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Business Change manager

Work Experience

10/10/2011 – 10/1/2012
Company: PON Automotive
Job title: Change Manager
Job description:
• Business Change management

At PON Automotive I am responsible for implementing processes in order to increase the financial performance of Audi and Volkswagen dealers in The Netherlands.

1/5/2008 – 1/10/2011
Company: Rabobank
Job title: Change Manager
Job description:
• Project management
• Business Change management CRM

At Rabobank I was responsible for implementing a business change management project. Implementing CRM strategy and policy and optimizing customer processes. Reporting to local directors.





1/7/2007-1/4/2008
Company: BMW
Job title: Change manager
Job description:
• Change management and training

As an independent consultant for BMW I managed a change project implementing CRM (Siebel) and procedures in Belgium and The Netherlands. Stakeholder management and arranged end user training. Reported to strategic change manager.



1/11/2006-1/7/2007
Company: FIAT Auto Belgium
Job title: Operational Change manager CRM
Job description:
• Project management
• Change management and training

As an independent consultant for FAB I managed a change project implementing CRM strategy and procedures.


1/1/2005-1/11/2006
Company: FIAT Auto Netherlands
Job title: Operational Change manager CRM
Job description:
• Project management
• Business analysis CRM
• Change management and training

As an independent consultant for FAN I managed a change project implementing CRM strategy and procedures.


1/11/2003-1/1/2005
Company: Accenture
Job title: Project manager CRM
Job description:
• Project management change project FIAT Netherlands
• Select, lead and manage a team of trainers
• Monitor quality and ensure change programme meets objectives

As an independent consultant for Accenture I managed a change management project at FIAT Netherlands implementing new CRM strategy. Key role managing the delivery of change management programme ensuring requirements were successfully delivered. I was responsible for end-to-end management of programme to achieve programme objectives to tight deadlines and budgets. Planning resources and reporting efficiently within a complex matrix organisation.


1/06/1999-1/10/2003
Company: IRIS
Job title: Customer Service & Support Manager
Job description:

• Building professional customer service organisation
• Managing customer service department
• Budget control.



1/05/1998-1/06/1999
Company: Turnkiek
Job title: Consultant Helpdesk
Job description:
• Consultancy in support organisation projects (ITIL)
• Implementation Remedy servicedesk software.


1/02/1996-1/04/1998
Company: PriceWaterhouseCoopers Amsterdam
Job title: Lotus Notes consultant
Job description:
• Building Lotus Notes applications


01/06/1995-01/12/1995
Company: IBM Ireland
Job title: Team leader Customer service
Job description:
First line customer support IBM call centre Dublin
• Supervision employees helpdesk

Education

Qualifications:

1993: European Studies, University of Amsterdam (Masters degree)

2006\\2007 Post-academic course in Change management, University of Amsterdam (V.U.)

2008 Post-academic course in CRM, Beeckestein business school.

2011 course LEAN procesimprovement

BMW
• Siebel 7 end user training

Accenture
• FIAT CRM system training

IRIS:
• course E-commerce
• course Introduction in Financial Derivatives

Turnkiek:
• ITIL-essentials
• ITIL helpdesk
• PRINCE2 project methodology
• Remedy Admin

PriceWaterhouseCoopers:
• Lotus Notes application development (Certified Lotus Professional)

Skills

Experienced Business Change manager with strong knowledge of service processes and CRM systems. Strong networking and communication skills and ability to motivate people. International project experience and experience with LEAN.

Languages

Dutch, English, German

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