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manager

Work Experience

2003 - 2004 Canon Europa N.V. , Manager Helpdesk & Web support

• Responsible for closing 13 European decentralised helpdesks and setting up one outsourced and centralised helpdesk solution (150 seats and 1,5 million calls a year). Also implemented support via the Internet in 7 languages.
• Projects were operational within 6 months, all SLA’s and KPI’s were met within 3 months.
• Budget responsibility of 15 million euro per year.
• Prince2 Project management

1997 – 2002 Sterling Commerce BV., an international provider of e-business solutions

2001 - 2002 Manager Customer Enabling Services EMEA (Europe, Middle-East and Africa) (75% travel)

Responsible for setting up 5 new departments within the Customer Support organisation:
• Order Entry for EMEA
• Software Distribution for EMEA
• Installations for EMEA
• Customer Level 1 support for EMEA
• E-Community Development; (11 e-business projects)

Managed 25 people in three different countries. Also responsible the implementation and standardisation of business processes and the related infrastructure. The position required a good working relationship with the HQ in the US. Spent 75% of my time abroad.

2000 Change Consultant for EMEA
• Responsible for setting up and managing the “Change team” for Europe.
• In addition consulted the Vice-Presidents and the CEO during the reorganisation
• At the kick off in Rhodos the “Change team” provided ‘change training’ for 450 employees.
• 90 % travel.


2000 SCI Strategy team

Selected together with a small team to brainstorm about the new strategy of the organisation and to present these ideas to the CEO. The discussions and the presentations led to a significant restructuring of the organisation on a world wide scale.

1998 – 1999 Manager Customer Support EMEA

Responsible for level 1 support for customers in Europe, Middle-East and Africa.
Managed a small team of multi-cultural, multi-lingual staff.

1997 Setting up the EMEA Services Centre.

Key role in the set up of a customer support desk which provided level 1 support for customers in Europe, Middle-East and Africa. The training took place in Columbus (Ohio), Toronto, Milano and Düsseldorf. Selected office space and installed all systems related to customer support. Also hired and trained customer service representatives and implemented all the helpdesk procedures.

1993 – 1996 Gran Dorado Leisure NV.

1995 – 1996 Trainer

At first responsible for providing training to all employees on a new management information system. Added responsibility: training of all new hires on product and system knowledge.

1993 - 1994 Started as member of the reservations team; then became a shift leader for the department .

Education

2003 Krauthammer management training
1999 Management training: Interview skills and appraisals
Solution selling training, Düsseldorf
1998 Management Institute, Washington DC.
1997 Sterling Commerce training 8 months, (Columbus, Ohio, Toronto, Italy, Düsseldorf)
1996 Training & Education, Hogeschool Holland in Diemen
1995 Thesis entitled: “Electronic mail within the European Commission”
1994- 1995 Traineeship European Commission in Brussels, Directorate-General XIII (8 months)
1992-1994 Communication science at the University of Amsterdam
Main subjects: - Information studies
- Information Management
1990 – 1991 Courses at Richmond College in London:
- Proficiency English, Cambridge University
- Business Studies: Marketing, Accounts, Information Technology
1989 – 1990 Communication science at the Catholic University in Nijmegen
1988 – 1989 Freshman course Sociology at the Catholic University Nijmegen
1988 Atheneum-A (High school) English, German and French

Skills

An international oriented customer support manager with excellent communication skills. An entrepreneur with a strategic. Significant experience gained in the facilitation of change management within organisations.

Main skills:
• Extended management experience including training and coaching of teams
• Good communication and conversation skills
• Experienced in analysing business processes and group dynamics

Main achievements
• Successful implementation of the Customer Service desk and support via the Internet for Canon (B2C)
• As a “Change Team – leader” responsible for a successful restructuring of the organisation
• Key role in the set up of international helpdesks for an ‘e-business provider’ (B2B)

Languages

Dutch, German, English, French

Other

• Efficient, motivated, result driven and analytic
• Travelled through Asia during the months of May 2002 – October 2002
• Employee of the Year 1998 and 2000, selected from 450 employees, incentive trips to Acapulco and Bahama’s

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