020

Service Owner Independent Operator (IO) Services Global for Volvo Trucks, Volvo Bus and Renault Trucks:Ensuring that the Volvo Group fulfils all legislations related to Aftermarket Service Information as issued by the different governmental bodies within its operating countries.Set up Business and IT support for all IO Services.Renewed governance structure of IO Services.Leading IO support team.

Technical Customer Support Coordinator

• Mar 2013 - Mar 2016

Planner (10/2015 – 03/2016)Maintaining the shift schedule of teams in TDS according to shift and skill requirements. Problem forecasting and solution proposals. Setting up of yearly planning. Providing reports to management. Training of employees in WOW and usage of planning tools.Independent Operator Support (07/2014 – 03/2016)First line support for Independent Workshops and Market Companies in line with the Block Exemption Regulation (BER) and Repair and Maintenance Information legislation (RMI).Health and Wellbeing Workgroup (01/2014 – 01/2016)Developing and executing initiatives around health and wellbeing within an office environment, taking into consideration the nature of the business (call center and first line support with set lead times) and a fixed budget. Responsible to estimate the yearly budget and present to management for approval.Coordination Team (03/2013 – 03/2016)First line customer support, link between dealers and technicians:Registering, translating and estimating the severity of incoming requests, solving basic problems, referring technical cases to the respective technician, follow-up on ongoing cases.

Sales Representative

• Feb 2012 - Jan 2013

Working as part of the sales team to develop both new and existing markets in the regions West- and East Flanders and Flemish Brabant. First contact for existing customers, daily customer visits to take and follow-up product orders and deliveries. Working as part of the sales team to develop both new and existing markets in the regions West- and East Flanders and Flemish Brabant. First contact for existing customers, daily customer visits to take and follow-up product orders and deliveries.

Internship Quality Management

• Mar 2006 - May 2006

Independent project on creating a standard profile for coated pollack. Evaluating of permanent products. Dealing with customer complaints. Independent project on creating a standard profile for coated pollack. Evaluating of permanent products. Dealing with customer complaints.