David Van Pelt Email and Phone Number

Responsible for all over-threshold product claims from Europe and near MEA. Guides local representation and partners, loss adjusters and technical experts, quality assurance and production responsible departments to the optimal response in terms of cost, expedience, the law, and reputation safeguarding. Monitors legislative and regulatory trends. Applies and trains strategy for early de-escalation and preparedness. Provides technical and financial analysis and reporting.

[English below]Serviceprofessional die zich specialiseert in de optimalisering van serviceprocessen en klanttevredenheid, met internationale ervaring in automotive en consumentenelektronica.Sterk op het raakvlak van techniek, klanttevredenheid en commercie, en vertrouwd met alle aspecten van service: Service-coördinatie (o.m. servicecenters en monteurs, onderdelenbestellingen, service-informatie, garantieafwikkeling, RMA, financiële aspecten), proces- en systeemontwikkeling, analyse en rapportage, kostenbewaking, callcenteraansturing, escalaties (klanttevredenheid en incidence reporting) en compliance. Succesvol oplosser van escalaties en problemen met goede kennis van regelgeving. Sterk analist, met uitstekende computervaardigheden, onder meer met SAP BusinessObjects en Access, en Excel specialist.Gedreven en multi-disciplinair, effectief en correct communicerend door alle lagen en culturen. Meertalig (Nederlands, Engels, Duits, Frans).[English:] Experienced Service/Aftersales professional specialising in Service processes of manufacturers and importers. My working area is automotive and electronics service/aftersales and customer satisfaction, process improvement and development. I solve escalations with regard for regulations and customer satisfaction, and am strong in analysis and reporting. I have excellent computer skills (SAP BusinessObjects, Access, high-level Excel), and am multi-lingual (English, Dutch, German, French).

Verantwoordelijk voor de respons bij productdefecten in het Europese netwerk van Cadillac, Corvette en Hummer: strateeg voor de meest klantvriendelijke, kostenefficiënte en juridisch verantwoorde aanpak(Responsible for the European strategy for Cadillac, Corvette, and Hummer on product complaints, with regard to customer satisfaction, cost efficiency, and legal security)Warranty - Goodwill Strategy - Recall Management - De-escalation - Case-building - Legal Defence Coordination - Terms and Pre-Contractual Information - Compliance

Warranty cost control - analysis - audit - developed dynamic web based after sales policies and procedures manual (first in industry)