Martin de Bruin
WFM Specialist at NEXT wfm- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
-
Nederlands Native or bilingual proficiency
-
Engels Full professional proficiency
-
Duits Elementary proficiency
Topline Score
Bio
Sebastian Totzke
I wish I had more tasks with Martin because he is a joy when I needed answers. He was one of my go to co-workers when I needed advice. I really like his calm reassuring communication style. He is the type of person I'd like to have beside me during a crisis situation. Martin is very knowledgeable about his role and was not afraid to ask questions to make sure that he provides the best and reliable service to our stakeholders. it was a pleasure working with him.
Glenn Foster
Martin was hired into my team at Booking.com as a Real Time Analyst before being promoted to a Senior Planner, joining me again after I had moved to manage that team. During the entirety of Martin's 2+ years at Booking.com he was proactive, collaborative and easy to manage. Martin has many skills but he stands out most with his communication skills and ability to work in a team. He often received positive feedback from peers for his listening skills, ability to explain his ideas and for his general passion for the job. I could always trust Martin to deliver precise analysis and present it clinically to any audience. I valued the wide-ranging WFM knowledge he possessed and often seeked him out to ensure the correct approach was taken. Martin was always looking to learn more with the most recent skills learned being SQL and general database queries. I'd happily recommend Martin to any potential employer and he was a regrettable loss from both my team and the company on the back of a major internal restructure.
Sebastian Totzke
I wish I had more tasks with Martin because he is a joy when I needed answers. He was one of my go to co-workers when I needed advice. I really like his calm reassuring communication style. He is the type of person I'd like to have beside me during a crisis situation. Martin is very knowledgeable about his role and was not afraid to ask questions to make sure that he provides the best and reliable service to our stakeholders. it was a pleasure working with him.
Glenn Foster
Martin was hired into my team at Booking.com as a Real Time Analyst before being promoted to a Senior Planner, joining me again after I had moved to manage that team. During the entirety of Martin's 2+ years at Booking.com he was proactive, collaborative and easy to manage. Martin has many skills but he stands out most with his communication skills and ability to work in a team. He often received positive feedback from peers for his listening skills, ability to explain his ideas and for his general passion for the job. I could always trust Martin to deliver precise analysis and present it clinically to any audience. I valued the wide-ranging WFM knowledge he possessed and often seeked him out to ensure the correct approach was taken. Martin was always looking to learn more with the most recent skills learned being SQL and general database queries. I'd happily recommend Martin to any potential employer and he was a regrettable loss from both my team and the company on the back of a major internal restructure.
Sebastian Totzke
I wish I had more tasks with Martin because he is a joy when I needed answers. He was one of my go to co-workers when I needed advice. I really like his calm reassuring communication style. He is the type of person I'd like to have beside me during a crisis situation. Martin is very knowledgeable about his role and was not afraid to ask questions to make sure that he provides the best and reliable service to our stakeholders. it was a pleasure working with him.
Glenn Foster
Martin was hired into my team at Booking.com as a Real Time Analyst before being promoted to a Senior Planner, joining me again after I had moved to manage that team. During the entirety of Martin's 2+ years at Booking.com he was proactive, collaborative and easy to manage. Martin has many skills but he stands out most with his communication skills and ability to work in a team. He often received positive feedback from peers for his listening skills, ability to explain his ideas and for his general passion for the job. I could always trust Martin to deliver precise analysis and present it clinically to any audience. I valued the wide-ranging WFM knowledge he possessed and often seeked him out to ensure the correct approach was taken. Martin was always looking to learn more with the most recent skills learned being SQL and general database queries. I'd happily recommend Martin to any potential employer and he was a regrettable loss from both my team and the company on the back of a major internal restructure.
Sebastian Totzke
I wish I had more tasks with Martin because he is a joy when I needed answers. He was one of my go to co-workers when I needed advice. I really like his calm reassuring communication style. He is the type of person I'd like to have beside me during a crisis situation. Martin is very knowledgeable about his role and was not afraid to ask questions to make sure that he provides the best and reliable service to our stakeholders. it was a pleasure working with him.
Glenn Foster
Martin was hired into my team at Booking.com as a Real Time Analyst before being promoted to a Senior Planner, joining me again after I had moved to manage that team. During the entirety of Martin's 2+ years at Booking.com he was proactive, collaborative and easy to manage. Martin has many skills but he stands out most with his communication skills and ability to work in a team. He often received positive feedback from peers for his listening skills, ability to explain his ideas and for his general passion for the job. I could always trust Martin to deliver precise analysis and present it clinically to any audience. I valued the wide-ranging WFM knowledge he possessed and often seeked him out to ensure the correct approach was taken. Martin was always looking to learn more with the most recent skills learned being SQL and general database queries. I'd happily recommend Martin to any potential employer and he was a regrettable loss from both my team and the company on the back of a major internal restructure.
Credentials
-
Workforce Management Mastery Certification
The Call Center SchoolJul, 2014- Nov, 2024
Experience
-
NEXT wfm
-
Netherlands
-
Business Consulting and Services
-
1 - 100 Employee
-
WFM Specialist
-
Jul 2023 - Present
-
-
-
Just Eat Takeaway.com
-
Netherlands
-
Software Development
-
700 & Above Employee
-
WFM Specialist
-
Feb 2022 - Feb 2023
-
-
-
Quion
-
Financial Services
-
300 - 400 Employee
-
WFM Coördinator
-
Jun 2021 - Feb 2022
Responsible for the capacity management, forecasting, scheduling and reporting for our Customer Contact Center Responsible for the capacity management, forecasting, scheduling and reporting for our Customer Contact Center
-
-
-
Booking.com
-
Netherlands
-
Software Development
-
700 & Above Employee
-
WFM Senior Planner
-
Jan 2020 - Mar 2021
- Short term capacity and resourcing evaluation across multiple lines of business within our EMEA contact centers and ad hoc analysis of unplanned incidents and events.- Evaluate, analyze and understand performance trends.-Strive for alignment with other Deployment and Workforce Management teams on approach, reporting and predictions.- Create models of service scenarios that account for changes in demand and capacity.- Build strong relationships with centralized outsourcing team and generate requirements for outsourcing partners that match coverage and business needs.- Implement and organize actions as appropriate to address performance challenges.- Provide feedback to relevant teams within the WFM cycle to ensure consistent improvement.- Standardize reporting within the team. Show less
-
-
Real Time Analyst
-
Aug 2018 - Jan 2020
-
-
-
Univé Stad en Land
-
Netherlands
-
Insurance
-
100 - 200 Employee
-
WFM Traffic Specialist
-
Sep 2017 - Jul 2018
Naast de dagaansturing van de afdeling verantwoordelijk voor het uitbouwen van aanwezige WFM processen waaronder het opzetten van capaciteitsmanagement en opzetten van rapportages aangaande verschillende geldende KPI's. Naast de dagaansturing van de afdeling verantwoordelijk voor het uitbouwen van aanwezige WFM processen waaronder het opzetten van capaciteitsmanagement en opzetten van rapportages aangaande verschillende geldende KPI's.
-
-
-
Conduent
-
United States
-
IT Services and IT Consulting
-
700 & Above Employee
-
WFM Business Partner
-
Dec 2016 - Aug 2017
WFM Business Partner voor clientteam Telfort. - Hiërarchische aansturing van intra-day management (Traffic) - Functionele aansturing Planner(s) en/of Scheduler(s) - Communication Lines tussen Shared Production Center (Planning, Scheduling en Service Level management), Traffic en Operatie - Structure & Process; inrichten en organiseren van WFM conform interne en COPC standaard - Quality Control; van product en dienstverlening WFM - nemen van corrigerende maatregelen - COPC alignment; implementatie en/of borgen werkwijze - Advise and Improvements; geven van advies aan operatie en uitvoeren van verbeterprojecten About Conduent Former Xerox Customer Care Services, as well as other former Xerox Services companies, will continue its activities as Conduent, Inc. The name Conduent is inspired by the new company’s expertise in connecting clients and their constituents through seamless transactions in areas such as customer care, transportation solutions, and healthcare payer and provider services. Conduent will continue to work as an extension of our clients’ business, enabling millions of interactions every day – such as processing toll payments or medical claims, disbursing public assistance funds or addressing a customer care concern. We will deliver these transactions at massive scale, anytime and anywhere, yet ensure each one is flawless, personalized and secure. As an independent company, we will carry forward the values and culture of innovation, diversity and integrity from Xerox along with our established expertise in transaction-intensive processes, analytics and automation to help improve the satisfaction and loyalty of your patients, commuters, consumers or employees. Show less
-
-
-
Xerox
-
United States
-
Business Consulting and Services
-
700 & Above Employee
-
WFM Business Partner
-
Oct 2015 - Dec 2016
Juli 2016 - December 2016:WFM Business Partner voor het project Telfort.September 2015 - november 2016: WFM Business Partner voor de projecten Caiway, Gemeente Tilburg en Brabant Water.Beide projecten in Q42016 COPC gecertificeerdAbout Xerox Customer Care Services Xerox is the largest worldwide diversified business process outsourcing company. This includes services that support all enterprises through offerings such as customer care, finance and accounting, and human resources, as well as vertically focused offerings in areas such as banking, healthcare, transportation, retail and telecommunications. Xerox is an experienced service provider with over 20 years of customer care experience across multiple industries. Xerox has more than 160 global call centers.Headquartered in Norwalk, CT, Xerox is a global company with operations in 160 countries and over 140,000 employees focused on serving customers around the world. Show less
-
-
Traffic Manager
-
Nov 2013 - Sep 2015
Project bol.com: 200+ seats en groeiende.Project TLS: 40+ seatsProject Nuon: 40+ seats (tijdelijk project Januari-April 2014)Project Caiway: 30+ seats.Verantwoordelijk voor het waarborgen van de geldende SLA's op zowel voice als non-voice op bovengenoemde projecten binnen een team van 4 Traffic Managers. - Zorgen voor het zo effectief mogelijk inzetten van de beschikbare uren. - Signaleren van issues die van invloed zijn op de te behalen SLA's en de dagsturing hierop bijstellen. - Rapporteren, analyseren en adviseren omtrent het inkomende verkeer op de verschillende werkgroepen en werkstromen.About Xerox Customer Care Services Xerox is the largest worldwide diversified business process outsourcing company. This includes services that support all enterprises through offerings such as customer care, finance and accounting, and human resources, as well as vertically focused offerings in areas such as banking, healthcare, transportation, retail and telecommunications. Xerox is an experienced service provider with over 20 years of customer care experience across multiple industries. Xerox has more than 160 global call centers.Headquartered in Norwalk, CT, Xerox is a global company with operations in 160 countries and over 140,000 employees focused on serving customers around the world. Show less
-
-
Senior CSR
-
Jan 2012 - Nov 2013
Voor de invoering van Traffic op project bol.com verantwoordelijk voor de waarborging van de SLA op inbound calls. Daarnaast bestaat het takenpakket uit het verzamelen van foutief gerouteerde en behandelde cases door 1e lijnsagenten en het feedback geven aan de betreffende agenten. Ook de signalering van veel voorkomende klantenvragen en het schakelen met de opdrachtgever is een taak van een Senior CSR. Schakel tussen de Teamleaders en de agenten.
-
-
Customer Service Representative
-
Aug 2010 - Jan 2012
Project bol.com. Full-skilled inbound afhandeling van klantvragen zowel aan de telefoon als per e-mail. Na 8 maanden opgenomen in het 1e lijnsupport team. Dit team heeft een bredere authorisatie dan de reguliere 1e lijn agenten en neemt CSS taken over die voorheen door bol.com zelf werden uitgevoerd.
-
-
-
-
Docent Aardrijkskunde
-
Aug 2009 - Aug 2010
Docent Aardrijkskunde aan het Kalsbeek College te Woerden, locatie Bredius (VMBO locatie). Acht lesuren in de week aan twee 1e klassen VMBO k/t en twee 2e klassen VMBO k/t.
-
-
Stagiaire
-
Sep 2008 - Aug 2009
Stage in het kader van opleiding tot Docent Aardrijkskunde 2e graad.
-
-
-
-
Docent Aardrijkskunde
-
Jul 2007 - Aug 2008
Docent aardrijkskunde aan de RSG Broklede te Breukelen. Acht lesuren in de week aan drie 1e klassen havo en een 1e klas havo/vwo. Daarnaast begeleider tijdens buitenschoolse activiteiten.
-
-
Stagiaire
-
Sep 2006 - Jul 2007
Stage in het kader van opleiding tot Docent Aardrijkskunde 2e graad.
-
-
Education
-
2004 - 2010
Hogeschool van Utrecht
Docent Aardrijkskunde 2e graads -
2002 - 2004
Radboud Universiteit Nijmegen
Milieuwetenschappen (Environmental Science) -
1996 - 2002
Oosterlicht College
VWO, VWO
Community
