Amsterdam based boutique customer service agency. Matching your CX with your company vision. Consultancy, outsourcing, audits with a team of 26 customer service specialists. Recent clients: Daily Paper, Patagonia, Veloretti, Arte Antwerp, Easywalker, Denham, Patagonia, Tony's Chocolonely, Filling Pieces, Urban Arrow, Mr Marvis, Pig & Hen, Phat Four, Merrachi, Polarsteps, Fest Amsterdam, Franky Amsterdam, Les Coyotes de Paris, Lease a Bike, Kees de Boekhouder, Bloomon, Crisp, Mojo concerts, Randstad, Schiphol, VanMoof, Maxima Kitchen Equipment and Bestseller.

Strategy development and execution of daily CS operations for all e-comm markets in Europe, focussing on translating CS input to ‘the voice of the customer’ throughout the organization. Furthermore, focussing on personal development and leadership within the team. Decreased average resolution time for email from 63 to 30 hours.

Established the international CS department. Responsible for strategy development and execution of consistent Customer Service throughout all touch points in the Netherlands, Belgium, Germany, the U.K. and Denmark. Directly managing the international Customer Service team, which consisted of 5 team managers, 40 CS agents and the webcare team.

Sales and support of bank products (insurances, checking/ saving accounts) to private and corporate clients. Furthermore assisted my manager with the coaching of employees for quality improvement.

Assisting in processes related to applications for corporate funding. In addition I wrote a manual for corporate international funding processes which subsequently was elected to use on all international Rabobank desks.