Albert Bouwmeester Email & Phone Number

Utrecht, Nederland

Amsterdam, North Holland, Netherlands

Amsterdam Area, Netherlands

Zaandam, North Holland, Netherlands

2021: Service Delivery Manager Global Unified Communications2020: full-time part of Ahold-Delhaize's Unified Communications program as tracklead for the Support & Operating model, initiating and coordinating the global transition of support for the legacy Video Meeting Facilities (Cisco/Poly) to Microsoft Teams Rooms.

The Hague Area, Netherlands

Service Delivery Manager for T-Mobile's largest and most strategic B2B accounts (Dutch National Police a.o.)✰ SLA management and (monthly) presentation of contractual SLA performance to customers✰ Initiate, coordinate and complete improvement plans/projects when required✰ Customer escalation point of contact for all service/network related issues✰ Key part in various in- and external (implementation) projects✰ Advisory role for internal organization (support groups / process management)Besides the customer accounts I was part of many non-customer related projects like;✰ Implementation and improvement of a new cloud telephony/unified communication solution✰ Nationwide network coverage improvement✰ Restructuring support organizationI left T-Mobile because I was approached for the Videobutler role and it was the new challenge I was looking for.

The World

✈ Around the world trip via Malaysia, Singapore, French Polynesia, New Zealand, South Korea, California and Costa Rica.

London, United Kingdom

Syniverse is a private equity owned, global company that provides technology and business services for the telecommunications industry. In my role as Manager Customer Service I was responsible for two support teams in London (20 FTE), one in Buenos Aires (4 FTE) and a Technical Account Management team working from various European locations (6 FTE). Besides HR management, responsibilities, tasks and achievements included;✰ Making sure teams would meet and exceed KPI's and customer SLA's✰ Maintain and improve EMEA customer satisfaction ✰ Deal with major customer escalations and present get-well plans to senior management✰ Face to face customer meetings/visits and customer engagement✰ Increase efficiency of support groups to be able to support more products from London✰ Continuously review and improve customer support strategy✰ Integrate employees and processes as result of the merger with acquired company MACH

Groningen, Netherlands

SNS Bank is a Dutch retail bank offering financial products to both companies and individuals. In my role as Team Manager I was responsible for two teams; a 'General Banking' team and a 'Case Management' team (16 FTE in total)Besides all HR Management activities my tasks, responsibilities and achievements included;✰ Help 12 new employees to a perfect start within the General Banking team✰ Increase efficiency and visibility of Case Management Team ✰ Increase customer satisfaction by quality monitoring and development of agents✰ Workforce Management / regular Trafficer shifts to meet the daily Service LevelsI left SNS for an adventure in London

South America

✈Travelled with a backpack through Ecuador, Peru, Bolivia, Argentina and Brazil.

Groningen, Netherlands

KPN is a Dutch landline and mobile telecommunications company. I started as Team Lead of the 'Internetplusbellen' VoIP department and after a year I moved to 'Glasvezel' (Fiber), a new department that had yet to be structured and grow. At KPN my tasks, responsibilities and achievements included;✰ Active part in setting up the new Glasvezel department✰ Develop and structure processes in collaboration with Process Managers.✰ Recruitment of new Glasvezel agents. We grew from 20 to 100 FTE within a couple of months.✰ Manage a team of trainers (4 FTE) and coaches (16 FTE) who were dealing with training and development of starters before they would be promoted to Operations.After five years KPN I decided it was time to find a new challenge in a different company. Before that new step I wanted to travel and went on a five month trip through South America