Experience

Buro Blauw B.V.

• Netherlands
• Environmental Services
• 1 - 100 Employee

• Operations manager

  • Oct 2022 - Present

• Operations Manager ai

  • Feb 2022 - Present



Whitemore

• Nederland

• Eigenaar

  • Mar 2003 - Present

  Interim Management, advisering, coaching Interim Management, advisering, coaching



WhiteMooreProjects

• Witteveen

• Mede-eigenaar

  • Feb 2015 - Present

  Organiseren van live-muziekconcerten en evenementen. Organiseren van live-muziekconcerten en evenementen.



GGD GHOR Nederland

• Netherlands
• Hospitals and Health Care
• 500 - 600 Employee

• Interim QA | Coach &Trainer -via Teamleiders.nu | Project GGD/GHOR-COVID Support

  • May 2020 - Feb 2022



CAK

• Netherlands
• Government Administration
• 500 - 600 Employee

• Manager Team KCC ai

  • Apr 2019 - Mar 2020



Cotap B.V.

• Netherlands
• Wholesale
• 1 - 100 Employee

• Projectleider a.i.

  • Aug 2018 - Jan 2019

• Manager klantenservice ai

  • Mar 2018 - Aug 2018



Sabattical

• Mantelzorg

  • Sep 2017 - Feb 2018



Mediq

• Netherlands
• Hospitals and Health Care
• 700 & Above Employee

• Senior Consultant Customer Service a.i.

  • Jul 2016 - Sep 2017



ATAG Benelux

• Netherlands
• Appliances, Electrical, and Electronics Manufacturing
• 200 - 300 Employee

• Crisismanager / Manager Service a.i.

  • Dec 2015 - Jun 2016

• Senior Consultant Services a.i.

  • Oct 2015 - Dec 2015



Xerox

• United States
• Business Consulting and Services
• 700 & Above Employee

• Senior Consultant / Coach a.i.

  • Jul 2015 - Aug 2015



Dar NV

• Netherlands
• Environmental Services
• 1 - 100 Employee

• Project Manager / Senior Consultant KCC a.i.

  • Mar 2015 - Jul 2015



Webhelp

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Client Manager a.i.

  • Dec 2013 - Dec 2014



Transcom

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Contact Center Manager a.i.

  • Feb 2013 - Nov 2013



VodafoneZiggo

• Netherlands
• Telecommunications
• 700 & Above Employee

• Service Improvement Manager a.i.

  • Jan 2012 - Jan 2013

  Linking pin beween Operations and ICT, SPOC for strategy and improvement projects, SPOC for Operations during (large impact) incidents.

• Manager CS a.i.

  • Feb 2011 - Jan 2012



VodafoneZiggo

• Netherlands
• Telecommunications
• 700 & Above Employee

• Director Service Operations & Manager FrontOffice Zakelijk/Business Services a.i.

  • May 2009 - Dec 2010

  Results during interim assignment at ZiggoZakelijk: Redesigned Customer Service department.Accessibility improved from 68% up to 97% and SL from 54% up to 80%. Succesfull Insourcing Service Teams for all Business Customers. Design and set-up inhouse TeleSales team for Business Market.(Conversion Rate up to 48%). Redesign of IVR. Improved Customer Satisfaction. DSO decreased with 10%. Bad Depts decreased with 8%. Implement new team: Service Management. Employee Satisfaction increased with 10%.Redesign of IVR. Improved efficiency overall with 35%. Member of MT B2B. Show less



KPN

• Netherlands
• Telecommunications
• 700 & Above Employee

• Operations Manager a.i.

  • Oct 2008 - May 2009

  Retention department for KPN and Hi (Mobile Save CM) Member of MT. P&L responsible. Improved department results : -Conversion rate increased with 63%. -Service Level increased with more than 100%. Coaching management. Retention department for KPN and Hi (Mobile Save CM) Member of MT. P&L responsible. Improved department results : -Conversion rate increased with 63%. -Service Level increased with more than 100%. Coaching management.



ISS Contact Centers

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Manager Operations & Vestigingsmanager a.i.

  • Nov 2007 - Oct 2008

  Responsible for P&L. Changed location from costcenter to valuecenter. Improved customer relations through operational excellence. Improved the working atmosphere for employees.

• Client Service Manager a.i.

  • May 2007 - Dec 2007

  Client Service Manager and Operations Manager for a major Internet, Telephone and Television Provider. Improved results and retained the contract for ISS



Cendris

• Netherlands
• Consumer Services
• 200 - 300 Employee

• Customer Operations Manager a.i.

  • Oct 2006 - May 2007

  -Set-up & Implementation of a governmental project. Responsible for Operations at 3 sites. -Quick set-up (2,5 weeks) operation of 3 teams (93 agents + 2 team leaders) call center/e-mail & policy department for a Major Health Insurance Company in the Netherlands -Set-up & Implementation of a governmental project. Responsible for Operations at 3 sites. -Quick set-up (2,5 weeks) operation of 3 teams (93 agents + 2 team leaders) call center/e-mail & policy department for a Major Health Insurance Company in the Netherlands



PaySquare SE

• Netherlands
• Financial Services
• 1 - 100 Employee

• Security Officer a.i.

  • 2005 - 2006

  Developing & Implementing new procedures eg: WhistleBlower, Secure Internet & e-mail, Corporate Security Awareness, RBAC, Safety, Access Control. Developing & Implementing new procedures eg: WhistleBlower, Secure Internet & e-mail, Corporate Security Awareness, RBAC, Safety, Access Control.



Worldline Financial Services

• Financial Services
• 700 & Above Employee

• Manager Operations / Customer Services

  • Oct 1999 - Dec 2005

  In different departments responsable for Customer Services, Fraud Prevention, ChargeBacks, SLA and Technical Helpdesk

• Fraud Investigator

  • Apr 1991 - Sep 1999

  Fraud investigations in Financial market; Expertise in Credit-Card fraud en prevention. Advisor in fraud prevention merchants and Issuers about credit-cards



Politie Nederland

• Law Enforcement
• 700 & Above Employee

• Rechercheur

  • 1982 - 1991