Anouk Van De Laar Email & Phone Number

Canada

Toronto, Ontario, Canada

- Functioning Head of Customer Experience, leading Onlia’s digital product vision and strategy. I oversee the end-to-end customer journey, ensuring strategic alignment across all customer-facing products and initiatives.- Led the development and launch of transformative Web, App and IT projects, achieving a Net Promotor Score of 57 and 4.7 Trustpilot rating, over 75% self-service for a complex product, and doubled customer service handle rates, significantly reducing operational costs.- Facilitate workshops, resource planning, and technical requirements gathering to drive program & project execution. Successfully launched 30+ projects, driving growth, operational efficiency, and customer satisfaction.- Manage the IT development roadmap & product backlog, and overseeing the planning, development and launch of new product experiences. Design A/B tests to test hypotheses about product features when required. - Deliver comprehensive reporting to the Chief Executive and Board level, providing critical updates on project progress, product performance and business impact.- Coordinate the transition of customer-facing operations post-acquisition, ensuring seamless integration and continuity of service for 25,000 customers.

Toronto, Ontario, Canada

- Drove substantial improvement in customer retention by leading initiatives to revamp business-critical processes like payments, resulting in an 11% decrease in policy cancellations and a $2M increase in annual revenue. - Implemented Generative AI to optimize customer-facing processes, achieving a 36% reduction in support inquiries, significantly decreasing average interaction time, and reducing FTE costs by 12%.- Developed a 360-degree view of the customer, incl. key performance metrics, user feedback and journey maps, driving data informed decision-making regarding product features.

Toronto En Omgeving, Canada

- Single-handedly launched Onlia’s Voice of the Customer program to identify emerging trends, customer pain points and needs, demonstrating initiative and proactive leadership.- Provided actionable insights to enhance product offerings and improve customer experience, fostering a customer-first mindset and culture of continuous improvement.- Strategically implemented AI-powered solutions to boost customer satisfaction and operational efficiency, laying the foundation for future innovations in customer engagement.- Elevated team performance through hands-on training and coaching of customer-facing staff, equipping them with the skills to deliver exceptional customer service.- Successfully implemented tools to streamline Customer Support operations, incl. CRM, VoiP, SLA reporting and complaint flows.- Initiated and cultivated a dynamic brand community on social media, building relationships with influencers and brand ambassadors to amplify brand presence ahead of our product launch in the Canadian market.

Eindhoven En Omgeving, Nederland

- Coordinated the daily operations of the inside sales team, including people management (5 FTE), strategic planning, reporting, and process optimization.- Developed a structured framework for managing the RFI process, significantly enhancing response efficiency and streamlining the workflow. - Led cross-functional teams to handle complex RFIs, driving high-quality submissions and improved turnaround times.

Eindhoven En Omgeving, Nederland

- Facilitated the sales process of our SaaS software platform and fostered customer loyalty. Within 6 months, I became responsible for supporting the CEO’s high-stakes sales activities, including securing major contracts with Fortune 500 companies and managing the global client base. - Performed contract negotiations, including legal review.

Helmond

- Involved in the process of care mediation with a strong personalized focus on the patient. - Utilized negotiation skills to secure healthcare funding from the Dutch Care Assessment Centre (CIZ).

Helmond

Helmond

Master Of Arts - Ma, Diversity Management

Graduated with honours

Master Of Arts - Ma, Communication And Information Sciences

Graduated with honours

Bachelor Of Arts - Ba, Communication And Information Sciences

Graduated with distinction