In this role I'm responsible for implementing and facilitating change, providing continuous improvement to internal processes, removing recurring disruptions and ensuring maximum scalability of the different teams.I've led cross-functional teams in numerous projects to ensure seamless integration of tools and processes post-acquisition, fostering collaboration across departments and with team.blueAdapted to an evolving role, managing accounts receivable, supplier relations, managing automation, customer billing and security operations to fill essential organisational needs, ensuring Hypernode's agility and alignment with parent company goalsSkilled in stakeholder communication, consistently ensuring alignment on project goals and expectations across technical and non-technical teams.Currently leading initiatives to future-proof Hypernode’s billing and financial processes through automation and optimisation.

September 2018 onwards I took on overall management of the Operations team, which is responsible for Customer Support, 2nd line Technical Support, Customer Onboarding, Finance, Incident Management as well as Abuse, Security & Compliance. An immensely varied and hectic but rewarding position.

December 2017 onwards I took up an additional role to assist the organization in attaining ISO 27001 certification. I stopped fulfilling this role later when I received overall responsibility of Compliance at Hypernode.

Management of a 2nd Line Technical Support team within the Operations department. This team is responsible for in-depth technical troubleshooting for a board range of topics in the eCommerce hosting area.

• Management of 10 full time Second Line Technical Support Agents and 5 part-time Second Line Assists across 3 sites (Amsterdam, India, Poland)• Responsible for selection, hiring and training of new Second Line agents.• Ensure workload is managed so that agreed service levels are achieved, managing several escalation points (internal escalations, tickets, chats, forum).• Acting as a main point of contact between global 2nd line support teams and the rest of the business globally, regularly coordinating with service management teams to ensure proper prioritization of tickets.• Continuously reviewing processes and increase efficiency & quality of our support.• Regularly proposing, creating and presenting business proposals for resources & better processes to improve teams quality of service• Completely overhauled our internal support database with an improved overview of all outstanding tickets, allowing 300 customer support agents globally a better overview of currently open bugs and issues.• Helped introduce an open source communication tool developed by the team internally, currently expanded to all 1st line support teams locally and being expanded to our outsourced sites, allowing improved global communication.• Introduced several new processes aimed at improving profile and presence of the 2nd line support team• Set up a migration response team to oversee a large migration and update of our internal databases.• Implemented a team support page where all information is gathered, scheduling is maintained, projects are documented and where guidelines can be found (using Confluence from Atlassian).

• Monitored contacts within Customer Care globally and spotted trends so that issues are identified• Identified and reported hundreds of issues with TomTom products and services, creating and managing tickets to report these to the rest of the business.• Built relationships with product group owners and ensured correct delivery of information regarding issues and feedback.• Updated and created a large amount of support FAQ’s containing information, troubleshooting tips and background information on the products we support.• Coordinated introduction of an internal support forum and support database.• Written several training and coaching sessions completely from scratch, delivering these to colleagues globally which were consistently met with good feedback.• Completely overhauled the scheduling within the team to optimize scheduling and availability.• Involved in many different projects to improve the Customer Care department which required collaboration between different departments (Online team, training, product lifecycle team, developers, etc.).

• Provided end user and retail support for devices to consumers and retailers, offering assistance on a wide range of technical issues relating to use of the products• Presales advice and troubleshooting• Procedural assistance for after sales logistics• Provided regular feedback to the business from customers• Investigated and resolved complaints ensuring a fair outcome for the customer.• Trained many new hires as an academy leader and optimized several internal processes within the team.

• Provided customer and retail support for a wide range of projects, such as:- Troskompas & TV Krant- Elle, Sante, Red - Quote- Denksport - NLK Foundation : - An emergency used to report accidents on drilling platforms• Communicated extensive feedback from customers to project owners• Provided training to employees to introduce them to customer care projects