1. Strategische Planning en Beleid:Ontwikkelen en implementeren van de algehele klantenservice strategie. Het vernieuwen van systemen en processen, waaronder succesvolle AI integratie d.m.v. een self service Chatbot. Bepalen van beleid en procedures om de efficiëntie en effectiviteit van de klantenservice te waarborgen.2. Klanttevredenheid en Retentie:Analyseren van klanttevredenheidsdata CSAT/NPS en ontwikkelen van strategieën om klanttevredenheid en retentie te… Show more 1. Strategische Planning en Beleid:Ontwikkelen en implementeren van de algehele klantenservice strategie. Het vernieuwen van systemen en processen, waaronder succesvolle AI integratie d.m.v. een self service Chatbot. Bepalen van beleid en procedures om de efficiëntie en effectiviteit van de klantenservice te waarborgen.2. Klanttevredenheid en Retentie:Analyseren van klanttevredenheidsdata CSAT/NPS en ontwikkelen van strategieën om klanttevredenheid en retentie te verbeteren.3. Prestatiebeheer:Succesvol een dashboard geïntegreerd om de afgesproken KPI's bij te houden en aan te sturen. 4. Resource Planning:Het aantal benodigde FTE kunnen verminderen door een nieuwe werkverdeling en procesverbetering.5. Fungeren als de stem van de klant binnen de organisatie. Show less

Founder of the event organization with the focus on the electronic music and art landscape. Develop and implement event promotion and marketing strategies to drive ticket sales and attendance.Manage and oversee all aspects of accounting, including budgeting, financial reporting, and forecasting.Develop and maintain relationships with artists and their representatives, negotiating contracts and handling all aspects of artist management.Plan and execute events, ensuring the… Show more Founder of the event organization with the focus on the electronic music and art landscape. Develop and implement event promotion and marketing strategies to drive ticket sales and attendance.Manage and oversee all aspects of accounting, including budgeting, financial reporting, and forecasting.Develop and maintain relationships with artists and their representatives, negotiating contracts and handling all aspects of artist management.Plan and execute events, ensuring the highest level of quality and customer satisfaction. Show less

- Provide a helicopter view and ensure that the team meets and exceeds customer expectations in terms of service level agreements, quality and productivity.- Monitor and manage the team's performance against key metrics, including Customer Satisfaction NPS and CSAT scores, and develop and implement action plans to improve performance as needed.- Develop and coach team members to achieve their full potential, providing guidance and support to help them achieve their personal… Show more - Provide a helicopter view and ensure that the team meets and exceeds customer expectations in terms of service level agreements, quality and productivity.- Monitor and manage the team's performance against key metrics, including Customer Satisfaction NPS and CSAT scores, and develop and implement action plans to improve performance as needed.- Develop and coach team members to achieve their full potential, providing guidance and support to help them achieve their personal development goals.- Act as a Webcare specialist, continuously improving and monitoring the online service channels and interactions with customers. Show less

- Responsible for the overall chat and email operations within Conversation24; - Motivate and guide a team of 30 employees in 5 different languages;- Ensuring the quality of conversations to all clients;- Daily meeting with the Quality Team to improve performance;- Reporting incoming chat performances;- Keeping our service active at all times, 7 days a week from 07:00-23:00; - HR team management (vacancy's, leave, interviews and yearly evaluations)

- Motivating a group of 10 chat agents within the Managed Chat service team- Ensuring quality and performance to the Manager of the department- Training and Client Implementation- Responsible for the team schedule - Interviewing applications