Bpost:Development & Rollout of “Happy@CustomerCare”A tailormade, full-fledged, high impact change course aimed at developing 300+ contactcenter-agents and managers in practical soft skills and a customer-centric mindsetWinner of the Customer Contact Award 2019 in the category "People".Eneco:Development & Rollout of “KCMI - KlantContact Met Impact) Tailor made training courses towards Customer Care, B2C & B2B Sales teamsDevelopment of E-learning… Show more Bpost:Development & Rollout of “Happy@CustomerCare”A tailormade, full-fledged, high impact change course aimed at developing 300+ contactcenter-agents and managers in practical soft skills and a customer-centric mindsetWinner of the Customer Contact Award 2019 in the category "People".Eneco:Development & Rollout of “KCMI - KlantContact Met Impact) Tailor made training courses towards Customer Care, B2C & B2B Sales teamsDevelopment of E-learning coursesCoaching & support on the development of the internal Training & Knowledge team.Bringing all Training & Knowledge processes towards lvl4 maturity in the Interactions team. Pidpa:Setup of an effective Quality Monitoring process, including Teamleader developmentResearch & Consulting on AHT & FTR-optimization through more efficient call-handlingCallexcell:Methodical Sales Workshops towards the different outbound telesales teams & recruitment partners.Support on recruitmentColruyt Group:Tailor made training on successful customer service throughout the different Colruyt Group Brands.Carglass:Managing, Coaching & Supporting 20+ collaborators in a 24/7 environment at the Customer Contact Center. De Persgroep:Tailor made retention + up & cross sales training course within the subscription service-team.Mediahuis:Building & managing an outbound telesales contact center in the advertising industry from scratch. Involved in recruitment, training, coaching, daily management & process design.EDF Luminus:Rollout of a new commercial approach + ERP/CRM training in an integrated project. (Classroom training & modular E-learning course)Other companies where I’ve accomplished smaller training & coaching projects include:DPD / Sabam / Mazda / Goodyear / Europ Assistance / Wolters Kluwer / Fednot / BNP Paribas Fortis / Binck Bank Show less

> B2C commercial training to the retail sales force with one mission:Bringing out the very best in each and every one of them* Induction programs as well as project-based courses* Development of classroom and E-learning modules* Focus on successfully achieving predetermined learning objectives

> Training introductory courses to Belgian SME on successfully bringing their business online (www.zorgvoorjezaak.be)* Creation of the course* Project management on the 2nd tour* In partnership with Google Belgium

> Responsible for sales and business relations with the retail partners* On the road everyday contact with shopkeepers and managers all over Belgium in order to stimulate sales of the B2C portfolio* Planning of promotional events* Creation of incentive plans

> Training IT and soft skills at the Customer Operations department* Development of a training curriculum* Writing manuals & creating presentations* Assisting the project manager with the creation of processes> Achievement: retraining the whole department to new software, product portfolio and processes during one of the biggest network migrations ever conducted in Belgium