beschikbaar?

TIP: soortgelijke CVs vinden

Director CS/ Callcenter

Work Experience

03/2002-12/2004 Independent consultant/ Interimmanager
Last three years I have been active via my own company as interimmanager and changemanager (boardroom and senior-management level) in following areas:: General Management, CRM, Supply Chain Management/e-Fullfillment and Services.
Next to this I have set-up with two partners a state-of-the-art Customer Contact Center (50 seats)
(clients ao. NS, UPC, Vodafone, Durion, Winterthur).
Major projects as Interimmanager.:
Vodafone: Manager Business Services a.i. (11 months)
(Data Services, Corporate Services, Distribution Services)
Assignment: heading the reorganisation of the Business Customer Service departments;
a. analysis and advise to Management Board with regards to Senior Management, operational targets, commercial direction and geographical location.
b. going from three sites to one (consolidation)
c. increasing efficiency ,
d. decrease total cost (incl. downsizing in fte)
e. turn departments into profitcenters instead of costcenters
f. interimmanagement of the department after dismissal Senior Management
g. recruitment new Senior Management
h. Budget- and revenue responsibility for above mentioned departments
i. accountmanagement Corporate Clients (ao. Shell, PWC, Pink, Essent, NUON, ING)
j. implement total Supply Chain Control process (from order to delivery and reverse logistics process (RMA and repair))
k. develop and implement reporting standards (crossborder internal and external).
l. develop and implement T&D-program for departments
Gillette (3 months)
• Consultancy, advise and implementation reorganisation Benelux Customer Services Department (technical infrastructure and outsourcepartner selection)
Modus Media International BV: Director e-Fullfillment a.i. (12 months)
Assignment: Department reorganisation with extended Supply Chain Management firm.
I was asked to review and redesign four non-profitable, non-integrated and (partly) non-performing departments, deliver strategic (hands-on) review and decide with management board on “make-or-buy” for front-end business unit.
The extended Supply Chain redesign under the assignment included pan-european control over productiondepartments like ordermanagement, kitting & assembly , packing, shipping, stockcontrol, RMA and repair-department (incl. diagnosis to outsource or scrap).
• General, operational and full P&L responsibility for MMI’s e-fullfillment entity (CallCenter, Financial Services, Order Management (incl. Operations), Business/Account Management)
• Full department reorganisation (change management)
• Clients: a.o. Macromedia, Sandisk, Navteq, Corel, Handspring, Iomega
• Branches: Apeldoorn (NL), Orleans (F), Dublin (Ire)

01/2000-02/2002 Transcom WorldWide BV: Managing Director/CCM
• General and Operational management of two third-party callcenters in the Netherlands ( Eindhoven / Groningen). Total span of control (2001) 450 fte.
• Statutory director (employer) for Dutch branches/centers
• Full P&L-responsibility (Revenue 2001 Euro 18 Mio, profit Euro 3 Mio)
• Start up of both centers (resp. 2000 and 2001)
• Lead Dutch management-team
• Identification and activation of New Business
• Price- , Service- en targetsetting
• Contractnegotiations and selection with third party outsourcers on behalf of clients (relating to stockmanagement, kitting & assembly, transport, reverse logistics (RMA))
• Clients industries: telecom (Tele2, MCI, Vodafone/Libertel), dotcom (bol.com, everyday.com), automotive (Mercedes, Volvo), banking, insurance.
• Interimmanagement for German (Rostock, Halle) and Italian (Milano, L’Aquila) centers (2001)


09/1995-12/1999 FedEx Logistics:
05/1999-12/1999 Senior Manager Customer Service
• Set up and integration of Customer Service and ordermanagement Departments FedEx Logistics en Caliber Logistics,
• Full processcontrol Ordermanagement (including Warehouse-, Operations- and Transportmgt)
• Peoplemanagement: 3 Customer Service and Operations Managers (100 fte), 1 projectmanager (5 fte)
• Budget- and resultresponsibility Ordermanagement Department.
• Branches: Eindhoven (NL), Paris (F)

07/1997-05/1999 Manager Customer Service/Contractmanager/Projectmanager
Responsible for Customer Service Center (callcenter, transport, inventory, reverse logistics performance measurement):
• accountmanagement: clientresponsibility (ao. HP, Lexmark, Xerox, Varian)
• process- and quality-assurance Customer Service, price-setting Order Management
• budget- and targetresponsible for customer service activities
• peoplemanagement: 40 fte: project-, inventory and transportspecialists, , customer service team, warehouseteam
• projectmanagement; set up of new ordermanagementsystems (MFG-Pro, Flash), re-engeneer unprofitable operationsdepartments in eindhoven and Paris (kitting & assembly, stockcontrol, pack/unpack, repairsdepartment (outsourced), RMA-department)

09/1995-07/1997 Customer Service Coordinator (incl. Management traineeship)

1987-1995 Parttime (as university student) employment in different Serviceorganisations in different roles (service rep, teamleader, projectmanager, accountmanager,operations manager)

Education

Education

1999 Postgraduate Logistic Management (Vervoersacademie Venlo) (Module 1+2)
1988-1995 Groningen University, International Law.
(European Economic Law, International Trade Relations and Trade unions)
1994 Thesis preparation Columbia University, New York (Parallel Imports within NAFTA)
1987-1988 Propedaeuse Business University Nijenrode.
1980-1987 Carolus Borromeus College (Athenaeum), Helmond.

Courses

2001 Situational Leadership II
1998 Management Applied Personnel Skills
1998 Behavioural Interviewing
1998 Coaching for Commitment
1998 Quality Principles and Actions
1997 Projectmanagement workshops
1997 Communications awareness training
1997 Quality Awareness Program
1996-1997 FedEx: Leadership Evaluation & Awareness Program

Skills

No-nonsense, hands-on, direct, driven, analytical, ambitious, enthousiastic, results-oriented, commercial driven, people manager, change manager, feet-on-the-street, walks-the-talk, empathic, pragmatic, helicopter-view

Languages

Dutch, English, German fluent
Italian, French fair

 beschikbaar?