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Customer Service Manager

Customer Service Manager

Work Experience

Commercial Manager Operations - Belgium (Berchem)
Head of Operations – The Netherlands (Schiphol, Barendrecht, Eindhoven, Enter & inplants)
As member of the Management Team I was accountable for the commercial and operational performance of Belgium alongside HR elements. In The Netherlands I was responsible for Operations (about 127 persons / 100 FTE). I reported to the Managing Director. Some of my responisibilites / tasks:
• Workforce Management (planning)
• Standardization of work processes / Quality control / KPI's
• Coaching, training / development of staff
• Supplier Relations (daily business)
• ICT / Applications Support (daily business)
• Finance/ Administration / Budget responsibility for Corporate Travel and Business Planning
• Customer related marketing

General Manager Europe - Vilvoorde
I reported to the Group CEO and was a member of the Senior Management Team, responsible for all aspects of our European Office:
• Operations / Sales- & Account Management Europe
• HR: Localising global HR policies addressing differences in legislation, preparing all the necessary legal documents concerning Belgian legislation, payroll, recruitment and dismissal.
• Facility management office related, including the relocation of the Belgium office
• Negotiating with key suppliers, including Airlines, hotels, car hire companies, insurance and visa on both operational matters and commercial deals.
• Budget responsible together with Finance UK
• Developing a business plan for growth of European business. From market research for different European countries right through to implementation

Implementation manager swimmscore

Manager Training, coaching & Recruitment

Line Manager – The Netherlands
I was one of the two line Managers (80 FTE per manager). In this position I was member of the Management Team. Responsibilities / tasks:
• Workforce Management (planning)
• Writing and executing reorganization plan (after analyzing the offices)
• Advising role for use of systems (workforce management, CRM etc)
• Member of the Excellence Team: Think tank that determine policy and course for coming years, in close contact with EMEA (Europe, Middle East and Africa).

Education

After two decades of honing my management skills I took the leap to become an independent management consultant. Companies that retain my management services will benefit from my extensive know how in combination with an assertive approach to problem solving. Strongly result oriented, I am not partial to politics and distractions but aim to deliver on time and in full, always.

Skills

Entrepreneurial, commercial minded, creative and driven with a strong respectful human management style.

Languages

Dutch mother tongue
Englisch excellent
German very good
French moderate (improving skills by online courses)
Spanish moderate (improving skills by online courses)

Other

An experienced operational and commercial manager with a pragmatic approach and a focus on people and results, capable of leading and building teams. My goal orientated approach coupled with solid operational and commercial background has enabled me to consistently achieve results despite often working in challenging circumstances.

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