Project Manager for the ~8 months during process renewing B2B contracts in the system essential for cash flow and timeliness of invoicing. Designing the project plan (Waterfall), executing the plan and monitoring the whole project. Essential is managing stakeholders throughout the value chain.Responsible for:- Employee satisfaction and happiness regarding their role in the team- Creating new insights in dashboarding and project tracking- Complex stakeholder management throughout the value chain, ranging from MT to operational teams- Monitoring the progress of the process, ranging from day-to-day level to overall project scope- Defining responsibilities for each value chain partner and monitoring this

Working freelance in various roles and industries. This includes:- Consulting- Interim-Management- Leadership development programs- Coach- Wilderniss guide- Sports commentator

Commentator for the Olympics and the IFSC Climbing Competition

Commentator for the Climbing Championships, yearly

Organising outdoor wilderness travels for groups as well as leadership development (B2B) in collaboration with Arri Pauw (www.arripauw.com).

Summary:- Responsible for 22 - 29 FTE, two different teams and focuses- Day-to-day management combined with long-term projects- Realised a successful outsourcing project of the customer service- Launched a chatbotThe Servicedesk team (25 FTEs) functions as the Customer Contact Center (KCC). They handle customer inquiries and address customer complaints with the assistance of their team leader. My role for this team was:- Creating an environment where employees are happy about their work and our motivated to go the extra step if necessary for both customers and colleagues- To focus on customer satisfaction (NPS)- To develop and manage the long-term workforce planning based on seasonality and continuous development of employees- To enhance the quality of the work by continuous feedback, developing trainings and quality monitoring- The team consisted of between 12 and 22 FTE (depending on seasonality) and was handling about 400-1500 calls per day and The Planning team (6 FTEs) ensures efficient scheduling of customer appointments. Hereby focusing on the routing, skills, priority of the problem and all whilst keeping in constant communication with the engineers. My role for this team was:- Creating an environment where employees are happy about their work and our motivated to go the extra step if necessary for both customers and colleagues- Focusing on the quality of the team in day-to-day activities- Creating and monitoring the long-term planning of preventive maintenanceAfter 7 months, my successor started. From there onwards, my first focus was enabling a smooth transition and helping him get up to speed as fast and best as possible.Secondly, we separated the run and change of the business. I primarily focused on outsourcing a team to Suriname and launching a chatbot and chat service. Besides that, I worked on enhancing the efficiency and profitability of the department through various ways.

I joined the team of Process Experts and Customer Intelligence. I coördinated and redesigned the largest contracting process of >100.000 connections with multiple stakeholders in a complex value chain for two years (~8 FTE), was involved in several (IT) proces developments for the customer contact department and worked in and with a complex field of stakeholders.