* Helping companies to be the most customer centric they can be* Helping companies set up CX data & insights* Improving customer journeys* Improving NPS / Customer satisfaction and reducing operational costs* Improving customer service (by advise and implementing new tooling)* Implementing online customer service channels and bots/RPA's* Helping companies to build a customer centric strategy

* Customer Experience projects: improving customer journeys* Agile scrum projects (scrum master and product owner): improving user experience* Lean Black belt projects: optimizing processes and eliminating waste* Managing customer contact implementation and improvement projects

• Managing improvement projects for ING Webcare • Developing the ING Community• Product owner of Lithium Social Web• Coosto / Radian6 / Lithium experience• Winning NCCA Award for ING Social Media Hub• Winning Social Media Monitor #7 for ING • Business process improvement manager for live chat• Optimizing results / kpi's for pro active chat

• Writing the channel strategy for the complaints department and e-mail channel• Managing innovation and business process improvement projects for the ING complaints department and e-mail channel• Product owner for ING Ambassador App• Process improvement manager of customer satisfaction surveys for the ING complaints department and ING customer contact center

• Determining, writing and executing the channel strategy for the outbound channel• The development and implementation of the outbound channel within the ING contact center• Determining the resources necessary for the outbound channel and realizing channel goals • Advising management on commercial activities • Outsourcing and insourcing outbound activities• Improving service processes and conducting research in this area, including innovations in sales• Advising Marketing and Product Management on the use of the outbound channel• Managing outbound marketing campaigns and optimizing profits• Building new CRM tooling for outbound campaigns

• Startup of a new department • Recruitment and coaching of employees • Optimizing business processes • Manager of 5 fte (direct) and 80 employees (indirect) • Realizing commercial targets • Ensuring the necessary knowledge and skills • Monitoring of the quality of the execution of the work• Contribute to the development and implementation of the (operational) policy of the customer contact center • Setting up management information

Organizing dance events in and around Groningen

Manager of 15 to 20 account managers of the departments E-Banking and Payments & Savings. Coaching of employees en realizing commercial targets. Also manager of the e-mail team: coaching on content, quality and efficiency.

Managing the online community for the nightlife of Groningen

Owner of a webshop that sells music downloads. Building and managing website, online marketing (SEO, Google Adwords), acquisition and sales.

Project Manager for the ING Bank and Postbank Business Division, Initiating, leading en participating in large and medium large projects in the context of developing telephone services.

Organize and manage information for the ING Bank Customer Contact Center, develope, organize and manage Intranet systems and knowledge base systems for the Telephone Account Managers

• Telefonisch beleggingsorders aannemen en doorzetten naar de effectenbeurs• Klanten adviseren op het gebied van beleggingsfondsen• Vragen en klachten beantwoorden over betalen, sparen, hypotheken en beleggen• Verkopen van bankproducten

• Hypothekenleads genereren• Helpdesk Castel Free Access