Experience

Hubo België NV
• Belgium
• Retail
• 100 - 200 Employee
• Head Of Customer Service

  • Sep 2021 - Present


Ikanbi Group

• Belgium
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Site Manager / Senior Team manager

  • Sep 2020 - Sep 2021

  Project Proximus - in cooperation with iKanbi Belgium: Temporary position that combines site-management and team management in a helicopter view. Managing a new Dutch customer service department from scratch in Antwerp. Starting with 2 teams, first line customer service and Technical service + staff. Quickly growing to +/- 100 FTE, goal this year is to expand to 200 FTE. I mainly manage everything administration wise of the current employees and give counceling/guidance to current staff. Main tasks: - Guiding management - Recruitment & selection, individual talks with potential new employees - Manage the Antwerp site - provisions - current running contracts - opening hours, started with 09 -17 , now 08:00 - 22:00 - administraition of current employees - SPOC with the interim and HR - Planning and setup of trainings for new-hires + exits - ...



Harvest Belgium

• Sr. Team Manager

  • Jun 2018 - Apr 2021

  Project Eneco-------------------------• Managing a multilingual customer service operation, mainly backoffice• Disciplines: Retention, Outbound, Back Office (Billing & Collection, Energy solutions, Services), Webcare, WFM & Knowledge management• Optimizing and creating tooling; Work instructions, Scoring cards, Training • Implementing Contact Center Live technology - obtaining 100% availability, eliminating backlog and achieving our Service Levels.• Responsible for performance KPI's, availability and timeliness• Manage individual planning; flex pool, blended advisors, quality and progress• Managing a Dutch & French Customer Service Back Office operation (40fte, 2 coaches and 1 Team Manager)• People management; coaching to improve the advisors performance, setting up action plans and goals for the advisors, coach the coach.• Monthly billings between Harvest and Eneco• Close and personal contact between Harvest and the client (Eneco)• ...

• Team Manager

  • Jan 2017 - Jun 2018

  Project Eni-------------------------• Managing a multilingual customer service operation, mainly backoffice• Disciplines: Retention, Outbound, Back Office (Billing & Collection, Energy solutions, Services), Webcare, WFM & Knowledge management• Optimizing and creating tooling; Work instructions, Scoring cards, Training • Implementing Contact Center Live technology - obtaining 100% availability, eliminating backlog and achieving our Service Levels.• Responsible for performance KPI's, availability and timeliness• Manage individual planning; flex pool, blended advisors, quality and progress• Managing a Dutch & French Customer Service Back Office operation (15fte)• People management; coaching to improve the advisors performance, setting up action plans and goals for the advisors, coach the coach.

• Team Manager

  • Feb 2015 - Dec 2016

  Project Essent.Be-----------------------------• Virtually managing a multilingual customer service operation spread out over 3 international locations.• Disciplines: Retention, Outbound Sales, Front Office, Back Office, Webcare, WFM & Knowledge management• Optimizing knowledge databases and WFM tooling• Responsible for performance KPI's (AHT, Quality and Service Level)• Manage planning, quality and progress of the team• Managing a Dutch Customer Service Front Office operation• Managing a Dutch & French Customer Service Back Office operation• People management; Coaching to improve the advisors performance, setting up action plans and goals for the advisors, coach the coach,..

• Product Trainer

  • Jun 2014 - Feb 2015

  Starting an outsourcing project in Morocco for Harvest Belgium, training new employees (15 FTE) to be Client customer service advisors for Essent.be. 7 week program in Morocco, Fes which combines theory with practical experience. (summer 2014)Training an additional group of customer service advisors (10 FTE) for Essent.be in Morocco, Fes.3 week program. (winter 2014)Creating a Back Office department at Harvest for Essent.be in Belgium (dutch) and Morocco (french). (september 2014 - ... )Overseeing the training and expansion of an additional group of customer service advisors (18 FTE) for Essent.be in Morocco, Fes. 3 week program. (January 2015)Expanding Back Office department at Harvest for Essent.be in Belgium and Morocco. (February 2015)

• Senior Advisor

  • Dec 2013 - Jun 2014

  Customer client service for Essent.be, French and Dutch calls, mostly French.Handling clients from start to finish.Contracts, payments, facturation, payment solutions, contract modifications, moves.



Taverne Houten Clara

• Head Waiter

  • Mar 2011 - Oct 2013

  Started as a Bartender, worked my way up to waiter and in the end Head waiter. Handling orders, re-stocking the kitchen and bar, organising the waiters and ensuring a good communication with the kitchen and wait staff. receiving and checking deliveries. At the end of each day i was in charge of collecting and verifying the money earned during the day and comparing with the official balance. Started as a Bartender, worked my way up to waiter and in the end Head waiter. Handling orders, re-stocking the kitchen and bar, organising the waiters and ensuring a good communication with the kitchen and wait staff. receiving and checking deliveries. At the end of each day i was in charge of collecting and verifying the money earned during the day and comparing with the official balance.



Securitas Belgium

• Belgium
• Security and Investigations
• 700 & Above Employee

• Flying receptionist / Security

  • Jan 2008 - Mar 2011

  Handling E-mails, phone calls and receiving clients at the reception for companies like Borealis and Electrabel (Antwerp & Brussels) Forwarding calls, and aiding with safety protocols. Handling letters; reading and forwarding to the correct service for treatment. Responsable for opening the buildings in Antwerp and Brussels so that employees could start their day. Planification of meeting rooms, visitors and new employees Handling E-mails, phone calls and receiving clients at the reception for companies like Borealis and Electrabel (Antwerp & Brussels) Forwarding calls, and aiding with safety protocols. Handling letters; reading and forwarding to the correct service for treatment. Responsable for opening the buildings in Antwerp and Brussels so that employees could start their day. Planification of meeting rooms, visitors and new employees