Caroline Brouwer Email & Phone Number

Doetinchem, Gelderland, Nederland

Nederland

Winterswijk, Gelderland, Nederland

Missie van Oernatuur - Bewust Zijn in het bewustzijnOernatuur is ten diepste ontstaan vanuit het verlangen om mensen te begeleiden om weer volledig in verbinding te komen met zichzelf en de omgeving. Wij streven ernaar om mensen van kinds af aan te begeleiden in de zoektocht naar hun eigen natuur, hun ware zelf. Met behulp van authentieke methoden, geworteld in zowel traditie als vernieuwing, willen we mensen in contact brengen met hun intuïtie, raakbaarheid en persoonlijke kracht. We geloven in de kracht van diversiteit en eenheid en streven ernaar om door middel van educatie, workshops en waardevol samenzijn een brug te slaan tussen de magie van de natuur en de realiteit van het dagelijks leven.

Winterswijk, Gelderland, Nederland

Woningcorporatie met ongeveer 16.500 woningen die een thuis biedt aan ruim 30.000 mensen in de gemeenten Aalten, Oost Gelre, Winterswijk (& landelijk) en Enschede. Verantwoordelijk voor coachend leidinggeven aan een team van professionals die onze dienstverlening naar de klant verzorgt op het gebied van onderhoud, verhuur en leefbaarheid in de Achterhoek & Landelijk. Begeleiden en verder implementeren van het gebiedsgericht werken, waarin het team integraal verantwoordelijk is voor het werken aan adequate oplossingen voor de klant. Met als doelen;- Medewerkerstevredenheid en klanttevredenheid verhogen (maatwerkoplossingen)- Actief en zichtbaar zijn in de wijken- Continue verbeteren van de samenwerking. Onderhouden van contacten binnen het netwerk en stakeholders. Onderdeel van de tactische werkgroep van De Woonplaats, waarin gedacht wordt over vastgoedinvulling en complexstrategiën voor de Achterhoek & Landelijk.

Zeist

Responsible for a team of specialists who support customer contact, such as;Knowledge Management, Workforce management, Coaching and Training, Quality and Complaint coordination.

Zeist

Responsible for our partnership with SUSA; Flexible workforce of 30 students Teamleader for the supervisors (intraday management) and responsible for the set up and implementation of knowledge management

Utrecht En Omgeving, Nederland

Azië

I have travelled throughout south east asia with my family.

Utrecht Area, Netherlands

Creating, planning and organizing workshop- and networking events. Developing satisfaction questionnaires and analyzing the results to be able to continuously improve the quality of the events. Writing a monthly newsletter, this is send to the colleagues who have become redundant. Furthermore, I composed messages for the intranet to inform the rest of the company on our services and successful results. All the above with the needs of my colleagues as starting point, since it should all be beneficial to their specific journey to a new job. Besides the individual (career) coaching we, as outplacement department, absolutely wanted to offer the extra step. I am doing so with great pleasure.

Utrecht

Introduce and develop an effective and high performance culture among 30 team members based on the COPC (Customer Operations Performance Center) principles. Direct responsible for the level of quality for the contacts with customers by phone and by e-mail. With the ultimate goal of creating a superior customer satisfaction and an improvement in the NPS score. Leading change towards a call center environment by developing and introducing systems, such as; quality monitoring, recreating, hiring, training, knowledge management benchmarks. Direct responsible for managing and coaching 15 team members (13 FTE).Setting up a new structure of cooperation with the marketing department and the back-offices. Responsible for the integration of the Customer Service Department of SNS Fundcoach with SNS Retail Securities.

Groningen

Direct responsible for managing and coaching 15 team members (13 FTE). Enthuse and motivate. Frequent employee conversations about their performance and or appraisals. Influencing absenteeism and turnover. Governance: COPC principles. Direct responsible for the level of quality for the contacts with customers by phone and by e-mail. With the ultimate goal creating a higher level of customer satisfaction and an improvement in the NPS score.Participation in several project teams in which I could transfer my expertise, traffic IT and HRM. For instance setting up a traffic management structure for reviewing our department results to be able to see where we could further optimize. The intervention on interval level, developed by this, was needed in order to keep the response time as we set.

Groningen, Nederland

Supervision of our agency projects from A to Z. Supporting the Account Manager. Close cooperation with creation. Ensuring the requirements of the clients were met and their expectations exceeded.

Groningen, Nederland

During this period I was introduced and identified what it was like to work for a media and advertising agency, mastering how to effectively manage several clients. Head of a multidisciplinary project team and thus ultimately responsible for the project result: delivering within budget and on schedule. I was the voice of the client within the agency. Worked closely with the Account Director and CEO to produce and revise creative briefs. I was the sparring partner to designers and maintained a close cooperation with internal and external parties.

Groningen, Nederland

Developed forecasts (call and non-phone) at multiple levels for several NUON product lines. Analysed all data pertinent to creating the forecast including historical sales, promotions and intelligence received from Sales, Merchandising, or Finance.Reviews and makes adjustments to statistical forecasting model selections based upon fluctuations to history.Makes a planning which suits the forecast, based on the quality requirements. Traffic management for further optimalisation of the department results and thereby managing on interval level. Works on process improvement teamsActively involved in the implementation of COPC for the purposes of the COPC certification

Assen

Managing applications and alterations requests. Judging risks and determination of clauses/ exclusions. Handling of incoming and outgoing e-mail, correspondence, informing and advising colleagues at bank offices about our insurance products by phone.

Groningen, Nederland

Check on people on sick leave due to pregnancy for one of the dutch government agencies. Contacting the woman by phone, deciding whether to send a doctor or processing the call into Oracle and phonescript.

Bachelor, Business Administration

Certificate, Business Administration

Copc Contact Centre Excellence Hpmt, Hpmt Training (High Performance Management Training)

This training is a multiple-day experience that covers all the operational areas and processes in managing a high-performing contact.

5 Days

Coaching and development-oriented leadership

Education record

Education record

Nieuwetijdstherapeut, Nieuwetijdstherapie, Kindercoaching

Nieuwetijdstherapie en coaching voor de kinderen,(jong)volwassenen van deze tijd die leven in een wereld van hoge verwachtingen, snelle.

Mastertherapeut Holografische Reïncarnatie & Regressietherapie

In reïncarnatie- en regressietherapie staat traumaverwerking door middel van inzicht en het integreren van die ervaringen in het hier en.