Dirk Seethaler Email & Phone Number

Den Haag, South Holland, Netherlands

Ervoor zorgen dat onze rd 800.000 Wmo klanten juist, tijdig en volledig beschikt en gefactureerd worden, op een voor onze klanten makkelijke, toegankelijke en heldere manier. In nauwe samenwerking met de zorgverleners en alle gemeenten in Nederland, onze stakeholders zoals het ministerie van VWS en hele fijne en gedreven collega’s bij het CAK.

Amsterdam, Noord-Holland, Nederland

Amsterdam Area, Netherlands

Chief Operations Officer

Zeist, The Netherlands

COO (a.I.) of Zoover and Weeronline, part of the German HolidayCheck / Burda Media Group and leading Dutch holiday & weather sites. 100 employees, 25 countries, 150m visitors p.a. Key Achievements: Driving sales and transforming the company with a Startup character towards operational excellence and clear governance. Reorganized & professionalized the organization, incl. Operations, HR, Finance (incl. Legal, IT, BI, Facilities).Within 6 months, and after a recent acquisition by Burda, turned around the top line result, which has reached 10% growth in Q2, Year on Year, despite a 20% decline of our traffic. Achieved this by implementing operational excellence, professionalizing the digital sales department incl. programmatic advertising sales.Achieved clear communication & governance structures: OKR (KPI) steering, company heartbeat with a clear communication and reporting rhythm. Realised clear financial structures and workflows in line with the requirements of our listed holding company.

Utrecht Area, Netherlands

MD of REMOBIS Refund Service B. V., leading European service provider for VAT & Excise Duty refunds. Part of the DKV Mobility Services Group. 120 employees, 30 different nationalities, offering rapid refunds and pre-financing to 12K B2B customers across Europe and Eurasia. Volume 250m EUR.Key Achievements:Turned the company around, achieved record results every quarter, overachieved budget in terms of cost controls, turnover and results (YOY EBITDA 2013 +27%; 2014 +15%; 2015 Q2 +18%). Quote from the Banking Consortium under the lead of Commerzbank during the annual shareholder review in January 2014: ’We have never seen a company improve so fast and so significantly within one year, across all KPIs’’: Created a highly motivated organization of 120 committed VAT experts from 25 European countries. Created a high performing and fun place to work at with excellent customer satisfaction and significantly improved employee commitment (from 6.0 to 7.8). Decreased End-to-End processing times by half and reduced bank loans for pre-financing from 120 million to 50 million EUR within 1,5 years. Implemented our vision, mission, core values, operational excellence, First Time Right, automizing our core processes, tight steering on quality, innovative performance & talent management, KPI steering, Forecasting & Planning, Knowledge Management. Developed the reseller business in Europe & Eurasia after the swiftly & successfully accomplished reorganization. Implemented & executed sales strategies and plans.

Utrecht

Enhancing the End-to-end (continuous) delivery of services and products to Ziggo’s customers, reporting into the VP Consumer Relations. 4 direct reports, 30 indirect reports, impacting 1500+ seats. After successfully running CS optimization & innovation programs as an external consultant for the last 3 years was offered to work for Ziggo directly and the chance to set up a new department as director.Key achievements: Increased customer satisfaction from 45% to 80% with regards to Ziggo’s Fulfillment, Assurance and Billing End-to-End processes. Cut call ratio’s by 50%. Introduced End-to-End chain management throughout Ziggo, continually improving customer satisfaction by streamlining processes, enhancing efficiency, quality and cooperation between Ziggo’s various departments such as Marketing & Sales, Logistics, Services, IT and Networks. Created a new and highly motivated team, a low sick rate (1,4%) and excellent results.  Responsible for change management for new products with respect to all customer facing processes & procedures and User Acceptance Testing.

Utrecht Area, Netherlands

During the Ferment Management period: contracted by Ziggo as an external consultant from Ferment Management, afterwards directly employed by Ziggo. Driving various improvement programs for the CS department, reporting into the VP Consumer Relations. 12 direct reports. Significantly improved the performance of the overall CS organization (1,500 seats).Key achievements: Designed the vision, innovation and improvement roadmap for CS. Re-organized the front office and implemented a way of working that improved agent First Time Fix by 25%, Net Promoter Score by 40% and reduced Average Handling Times by 20%. Introduced innovative agent desk top tooling & reporting, Work Force Management, improved IVR and Online Self Service features. Drove several programs contributing to the merger of Casema, Multikabel and @Home into Ziggo and at the same time drove innovation of the CS operations and technical departments.

Nieuwegein, The Netherlands

Various interim management and program managing roles within the customer service industry for a broad range of companies of various sizes (200-2500 seats).Reporting into the Managing Partner of Ferment Management. Key Achievements: see above under Stream, ING & Ziggo. Smaller projects included Post.nl, Hoya Lenses, Waternet. Achieved excellent satisfaction scores across all accounts.

Amsterdam Area, Netherlands

During the Ferment Management period: Interim Manager for ING’s contact center for mortgages. 10 direct reports, 200 indirect reports. Target (new sales & retention) 400M Euro mortgage volume p.a. Reporting into the head of the ING “telephone bank”. Over-achieved mortgages sales goals (by 10%) as well as service related targets.

Amsterdam, Uk, India, France, Germany, Poland

During the Ferment Management period: Off shoring Stream’s Contact Center business for HP. HP - in an alliance with BT - was Stream’s biggest client at that time in EMEA and this program was Stream’s largest change process. Reporting to the CEO EMEA, dotted line to Stream’s CEO in the U.S. 10 direct reports, impacting 2,000 seats. Key achievements: Maintained quality of service, while reducing overall cost by 40%, within 12 months. Transitioned HP/BT’s CS from Germany to Poland, France to Tunis and from the UK to India. Set up a call center in Poland (400 seats) from scratch: facilities, processes, people, technical.  Implemented the newly acquired German HP business partly into Poland, partly into Berlin.

Hilversum, The Netherlands; Various European Countries

End-responsible for & driving Active 24’s Internet Hosting business in 12 European countries plus the U.S. Key achievements: Transformed Active24 business, realizing positive EBITDA (35% above budget) and cash flow.  Merged the business of hosting companies Carambole (Sweden) and Ladot (NL) into Active24.  Achieved a 3,5M Euro cost reduction within one year: Centralized local European business units and phased out local subsidiaries. Centralized finance & support. Professionalized Customer Services and improved service levels with a 40% reduced but highly motivated team.

London, United Kingdom & The Hague, The Netherlands

Contributed to starting up Amazon’s auctions & retail CS division in The Hague and London: recruiting (250FTE), training, process designs, leading & managing teams. Achieved best team results in European competitions with regards to efficiency and quality of service. Started up as agent in Auctions/Z-shops, quickly afterwards trainer, recruiting and managing German and UK Retail teams.

New York City, Ny & Hamburg, Germany

Account Manager Tax Division• Developed company structures and merger & acquisition plans with respect to European and U.S. tax and commercial law, reducing the overall global tax burden for our clients.• Responsible for the services rendered to executives abroad, including stock option plans.• Consulting German corporations participating in U.S. companies in questions related to transfer pricing, treaty shopping, national tax regulations and US GAAP. • Rendered advice during major mergers such as Daimler/Chrysler and E-Plus with respect to German tax implications.

Managing a team of six tax and audit assistants.Responsible for rendering financial advice to a portfolio of national and multinational corporations: tax planning, restructurings, mergers & acquisitions, company succession planning, assisting at tax audits performed by the German tax authorities, filing appeals against the tax authorities.

Dortmund, Germany

Audalis is one of the Top 3 regional auditing and tax consulting firm. Contribution: • Audited mid-sized German corporations (<30M Euro turnover) according to German GAAP.• Rendered financial advice and tax consulting to companies of various legal forms and sizes. • Managed and grown own client portfolio.

Hagen, Germany

Gained professional expertise as a Civil Service Trainee in all departments of the German Tax Authorities, e.g. audit and corporate tax department. In combination with HBO studies at the Fachhochschule fuer Finanzen, Schloss Nordkirchen. See below.

Master Of Business Administration (M.B.A.), Accounting And Finance, Tax Consultant "Steuerberater"

Activities and Societies: Degree in tax, civil, commercial law and business administration. Graded as one of Germany’s youngest Tax.

Master Of Business Administration (M.B.A.), Civil, Commercial & Tax Law, "Diplom-Finanzwirt"

Activities and Societies: Masters in tax, civil, commercial law and economics at the “Fachhochschule für Finanzen”, Schloss Nordkirchen.

High School, Abitur / A-Levels, 2,3 "Good +" (Equivalent To +/- 9 In The Netherlands))