Andrea Rijna Email & Phone Number

Amsterdam, Nh, Nl

Rotterdam, Zuid-Holland, Nederland

I work as a freelance:- Customer Success & Support trainer & coach for software companies (start-ups and scale-ups)- Trainer for soft skills, DISC & Intercultural communication, collaboration and leadership- Personal development trainer for training & consultancy agencies- Life coach, to help people navigate the every day challenges in life. Among other techniques, I work with Acceptance & Commitment Therapy, Transactional Analysis, Voice Dialogue and Systemic coaching

I provide Energy Experiences, in which participants activate all four happiness hormones. Check https://energy-up.nl/aanbod/energy-experience/ for more information!

The Saas Growth Collective is a collective of freelancers for interim services, consultancy, coaching, training and out of the box solutions.I focus on consultancy, training and coaching for Customer Succes & Support teams.

I developed and execute two training programs for De Vertrouwenspersoon:- The confidential adviser in a multicultural workplace- Intervening in transgressive behavior

Utrecht, Nederland

Improve Training Group offers more than 70 training programs and workshops under six labels:- Jobeducation.nl- Incompanytrainer.nl- Teambuildingtrainer.nl- Firmavitaliteit.nl- Workjoy.nl- Softskilltrainer.nlA selection of the topics I provide training on:- Intercultural communication & collaboration- Diversity & Inclusion- Connecting through communication- Connecting generations in the workplace- Working with Millennials / Generation Z-… Show more Improve Training Group offers more than 70 training programs and workshops under six labels:- Jobeducation.nl- Incompanytrainer.nl- Teambuildingtrainer.nl- Firmavitaliteit.nl- Workjoy.nl- Softskilltrainer.nlA selection of the topics I provide training on:- Intercultural communication & collaboration- Diversity & Inclusion- Connecting through communication- Connecting generations in the workplace- Working with Millennials / Generation Z- Giving & receiving feedback- Time management- Personal leadership- Conflict management Show less

Skillboosters is a specialist in the area of Customer Service Training. Next to commercial training assignments, they collaborate with municipalities and UWV. Skillboosters helps people with a distance to the labor market to find a job in Customer Service by enrolling them in an elaborate, two week training program.

Leiden, Zuid-Holland, Nederland

ChannelEngine's Customer Support team is the first line of contact for customers with product related questions or issues. When I joined the team, the main objectives were to improve customer experience, become more efficient and innovate. The team also became responsible for managing small accounts.Results that I’m most proud of:- Increased focus on personal development for team members- Strongly improved team atmosphere- Developing and implementing a training program for… Show more ChannelEngine's Customer Support team is the first line of contact for customers with product related questions or issues. When I joined the team, the main objectives were to improve customer experience, become more efficient and innovate. The team also became responsible for managing small accounts.Results that I’m most proud of:- Increased focus on personal development for team members- Strongly improved team atmosphere- Developing and implementing a training program for Customer Support- Implementing the Customer Satisfaction Score (CSAT) and reaching a steady 90% within 3 months- Decreasing first ticket response time from 3 business days to 4-8 business hours- Implementation of many new automated workflows, and a new phone system for improved agent & customer experience (Zendesk Talk)- Improved qualitative feedback from customers about Customer Support in the Net Promoter Score surveys Show less

Together with the Learning team, I created & implemented a company wide communication program: Communicate & Connect. The objective of this program is to improve communication & collaboration skills across the whole company.This program consists of four training courses:- A training about intercultural communication, collaboration and leadership (required for all new hires)- A commercial training for Sales & Partnerships, focused on value / impact based SaaS selling - A… Show more Together with the Learning team, I created & implemented a company wide communication program: Communicate & Connect. The objective of this program is to improve communication & collaboration skills across the whole company.This program consists of four training courses:- A training about intercultural communication, collaboration and leadership (required for all new hires)- A commercial training for Sales & Partnerships, focused on value / impact based SaaS selling - A commercial training for Delivery & Customer Success, focused on customer impact based relationship management- A training for Customer Support, focusing on the strategic value of excellent service, phone / ticket etiquette and communication techniques Show less

Leiden, Zuid-Holland, Nederland

With a single powerful integration, ChannelEngine.com connects your systems to international marketplaces and sales channels while optimizing sales, minimizing time, and maximizing profit and reach. It is purposely built for brands, distributors, and retailers.I worked as a Project Manager for both the HR & Operations team. When I first joined ChannelEngine, I started out with a Customer Experience focus.Customer Experience projects & tasks:- Organizing a company wide event… Show more With a single powerful integration, ChannelEngine.com connects your systems to international marketplaces and sales channels while optimizing sales, minimizing time, and maximizing profit and reach. It is purposely built for brands, distributors, and retailers.I worked as a Project Manager for both the HR & Operations team. When I first joined ChannelEngine, I started out with a Customer Experience focus.Customer Experience projects & tasks:- Organizing a company wide event focused on CX, and guiding several focus groups to concrete improvements & results in the months that followed- Driving a continuous customer centric mindset in the organization through education about customer experience, happiness and loyalty- Creating awareness about customer sentiment and make sure that feedback reaches the entire organization- Performing external and internal interviews about the experience of ChannelEngine's customers- Identifing how we can help all teams to deliver an excellent experienceHR & Operations projects:- Implementing and driving company wide adoption of ClickUp (project management tool)- Managing the implementation of Hubspot for customer facing teams- Leading our Happy & Healthy team and organizing online & offline events to promote health, fun & connection- Organizing our global company meet-up in Leiden Show less

Rotterdam, Zuid-Holland, Nederland

Co-founder & host of 'de Genotcast', a podcast about happiness in life.'De Genotcast: dé podcast voor gelukszoekers en levensgenieters'.

Rotterdam Area, Netherlands

In 2019, I set up a new marketing pillar at Sana Commerce: Customer Marketing. The aim of Customer Marketing is to increase engagement with customers in a scalable way, and to help them maximize their e-commerce results with the Sana software. Customer Marketing also focuses on creating a strong advocate group that helps Sana with achieving its objectives in all stages of the customer journey, from brand awareness to sales and customer retention. Key objectives:- Increase product… Show more In 2019, I set up a new marketing pillar at Sana Commerce: Customer Marketing. The aim of Customer Marketing is to increase engagement with customers in a scalable way, and to help them maximize their e-commerce results with the Sana software. Customer Marketing also focuses on creating a strong advocate group that helps Sana with achieving its objectives in all stages of the customer journey, from brand awareness to sales and customer retention. Key objectives:- Increase product adoption- Increase customer retention- Support up & cross sell- Nurture & expand the group of Sana advocatesResponsibilities:- Strategy - Increasing customer engagement- Campaign management- Content Creation (webinars, blogs, video's, e-mails etc.)- Organize customer events- Run advocate marketing plan- Manage customer community Show less

Rotterdam Area, Netherlands

Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. My responsibilities as a Customer Success Manager:- Help customers to maximize their e-commerce results through calls, Executive Business Reviews (strategic sessions), presentations, and by providing product tips- Improving Net Promoter Score- Up / cross selling (achieved annual target of 700k per… Show more Sana Commerce is an e-commerce platform designed to help manufacturers, distributors and wholesalers succeed by fostering lasting relationships with customers who depend on them. My responsibilities as a Customer Success Manager:- Help customers to maximize their e-commerce results through calls, Executive Business Reviews (strategic sessions), presentations, and by providing product tips- Improving Net Promoter Score- Up / cross selling (achieved annual target of 700k per year)- Initiate & execute internal Customer Centricity projects- Internal process improvement Show less

Rotterdam Area, Netherlands

Buro Rietveld is a marketing & communication agency specialized in internal communication, propositions and campaigns for industry, off-shore & fiberglass companies.My responsibilities:- Account management- Campaign management- Project management- Video marketing- Event managementAreas of extertise:- Internal communication- Employer branding- Safety communication- Consumer campaigns for fiberglass

Spijkenisse Area, Netherlands

My responsibilities:- Acquiring new customers and job vacancies- Advising customers on recruitment and HR regulations- Matching our talent pool with job vacancies- Managing a pool of fire guards for a selection of clients

Rotterdam Area, Netherlands

I worked on the business side of the production of Circcusstad Festival in Rotterdam. My responsibilities included the coordination of volunteers, acquisition, artist contracts and organizing a four day journalism congress (Unpack the Arts).I also assisted on the fundraising plan for an established dance collective from the Hague.

Rotterdam

Pepperminds is a marketing agency in the Netherlands, which focuses on recruiting subscribers for newspapers and charities. I worked as a door-to-door saleswoman and Team Captain for Terre des Hommes.

Rotterdam Area, Netherlands

The Rotterdam Charity Committee organized events for the less fortunate in Rotterdam. We hosted a dinner at a homeless shelter, fixed up and redecorated a Pameijer centre and organized a day out for single mothers and their children. I coordinated the projects, the committee and I was the contact person for the media.

The committee organized the anniversary week 'Goudkoorts' of Student Association R.S.V. Sanctus Laurentius. The week consisted of many social activiteit, of which three big sold-out parties. I was responsible for artists bookings, AV services, ticket sales and marketing.

Acceptance & Commitment Therapy (Act)

Coachingsopleiding

Master Of Arts (Ma), Arts Management

- Curriculum: Project management, Creative leadership, Research methodology, Cultural economics. - Project management: Onderzoek naar een.

Exchange Program, Multimedia Journalism

- Curriculum: Digital storytelling, Ethics in journalism, Media editing, Video journalism. - Output: Een documentaire over alcoholmisbruik.

Bachelor'S Degree, Algemene Cultuurwetenschappen

- Curriculum: Culturele economie, Mediastrategieën, Culturele sociologie, Kunst en educatie. - Bachelor thesis: Onderzoek naar de inhoud.

Vwo, Economie En Maatschappij

Activities and Societies: Debat team (Het Lagerhuis​ en het NK Parlementair Debatteren), toneel & musicals, schoolkrant