Experience

Fyron

• Netherlands
• Manufacturing
• 1 - 100 Employee

• Interim Team Lead Sales Support

  • Sep 2023 - Present



SAT Interim Solutions

• Interim Team Lead

  • Oct 2022 - Present

  Freelance Team Lead - Customer service Freelance Team Lead - Customer service



Webhelp

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

• Interim Team Lead

  • Jan 2023 - Sep 2023

  Team Lead BMW Nederland klantenservice a.i. Team Lead BMW Nederland klantenservice a.i.



Gemeente Dordrecht

• Netherlands
• Government Administration
• 700 & Above Employee

• Team Coach

  • Mar 2023 - Jun 2023

  Team Coach Web&Telefonie Team Coach Web&Telefonie



Rituals

• Netherlands
• Personal Care Product Manufacturing
• 700 & Above Employee

• Team Lead Customer Service

  • Oct 2022 - Jan 2023



Leen Bakker

• Netherlands
• Retail
• 500 - 600 Employee

• Team Lead Customer Service

  • Dec 2020 - Sep 2022



Teamleiders.nu

• Netherlands
• Staffing and Recruiting
• 1 - 100 Employee

• Interim Team Lead

  • Feb 2020 - Nov 2020



Nestlé Nespresso SA

• Switzerland
• Food and Beverage Services
• 700 & Above Employee

• Team Lead CRC

  • Jan 2019 - Jan 2020

   Responsible for setting up a new Customer Service team for Nespresso in the Netherlands. Responsibility shift from Benelux to NL organization  Actively managing KPI’s and managing quality of support  Coaching Team members on quality and efficiency  Stimulating process improvement and skill development of individual employees  Responsible for setting up a new Customer Service team for Nespresso in the Netherlands. Responsibility shift from Benelux to NL organization  Actively managing KPI’s and managing quality of support  Coaching Team members on quality and efficiency  Stimulating process improvement and skill development of individual employees



Stefanini Brasil

• IT Services and IT Consulting
• 700 & Above Employee

• Team Lead

  • Aug 2018 - Dec 2018

   Responsible for On-site support teams Philip Morris Benelux at Bergen op Zoom and Antwerp (BE) factory and office locations  Actively managing the required capacity and deployment of employees  Responsible for On-site support teams Philip Morris Benelux at Bergen op Zoom and Antwerp (BE) factory and office locations  Actively managing the required capacity and deployment of employees



KPN

• Netherlands
• Telecommunications
• 700 & Above Employee

• Manager Back office Delivery Wholesale

  • Apr 2016 - Apr 2018

   Managing and coaching the Back office team (15-42 FTE)  Actively managing the required capacity and deployment of employees  Experience with upscaling and downscaling  Experience with various teams  Active focus on Key Performance Indicators (KPI’s)  Motivating and encouraging employees to develop their skills  Managing by individual attention and focus on responsibility and involvement at department and individual level  Managing and coaching the Back office team (15-42 FTE)  Actively managing the required capacity and deployment of employees  Experience with upscaling and downscaling  Experience with various teams  Active focus on Key Performance Indicators (KPI’s)  Motivating and encouraging employees to develop their skills  Managing by individual attention and focus on responsibility and involvement at department and individual level



Telfort

• Netherlands
• Telecommunications
• 700 & Above Employee

• Manager Second line

  • Apr 2015 - Apr 2016

   Responsible for technical second line customer service department (25 FTE) Active management of KPI’s and team results Managing in direct contact with external departments (outsource partner) Recruitment and selection of new employees Contact with internal and external parties Managing by individual attention and focus on responsibility and involvement at department and individual level

• Senior Specialist Internet / Assistant Team manager

  • Nov 2009 - Mar 2015

   Directing technical staff second line customer service (25 FTE) Assisting the Team Manager Supporting employees in their daily work on an operational and functional level Providing up-to-date information regarding processes and activities of second line employees Improve processes and working methods in consultation with internal and external departments Participate in projects and consult with internal and external parties

• Back office employee Technical Support

  • Nov 2008 - Nov 2009



Telfort

• Amsterdam

• Manager Second line (a.i)

  • Jun 2014 - Nov 2014

   Responsible for technical second line customer service department (25 FTE)  Active management of KPI’s and team results  Managing in direct contact with external departments (outsource partner)  Recruitment and selection of new employees  Contact with internal and external parties  Managing by individual attention and focus on responsibility and involvement at department and individual level  Responsible for technical second line customer service department (25 FTE)  Active management of KPI’s and team results  Managing in direct contact with external departments (outsource partner)  Recruitment and selection of new employees  Contact with internal and external parties  Managing by individual attention and focus on responsibility and involvement at department and individual level



Tiscali

• Italy
• Telecommunications
• 500 - 600 Employee

• Front office employee Technical Support

  • Feb 2007 - Nov 2008



t for telecom

• Telecommunications
• 1 - 100 Employee

• Sales employee at T for Telecom

  • Dec 2003 - Dec 2006