Experience

ClubPlanner

• Netherlands
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service medewerker

  • Sep 2023 - Present



City of Amsterdam

• Netherlands
• Government Administration
• 700 & Above Employee

• Servicedeskmedewerker

  • Mar 2023 - Mar 2023



New Flag Benelux

• Netherlands
• Manufacturing
• 1 - 100 Employee

• Customer Care Manager

  • Oct 2020 - Oct 2021



JOOLZ a Milk Design BV brand

• Netherlands
• Wholesale
• 100 - 200 Employee

• Senior Customer Service Manager and Project Management

  • Jan 2017 - Sep 2019

  Main objective: Initiating and supervising projects and procedures for an optimal service experience for all internal and external stakeholders. Initiate future service solutions and projects to improve the service experience for the customer overall. Circular working and modular cases of newly developed models in collaboration with product development. Creating business cases for the implementation of service projects. Manage progress of service projects for internal and external stakeholders. Improve and develop service processes and procedures. Holding presentations and workshops to promote product knowledge within the organization. Involved in product development from a service perspective from the design phase up to and including the pre-production test phase. Responsible for the monthly fore-cast of spare-party's in corporation with supply.  CSR working and thinking level. Show less

• Customer Service Manager

  • Feb 2009 - Dec 2016

  Main objective: Setting up an International service department of the scale-up organization. Coaching, training and managing a team of customer service professionals. Develop service procedures and policy. Analyze service statistics and take appropriate action if necessary. Drawing up reports of KPIs including accessibility, customer satisfaction and productivity. Continuous optimization of the digital processing of service requests in the ERP system (Navision). Recruiting employees for customer service. Set up a service policy design for new products for prelaunch in collaboration with marketing. Responsible for the entire order-to-cash process for all service-related orders. Responsible for setting up procedures and processes for certified Service points in Europe, UK, Scandinavia and Asia. Ensure minimal logistical movements of all repairs. Show less



ter Hürne GmbH & Co. KG

• Germany
• Wholesale Building Materials
• 1 - 100 Employee

• Operation Manager

  • Feb 2007 - Jan 2009

  Main objective: Prepare the company for a takeover in collaboration with the Director/owner of the production plant.  Daily guidance of a team of 3 administrative FTs.  Responsible for the internal order administration to production.  Responsible for the financial administration.  Partly responsible for human resources and absenteeism policy of 30 FTE production staff.  Responsible for the logistical operations of all orders. Main objective: Prepare the company for a takeover in collaboration with the Director/owner of the production plant.  Daily guidance of a team of 3 administrative FTs.  Responsible for the internal order administration to production.  Responsible for the financial administration.  Partly responsible for human resources and absenteeism policy of 30 FTE production staff.  Responsible for the logistical operations of all orders.



JOOLZ a Milk Design BV brand

• Netherlands
• Wholesale
• 100 - 200 Employee

• Operation/Office Manager

  • Jan 2004 - Jan 2007

  Main objective: Processing of all administrative operations for a start-up organization.  Processing of the daily correspondence of customers and suppliers.  Responsible for order administration and the order-to-cash process.  Responsible for the logistics process for B2B.  Processing the financial administration for the external accountant.  Responsible for the salary administration. Main objective: Processing of all administrative operations for a start-up organization.  Processing of the daily correspondence of customers and suppliers.  Responsible for order administration and the order-to-cash process.  Responsible for the logistics process for B2B.  Processing the financial administration for the external accountant.  Responsible for the salary administration.



Koopman International B.V.

• Wholesale
• 200 - 300 Employee

• Team leader Administration Purchasing Department

  • May 2000 - Nov 2003



Intermedium Shoes BV

• Retail Apparel and Fashion

• Inside Sales Support

  • Jan 1999 - Apr 2000



Shoegy Shoes

• Amsterdam and Cairo Egypt

• Operation Manager

  • Jan 1992 - Nov 1998