Sales Manager NL

• Apr 2023 - Present

Area Sales Manager

• Sep 2016 - Apr 2023

As a Lyreco Area Sales Manager I have the following objectives but not limited to: - Provide a great customer / employee experience - Lead and develop a team of account managers - Be the interface between the field and business strategy - Develop and maintain the profitability on the allocated sectors As a Lyreco Area Sales Manager I have the following objectives but not limited to: - Provide a great customer / employee experience - Lead and develop a team of account managers - Be the interface between the field and business strategy - Develop and maintain the profitability on the allocated sectors

Manager Google Partners Team

• Jul 2015 - Aug 2016

Main objective of my team (12+ business developers) is to help Google Partners agencies acquire new Google AdWords advertising clients and maximize the performance of their AdWords campaigns. The team is effectively an acquisition and campaign management support channel for agencies, which enables the agencies to grow their client base and revenue over time. Key components of our Agency Model: - Agency Segmentation - Fixed Portfolios - Structuring the day - Salesforce.com (SFDC) usage policy - Marketing Support

Interim Manager CS Sales Team

• Jan 2015 - Jun 2015

Summary: As Interim Manager I was responsible, alongside others, to give meaning to a new and optimized Service & Sales strategy within the contact center as a result of the merge between UPC and Ziggo. Responsibilities but not limited to: • The coaching and mentoring of my team • Provide support in optimizing and creating insightful performance reports used for development on individual, team and site level • Daily contribute to improve and align our services towards customers (B2B and end-users) • Perform monthly/quarterly business reviews and team meetings

Interim Client Team Manager

• Jul 2014 - Dec 2014

Summary: As Client Team Manager I was responsible for the results on personal, financial and contractual level. We provided a complete package of multi-channel services to one of the biggest players in the Dutch Mobile market. Furthermore I acted as sparring partner in the field of customer contact for my client. Their wishes had to be effortlessly translated within the internal organization whilst always finding the right balance between the interests of the client and our organization. The operational day to day business on the Dutch and offshore locations is in the hands of Delivery Managers and reported directly to me (total 7 FTE direct reports and 400 FTE indirect). Responsibilities but not limited to: • Offered high-quality integrated customer contact solutions and guarded a timely and correct implementation of the concluded agreements ensuring that all contractual obligations were met. • Achieve commercial and financial objectives and goals as well as the employee- and customer satisfaction • Provided necessary reporting and analysis on the account's business and activities • Constantly optimized our offered services and implemented new ideas that surpass customer expectations • Maintained and further extended the customers relationship

Channel Sales Operations Manager EMEA & Russia

• Feb 2011 - Jun 2014

Summary: As Channel Services Manager I led a group of 4 Program Managers, each handling the day-to-day operations of our existing customer programs developed for sales & service purposes of all the D2C & B2B mapping products. In parallel I managed all third party service providers, according to the SLA’s & SOW’s, performing customer- fulfilment- and distribution services. Responsibilities but not limited to: • Planned, developed and managed third party budgets • Provided necessary reporting and analysis on the key account's business and activities • Acted as the liaison between HERE key accounts and service providers • Interacted with HERE accounting for all invoicing, financials and credit mgmt. & reporting • Forecasted resource requirements at contact centre • Presented our services at potential clients during RFP process Achievements: • Contributed a large part in pulling together a complex back office and CRM system to support one of our major automotive customers in Europe and North America. With tremendous stamina and endurance, I helped putting together the building blocks for a successful implementation of this EUR 200 million program. Whilst dealing with multiple departments, issues and limited resources in my team we have been able to achieve on our commitments.

Head of Operations Customer Service

• Nov 2009 - Jan 2011

Summary: As Head of Operations I was responsible for a specific client. I led a group of 8 FTE Team Leaders and indirect 150 FTE Customer Service Representatives (CSR). In addition, I was responsible for the quality and financial performance of the service, in accordance with the SLA and the financial budgets. Responsibilities but not limited to:• Performed monthly/quarterly/yearly business reviews• See and use commercial opportunities on strategic and tactical level• Structuring of in- and external information and establishing working procedures• Managing productivity, proper performance, utilization and absenteeism as well as controlling / reducing staff turnover• Achieving all operational & quality KPI’s as stated in the SLA• Provide necessary reporting and analysis on the account's business and activities• P&L - Complete ownership of the account’s successes and failures

Service Delivery Manager Xbox EMEA

• Apr 2009 - Oct 2009

Summary: As Service Delivery Manager I was country ( Benelux ) responsible for our client Microsoft Xbox. The business entailed a mixture of customer- and technical service provided in 8 different languages executed, Tier 1 & 2, from our global infrastructure of Xbox sites. I acted as an interim (alongside my role as Account Manager) to support the EMEA-project called "Global Operational Excellence". Objective was to first standardize and align all EMEA Xbox sites with an aim to improve the EMEA regions operations and quality results to epic targets.Responsibilities but not limited to:• Performed monthly business reviews• Established alignment between Xbox sites • Structured in- and external information and established working procedures• Managed the daily performance of all program specific call centre staff :----> direct reports 6 FTE (2 team leaders and 4 quality coordinators / trainers) and indirect FTE 30 agents• Achieve all operational & quality KPI’s as stated in the SLA• Provided necessary reporting and analysis on the account's business and activitiesAchievements:• Within 3 months’ time we achieved our goal of full standardization and alignment across all EMEA Xbox sites. Creation and/or adjustment of operational procedures and training / product materials got implemented – followed by a complete makeover on each and every site creating the Xbox look and feel (posters, banners, flyers, interior change using brand colours, gadgets, t-shirts). As next steps we implemented daily/weekly team sessions creating high visibility of quality results and agent awareness – this combined with intensive and frequent side-by-side monitoring eventually led to EPIC customer satisfaction scores in my region. By the end of October we managed to increase the percentage of all participants that gave an NPS of 8 or higher from 30% to 80%.

Account Manager Customer Service

• Aug 2007 - Oct 2009

Summary: As Account Manager I was responsible for multiple clients from different branches (utilities, credit collection, entertainment and oil & gas). I led a group of 4 FTE Team Leaders and indirect 80 FTE Customer Service Representatives (CSR). Responsibilities but not limited to:• Performed monthly/quarterly/yearly business reviews• Achieve all operational & quality KPI’s as stated in the SLA• Provided necessary reporting and analysis on the account's business and activities• P&L - Complete ownership of the account’s successes and failures • Presented our services at potential clients during RFP process

Team Manager Customer Service

• Aug 2006 - Jul 2007

Summary: As Team Manager I was responsible for overseeing the daily performance of my team of CSR’s (25 FTE) for three different channels – phone, email and white mail. This included the analysis and review of the day-to-day operations [all KPIs including Quality], headcount management, team development, and customer satisfaction. Responsibilities but not limited to:• Coached, mentored, motivated and guided my team members• Achieve KPI’s as stated in SLA• Involvement in process development and improvement within our project• Deputy Head of Operations when absent

Team Manager Sales

• 2004 - 2006

Summary: As Team Manager I was responsible for overseeing the daily performance of my team of CSR’s (25 FTE) for all incoming calls. This included the analysis and review of the day-to-day operations [all KPIs including Quality], team development and sales (conversion & add-on rates). Also responsible for ensuring continuous training of employees based on the organizational and individual needs. Responsibilities but not limited to: • Coached, mentored, motivated and guided my team members • Achieve KPI’s as stated in SLA • Conducted job- and exit interviews, 6 months evaluation and year-end appraisal

Account Manager Sales

• 2002 - 2004

Responsibilities but not limited to: • Handled queries from clients received by e-mail / phone • Managed and extended relationship with clients • Cold calling/acquisition Responsibilities but not limited to: • Handled queries from clients received by e-mail / phone • Managed and extended relationship with clients • Cold calling/acquisition

Director / Owner

• 1999 - 2002

Summary: • Wholesale in fruit & vegetables, mainly asparagus • Import & Export within Europe • Several production lines in place for packaging or peeling asparagus • During high season 75-100 people employed Summary: • Wholesale in fruit & vegetables, mainly asparagus • Import & Export within Europe • Several production lines in place for packaging or peeling asparagus • During high season 75-100 people employed