Gerard Wiggemans Email & Phone Number

Amsterdam, Nh, Nl

Netherlands

While transitioning to SaaS services, apply data driven improvements in combination with valuable human interaction to continuously improve the global customer support experience. Develop Business Intelligence, Automate/digitalize for efficiency and define valuable interactions to improve Csat and loyalty.

The Business Improvement team seeks for continuous improvement opportunities by driving digitalization, implement innovations (AI, Bots, Transcription), improve value touch, drive online adoption and most important, deliver an improved (end) customer experience. The VANAD Group is a combination of international innovative companies that operate in IT and the world of customer contact.

consolidated and adapted the APAC customer service to the EMEA standards. This to drive customer support into a more measurable and consistent performing operation while improving the efficiency. After the consolidation in 2018, cost was reduced with 30% where Csat went up 15%.

Amsterdam Area, Netherlands

This is a governance and operational management role, which is accountable for developing and executing a support strategy that ensures an outstanding and seamless B2B Support experience. The service desk was the first line for managed and unmanaged products. Teams trained to maximize “first time fix”, or liaising effectively with tier 2 and 3 Engineering groups to drive for resolution. Pro-active, (automated) communication and escalation with customers and Vendors were key steps to ensure a… Show more This is a governance and operational management role, which is accountable for developing and executing a support strategy that ensures an outstanding and seamless B2B Support experience. The service desk was the first line for managed and unmanaged products. Teams trained to maximize “first time fix”, or liaising effectively with tier 2 and 3 Engineering groups to drive for resolution. Pro-active, (automated) communication and escalation with customers and Vendors were key steps to ensure a high Csat (8+) and meet repair SLA’s. After outsourcing this to the BPO, I was, separate to managing the BPO, focusing on process improvements to drive online adoption, quicker liaison with engineering groups and ultimately improve the CX. To pass Verizon's lean six sigma green and blackbelt, I delivered a variety of projects that resulted in an increased online adoption, a significant cost reduction and a customer that experienced a more seamless service.Main responsibilities• Leading Customer supporting teams in several EMEA countries, and an outsource center in Czech Republic (80-120 FTE). Since early 2018, teams from the Philippines were added.• Consolidate EMEA and APAC Customer service organizations to create a lean, empowered and efficient customer service organization providing a consistent service, while exceeding customer expectations. Show less

Amsterdam Area, Netherlands

Responsibilities✪ Built a European Centre of Excellence where Customers are timely supported against an effective cost model.✪ Measure and drive Key performance Indicators regarding customer satisfaction, time to repair, network stability and service level conformity.Key Accomplishments▸ 2011; Initiated, developed and implemented a leaner and more agent empowered ticket/incident handling logistic. This is now the global standard.▸ Successful migration of… Show more Responsibilities✪ Built a European Centre of Excellence where Customers are timely supported against an effective cost model.✪ Measure and drive Key performance Indicators regarding customer satisfaction, time to repair, network stability and service level conformity.Key Accomplishments▸ 2011; Initiated, developed and implemented a leaner and more agent empowered ticket/incident handling logistic. This is now the global standard.▸ Successful migration of the Nordic Customer Service Desk in 2005, the German, Austria and Suisse desk in 2007 and the Italian desk in 2009, resulting in a strong reduction of cost per incident. More empowerment to the teams, fee for service (nonstandard), highly automated workflow, elimination of waste and a standardized international service model were the main contributors to this reduction. More important, a significant improved customer experience was achieved (+30%).▸ Started piloting outsourcing Show less

Responsibilities✪ Manage billing and administrative issues for NL customers. ✪ Managing teams in several EMEA countries, Singapore and an outsource center in Czech Republic (~80 FTE)✪ Measure and drive improved customer experience exceeding Key Performance Indicators regarding customer satisfaction (time to repair, escalations, keeping informed), service levels and online adoption.Key accomplishments▸ Consolidated BE/ES/PT workload into Amsterdam… Show more Responsibilities✪ Manage billing and administrative issues for NL customers. ✪ Managing teams in several EMEA countries, Singapore and an outsource center in Czech Republic (~80 FTE)✪ Measure and drive improved customer experience exceeding Key Performance Indicators regarding customer satisfaction (time to repair, escalations, keeping informed), service levels and online adoption.Key accomplishments▸ Consolidated BE/ES/PT workload into Amsterdam successfully late 2003.▸ Initiated and lead a 5 country wide improvement project resulting in significant reduction of aged debt due to chapter 11. With a temporary workforce this project was set up to clear 8000 customer queries, which resulted in an overachieved collection of 1.9 Million Euros of outstanding payments within 10 weeks. Show less

Responsibilities✪ Prepare the Customer Service and delivery organizations in EMEA for new Global product that were developed and introduced by the US at a high pace. ✪ Ensure all stakeholders are involved and onboard.Key accomplishments▸ Proven added value of the role resulting into expansion of the team causing myself to lead a team of 4 PM’s preparing the business for new product roll outs.▸ Set up a process bank where new processes and procedures were… Show more Responsibilities✪ Prepare the Customer Service and delivery organizations in EMEA for new Global product that were developed and introduced by the US at a high pace. ✪ Ensure all stakeholders are involved and onboard.Key accomplishments▸ Proven added value of the role resulting into expansion of the team causing myself to lead a team of 4 PM’s preparing the business for new product roll outs.▸ Set up a process bank where new processes and procedures were made available to any user. Show less

Responsibilities and key accomplishments✪ Cold aquisition and match unemployed people to vacant jobs. ✪ I was asked by Randstad to co-run a short and intense project at NL POST for the Christmas and NYE post handling. Hiring a temporary workforce of 1000 FTE for the peak post handling. ✪ Lead an in-house account called “Data Company”, a faciliatory Contact center. I was responsible for providing staff to support all ad-hoc and running campaigns.

Kampen, Netherlands

This company had a unique patented water treatment process through membrane technology for the food and beverage industry. Responsibilities and key accomplishments✪ After my practice period for school at ATM, I was asked to onboard and help ATM to find customers and pilot projects. Investigating, cold call acquisition, calculations and visit new prospects to discuss the possibilities concerning production and waste water solutions were my key duties. Key accounts became Aviko… Show more This company had a unique patented water treatment process through membrane technology for the food and beverage industry. Responsibilities and key accomplishments✪ After my practice period for school at ATM, I was asked to onboard and help ATM to find customers and pilot projects. Investigating, cold call acquisition, calculations and visit new prospects to discuss the possibilities concerning production and waste water solutions were my key duties. Key accounts became Aviko, Bavaria and Van der Valk. Show less

Black Belt, Eliminating Waste, Certified

Activities and Societies: Guide greenbelts for progress Certification based on theory and operational projects within the business driving.

Itil Expert, Information Technology Infrastructure Library, Itil Malc (Managing Across The Lyfecycle)

ITIL V3 + all 5 intermediates: Service Strategy, Design, Transition, Operations and CSI

Bachelor'S Degree, Business/Managerial Economics, Bachelor

Activities and Societies: Chairman of Student assosiation (1200 paying members) .

Prince 2 Practitioner, Pmp

Project management