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.

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.
• 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.

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.

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.

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.

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.

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