Désirée Van Der Laan Email & Phone Number

Switzerland

Zurich, Switzerland

Zürich, Switzerland

- Design & Deliver Sales Masterclasses for Managers and up. Topics: Relationships, Networking, Value based sales, difficult conversations, Sales cycle, understanding needs and challenges clients, communications skills, mindset, resilienz etc.- Coaching teams and individuals on Business Development and Sales conversations, helping overcome challenges, build resilience and maintaining a positive mindset.- Design and deliver training programs tailored to specific needs to sales teams and individuals. Creating training materials, presentations & exercises- Collaborate with various stakeholders, including Partners, Team Managers, HR teams, and subject matter experts, to identify training needs, gather input, and ensure alignment with organizational goals.- Training Administration: handle administrative tasks related to training, such as scheduling training sessions, managing training records, and tracking employee participation and progress.

Switzerland

- Customer relationship management - Recording of customer requirements regarding the modification of products and services- Presentation of new products and services- Complaint management- Planning of various marketing measures and events- Provide information about the quality of products and processes- Work out new market strategies- Analyse and show sales potential

Zürich

- Creating an environment where agents perform great sales without customer satisfaction suffering, by training and coaching our team members to create a growth mindset- Achieved 25% growth in 2020 by hitting sales targets and successfully managing the Salesteam- Managing and coaching a team of 11 sales coaches, within our partners in Switzerland and across Europe- Set individual sales targets with customer service teams- Plan and direct sales team training- Analyze date to identify sales opportunities- Oversee activity and performance of sales in customer service

Switzerland

- Coached and Trained a variety of managers and team leaders in Retail, Sunrise Store and Contact Center on leadership, sales and customer service skills, in Switzerland (DE-CH), Germany, Kosovo and Turkey to ensure company targets are being met.- Developed, designed and integrated leadership, sales and customer service trainings to ensure Company targets are being met (NPS, Sales). - Coordinate with retail store managers and contact center managers to ensure right actions are taking to influence, coach and train the front line.- Co-Developed a coaching academy portfolio (e-learning, face-to-face training & coaching and online training) including various learning and development programs.- Plan, design and deliver various leadership and competency trainings to managers focusing on communication, conflict management (towards employees and customers), role understanding, leadership, organisational, and sales skills including team-building workshops.- Develop and deliver detailed and structured reporting to visualise coaching impact on KPI`s.

Cham, Switzerland

- Managed a team of 3 Trainers - Developed and implemented the "Boost Training Academy" including an eLearning Platform. - Aligned and evaluated company processes in relation to training and coaching for all internal and external employees- Developed and delivered several team management-, soft skills- (sales, customer service, communication etc.) and product training.

- Planned, implemented and liaised effective roll-out of training programs for international sites going live (Philippines, Germany) - Co-designed call flow program and led european training and coaching rollout with team of 6 trainers and 350 agents - Delivered numerous trainings (>1.000 hrs) for new hires and customer service agents, improving KPI's measurably (NPS, handling time etc.)

- Designed, coordinated and delivered new hire training induction programs to 25+ managers, 20+ supervisors, 30 graduates and 300+ customer service representatives in 2009 resulting in a trainer satisfaction score of 92% and a promotion from Product Trainer to Senior Trainer.- Evaluated performance with internal key stakeholders and identified gaps; initiated, planned and executed a Customer Service Email Writing Module resulting in an increase of the customer satisfaction rate by 12% and the Net Promoter Score by 9 points

- Co-organized two recruitment fairs for external candidates resulting in an average of 150 interested candidates. Sourced websites, screened and assessed candidates resulting in 65+ effective appointments of which 35 positions were filled successfully.- Outperformed within the Dutch team as a Customer Service Agent with a handling time of 30% lower than average resulting in being awarded the only discretionary bonus in the department and a promotion to Product Trainer.

- Managed recruitment of staff resulting in 15 effective interviews of which 6 positions were filled successfully, all 6 candidates recruited are still working in this company.- Organised and coordinated all meetings and events (internal and external), including meeting and greeting clients and advisors.- Handled all correspondence, including taking meeting minutes, and managed all travel logistics.

- Supervised up to 10 recruitment staff on catering events for mainly conferences and weddings with up to 150 guests in the venue; The Argyle, Sydney, 6 months.- Presented and sold telephone contracts (door-to-door sales) for AT&T to current and potential clients ensuring targets of 5 new customers per day were made; Perth, 10 weeks.

Bachelor Of Applied Science - Basc, Eventsmanagement, Projectmanagement, Business Administration, Economics

Activities and Societies: Vice President, Society Geno(o)tschap d’n Straffe Hendrik, 2004-2005 NHTV Summer Course, Arizona State.

Diploma In Psychology, Humanistic Psychology, Diploma

Career Coaching

Personal And Business Coaching

Diploma In Trainingpractices

Human Resource Management

Diploma In Hotel, Catering And Hospitality Management

Traineeships: Catering Management Assistant, A matter of Taste, Amsterdam, 2000-2001 Housekeeping Supervisor, Park Hotel, Amsterdam.