Robbe Hendrickx
Program Manager at Merchbar- Claim this Profile
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English Native or bilingual proficiency
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Dutch Native or bilingual proficiency
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French Limited working proficiency
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Japanese Limited working proficiency
Topline Score
Bio
Helen W.
When I joined Binance, Robbe came highly recommended to me by multiple colleagues as someone to watch who also had leadership potential. I quickly learned this was accurate advice. Robbe joined Binance as one of the first customer support reps in a time of complete chaos for most exchanges. Despite the overwhelming volume and lack of processes and direction, Robbe contributed and thrived. He regularly worked overtime with no expectations or demands, simply out of love for the industry and company. He spoke up regularly and created logical and often complex procedures which we adopted, becoming a SME and was shortly promoted to our first QA and Training Specialist. On top of this, he constantly sought out feedback and ways to improve and develop himself. Robbe ranks in the top percentile of the 200+ employees I've hired over the course of my career. You will not find someone as dedicated or hardworking as Robbe. He will crush any role he takes on and I would be thrilled to work with him again. Can't wait to see what Robbe achieves!
Helen W.
When I joined Binance, Robbe came highly recommended to me by multiple colleagues as someone to watch who also had leadership potential. I quickly learned this was accurate advice. Robbe joined Binance as one of the first customer support reps in a time of complete chaos for most exchanges. Despite the overwhelming volume and lack of processes and direction, Robbe contributed and thrived. He regularly worked overtime with no expectations or demands, simply out of love for the industry and company. He spoke up regularly and created logical and often complex procedures which we adopted, becoming a SME and was shortly promoted to our first QA and Training Specialist. On top of this, he constantly sought out feedback and ways to improve and develop himself. Robbe ranks in the top percentile of the 200+ employees I've hired over the course of my career. You will not find someone as dedicated or hardworking as Robbe. He will crush any role he takes on and I would be thrilled to work with him again. Can't wait to see what Robbe achieves!
Helen W.
When I joined Binance, Robbe came highly recommended to me by multiple colleagues as someone to watch who also had leadership potential. I quickly learned this was accurate advice. Robbe joined Binance as one of the first customer support reps in a time of complete chaos for most exchanges. Despite the overwhelming volume and lack of processes and direction, Robbe contributed and thrived. He regularly worked overtime with no expectations or demands, simply out of love for the industry and company. He spoke up regularly and created logical and often complex procedures which we adopted, becoming a SME and was shortly promoted to our first QA and Training Specialist. On top of this, he constantly sought out feedback and ways to improve and develop himself. Robbe ranks in the top percentile of the 200+ employees I've hired over the course of my career. You will not find someone as dedicated or hardworking as Robbe. He will crush any role he takes on and I would be thrilled to work with him again. Can't wait to see what Robbe achieves!
Helen W.
When I joined Binance, Robbe came highly recommended to me by multiple colleagues as someone to watch who also had leadership potential. I quickly learned this was accurate advice. Robbe joined Binance as one of the first customer support reps in a time of complete chaos for most exchanges. Despite the overwhelming volume and lack of processes and direction, Robbe contributed and thrived. He regularly worked overtime with no expectations or demands, simply out of love for the industry and company. He spoke up regularly and created logical and often complex procedures which we adopted, becoming a SME and was shortly promoted to our first QA and Training Specialist. On top of this, he constantly sought out feedback and ways to improve and develop himself. Robbe ranks in the top percentile of the 200+ employees I've hired over the course of my career. You will not find someone as dedicated or hardworking as Robbe. He will crush any role he takes on and I would be thrilled to work with him again. Can't wait to see what Robbe achieves!
Credentials
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Driver license
Japan
Experience
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Merchbar
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Program Manager
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Jul 2021 - Present
Direct end-to-end programs and processes for the Industry team, which owns third-party vendor relationships and platform management, to drive revenue.Designed, launched, and actively manage a seamless onboarding system for new suppliers to efficiently shepherd them through market fit, contract, technical connecting, and payments; increase supplier partnerships directly resulting in more monthly revenue YoY.Drive promotional and "daily deal" email efficacy and improvements through data analysis and cross-functional collaboration with Revenue, Merchandising, and Customer Support teams. Define and successfully deliver on monthly financial milestones.Guided major Zendesk overhaul, set up new parameters and triggers to provide accurate data for efficiency and productivity KPIs for Industry and Customer Support teams. Show less
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QA Lead
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Feb 2021 - Jul 2021
Promoted to Program Manager 06/2021: Hired as Quality Assurance Lead for the Customer Support team; established and iterated on a QA program that increased monthly CSAT score from 72% to 94% within the first month.
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Adept Group Inc.
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Japan
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Staffing and Recruiting
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1 - 100 Employee
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Talent Sourcing Specialist
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Mar 2019 - Feb 2021
Manage full-cycle recruitment: sourcing, scheduling, and screening potential clients and candidates and keeping detailed CRM updates. Facilitate the interview and hiring process between companies and candidates to ensure a smooth and positive experience Manage full-cycle recruitment: sourcing, scheduling, and screening potential clients and candidates and keeping detailed CRM updates. Facilitate the interview and hiring process between companies and candidates to ensure a smooth and positive experience
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Binance
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Software Development
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700 & Above Employee
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QA And Training Specialist CS
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Nov 2017 - Feb 2019
Member of the first Support cohort, which had no training or processes; communicated effectively with Shanghai team despite language/culture barriers to help establish critical processes. 400% higher volume of daily cases than team average, handled financially and technically complex and sensitive inquiries across multiple channels (Zendesk, Telegram, Twitter) Promoted to Support Team Lead 03/2018 - Ensured SLAs and KPIs were met during shift, assisted team with escalations, scheduled shifts for 247 support across 3 time zones. Assisted with development of the QA grading rubric and trained QA team through continuous calibration across locations. Promoted to QA & Training Lead 06/2018- Completed evaluations for Tokyo and Shanghai teams and prepared scorecards, resulting in a 57% increase in team average QA score (62% to 91%). Participated on high visibility special projects for Cybersecurity where highly confidential and sensitive cases were investigated and handled. Show less
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Savarin
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Oostende
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Cook
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Jun 2015 - May 2016
Worked seamlessly with 2 other chefs to serve multi-course meals to 90 covers per shift R&D new dishes for a la carte and course menu Inventory management for multiple different vendors Phone support for reservations and handing minor complaints Worked seamlessly with 2 other chefs to serve multi-course meals to 90 covers per shift R&D new dishes for a la carte and course menu Inventory management for multiple different vendors Phone support for reservations and handing minor complaints
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Education
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2013 - 2015
Hotelschool Hasselt
Hotel, Hospitality and business management, Management and Economics -
2016 - 2016
Sydney Sales Academy
Sales Cert course. -
2016 - 2017
THE TEFL ACADEMY - Leading EFL Teacher Trainer Provider
English teaching Cert. course
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