Chantal Overbeeke Email & Phone Number

Amsterdam, North Holland, Netherlands

- Giving feedback to generative artificial intelligence models to improve quality of responses.

Platform for freelance teachers, teaching Dutch to students from different countries.- Taught private classes to students of different ages and ability (beginner to advanced).- Built a client base of more than 20 students within two weeks.

Kuala Lumpur

Internship at a leading Asian FinTech company, specialising in embedded finance.- Worked in a Scrum team on a project for AEON Credit Service, developing a web tool and mobile application for calculating customers' eligibility for a loan or credit card. - Used JIRA to create tasks and set requirements for developers, translating client demands into smaller, actionable steps.- Created and executed test plans for alpha testing to validate that product achieved the desired outcomes and was ready to commence user acceptance test.

Multinational organisation providing customer relationship management outsourcing services.- Responsible for management and monitoring of up to 5 customer contact centre teams simultaneously.- Used Verint Workforce Management and Optimisation to ensure optimal staffing for forecasted demand.- Identified trends in deviations from forecast by studying historical data from Verint and Microsoft Power BI, giving feedback to capacity manager to improve forecast accuracy.- Used different software (Verint, Power BI, Excel, Freshdesk, Salesforce) to analyse and report team KPIs, including service level, average handling and wait time, and the number of missed calls, to either the client manager or to the client directly.- Ensured team KPIs were met with efficient allocation of call centre agents' working hours, thus adhering to client demands while ensuring maximum profitability.- Dealt with issues impacting KPIs, such as technical malfunctions. Minimized negative impact and loss of productive working hours by finding temporary solutions and assigning agents to different tasks.- Oversaw and mentored new hires and judged their readiness for new tasks.

- Assisted consumers with questions and complaints over the phone, via email, live chat, and social media.- Responsible for quality checks on colleagues' emails, ensuring they met requirements (e.g. provides accurate information, uses an appropriate tone of voice, and is written in the client's desired format).- Was the designated Consumer Services representative in strategic meetings with Unilever regarding the relaunch of several products from The Vegetarian Butcher.- Coordinated team activities during different promotions of Unilever brands, such as sending out digital prizes to 2500 winners of a raffle.

Aided B2B customers over the phone and via email for Makro, a large wholesale company in The Netherlands.

Provided support during digital exams, ensured everything ran smoothly and solved technical issues.

Assisted university lecturers with course design, implementation, and evaluation using ICT tools, such as Brightspace (the digital learning environment).

Workgroup teacher for the two-month course Methods of Research and Intervention.- Taught three different classes of 30 first-year students the basics of performing scientific research.- Taught research-related concepts (e.g. validity, reliability), and how to design empirical research projects (e.g. problem structuring, conceptualisation and operationalisation, research strategies, data collection).

Rotterdam

Msc, Marketing

Master, Marketing

One semester extension of degree at Sungkyunkwan University, South-Korea.

International Business

Semester abroad at National Taiwan University in 3rd year of my Bachelor's.

Bachelor'S Degree, International Business Administration

Honours Programme. Interdisciplinary

Participated in the Honours programme for first-year students. Together with students from other faculties I explored different scientific.

High School