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Quality Director/Business Process Manager

Work Experience

April 2009 – present bvba
Owner (Six Sigma Black Belt, ISO 9001:2000 Lead Auditor)
bvba offers the following services
• Interim Quality Management
• Business Process Improvement Projects
• Merger Management
• Change Management

July 2008 – March 2009
quality management consultancy company
European Offices: Belgium, UK
Managing Director
Six Sigma Black Belt
ISO 9001:2000 Lead Auditor
Responsible for:
•Set-up company and develop services, general management
•Quality Management Consultancy (to prepare for accreditation ISO 9001:2008 and EURA Quality Seal)
•Consultancy in Business Process Improvement and Process Mapping
•Internal and external quality audits

November 2005 – July 2008
global relocation management company
European Offices: Belgium, UK, France and The Netherlands
Quality Director Europe
Six Sigma Black Belt
ISO 9001:2000 Lead Auditor
Responsible for:
•Re-accreditation ISO 9001:2000 current branches
•Implementation and auditing ISO 9001:2000 other branches
•Six Sigma Project Management
•Customer Relations Management
•Implementation Global Clients
•Database and File Management Systems

March 2004 – October 2005
leading relocation services company
Offices: Zaventem, Antwerp and Gent
Operations Manager Belgium
Responsible for:
•Account management and Customer Relations management
•Office management
•Project management
•Quality management
•People management: team coach of 20 consultants in different departments
•Suppliers management
•P&L Belgium Operations

Special Value added:
•try-out setting up new office in Ghent which resulted in a strategic satellite office
•on a strategic level project management of the ISO 9001:2000 quality accreditation, developing and implementing the continuous improvement actions resulting from these quality processes, full management of ISO project (develop and implementation) in Belgium

April 1998 – February 2004
relocation company
Offices: Zaventem, Antwerp and Ghent
Senior Relocation Consultant/Account Manager
Tasks:
•take full responsibility on move-in and departure files, assisting transferees in all steps of their international relocation process
•account management : set-up service agreements with local corporate accounts, remaining contact point with the local HR and Expatriate Managers

September 1997 - March 1998
BeLux head office global hotel group
Assistant to Project Manager BeLux
Assisting in:
•Project Management: new developments and renovations of the 45 hotels in Belgium and Luxemburg. From development, over budget to implementation and coordination with local Technical Managers;
•Organizing and coordination meetings with local Technical Managers for day-to-day maintenance of the hotels;
•Coordinate and organize yearly budgets for all 45 hotels with local Hotel Managers and communication to head office.

July 1995 - August 1997
Global hotel group
Benelux Head office Breda, the Netherlands
Assistant to Project Manager Benelux
Assistant to Key Account Director for the Netherlands
Assisting in:
•Project Management: new developments and renovations of the 15 hotels in The Netherlands, Belgium and Luxemburg. From development, over budget to implementation and coordination with local Technical Managers;
•Organizing and coordination meetings with local Technical Managers for day-to-day maintenance of the hotels;
•Coordinate and organize yearly maintenance budgets for the hotels with local Hotel Managers and communication to head office;
•Support to Key Account Director : following-up on sales calls, making and sending out sales offers;
•Coordination of National Key Accounts and communication to local sales departments;
•Coordinate and organize yearly sales budgets for the hotels with local Sales Managers and communication to head office.

September 1995 – February 1996
hotel in Antwerp, Belgium
Day/Night receptionist -Duty Manager

October 1993 – August 1995
hotel in Southampton, UK
Front Office Teamleader/Reservations Coordinator
Assisting in:
•Staff planning; Training new staff; Duty Management
•Customer service and problem-solving; Group Bookings

July 1992 – October 1993
hotel in Gent, Belgium
Front Office Receptionist

Education

Certified Lead Auditor ISO 9001:2008
Six Sigma Black Belt
Internal Auditor ISO 9001:2008 and EURA Quality Seal
Hotelmanagement

•Knowledge MS Windows environment: Outlook, Visio, MS Project, Flowcharter, Excel, Word, Powerpoint
•Knowledge BizAgi process modeling tool
•Experience with specific relocation applications & databases

Skills

lead auditor ISO 9001:2008
internal auditor ISO 9001:2008
business process modeling
process mapping
Six Sigma Black Belt
system analyst
system implementation

Languages

•DUTCH: mother tongue
•ENGLISH: fluent speaking, reading, writing
•FRENCH: fluent speaking, reading, writing
•GERMAN: moderate speaking and writing, fluent understanding

Other

•Project management: achieving the goals with planning & meeting deadline restrictions;
•Service minded: strong customer focus and empathy;
•Problem solving mentality & pro-active problem prevention;
•Quality thinking: continuous improvement;
•Leadership & People management: from selection over coaching and motivation to training and evaluation;
•Communicative;
•Result driven;
•Continuous learning mentality.

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