Experience

Eijsink

• Netherlands
• Technology, Information and Internet
• 100 - 200 Employee

• Release manager

  • Jul 2023 - Present



JEX

• Netherlands
• Software Development
• 100 - 200 Employee

• Scrum Master

  • Dec 2022 - May 2023



SpronQ - Let’s be Rebels with a cause!

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

• Scrum Master

  • Nov 2022 - May 2023



Cycle to Accelerate

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

• Product owner

  • Nov 2022 - May 2023



Takeaway.com

• Netherlands
• Technology, Information and Internet
• 400 - 500 Employee

• QA Engineer at Takeaway.com

  • Feb 2019 - Nov 2022

  - Carry out manual tests for our App and helping the team to work in an agile working environment - Create, update and maintain test documentation and test plans - Assist the team in risk assessment prior to releasing new versions - Analyze incoming defects for validity and severity - Manual testing of the App

• Quality Specialist at Takeaway.com

  • Sep 2016 - Feb 2019

  - Handle and resolve the most complex and high-risk customer queries and complaints - Provide guidance and assistance to less experienced colleagues on resolving complex issues - Coach, train and motivate Customer Services Agents to ensure high customer service standards and quality is maintained and targets are reached - Resolve operational issues and answer questions that arise within the team - Service key customer accounts - Signal, develop and evaluate improvement… Show more - Handle and resolve the most complex and high-risk customer queries and complaints - Provide guidance and assistance to less experienced colleagues on resolving complex issues - Coach, train and motivate Customer Services Agents to ensure high customer service standards and quality is maintained and targets are reached - Resolve operational issues and answer questions that arise within the team - Service key customer accounts - Signal, develop and evaluate improvement opportunities in customer service systems and processes - Monitor whether processes are followed and solutions offered by agents are in line with current processes - Discuss deviant behaviour with individual agent and report to relevant stakeholders - Provide quality reports to relevant stakeholders, reflecting on individual results and team performance, and advise on development opportunities - Advise relevant stakeholders on process improvement opportunities for quality monitoring - Assess, develop and conduct Customer Services related trainings.



KPN

• Netherlands
• Telecommunications
• 700 & Above Employee

• Afdeling klantenservice

  • Sep 2015 - Sep 2016



Outdoor Care

• Beckum

• Maatschappelijk werker

  • Sep 2007 - Sep 2014