Henk Jager Email & Phone Number

Groningen, Nederland

* 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.

Heel Nederland

* 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

Amsterdam Area, Netherlands

• 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

Amsterdam Area, Netherlands

• 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

Amsterdam

• 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

• 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

Groningen Area, Netherlands

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.

Groningen Area, Netherlands

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.

Diemen Zuid

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.

Amsterdam

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

Groningen, Netherlands

• 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

Groningen

• Hypothekenleads genereren
• Helpdesk Castel Free Access

Digital Marketing Strategy & Social Media

Customer Experience Masterclass

Lean Black Belt

Professional Scrum Product Owner

Agile / Scrum Workshop

Woningfinanciering

Situationeel Coachen

Succesvol Coachen

Leidinggeven In Projecten

Gebaseerd op Prince 2

Master, Economics. Marketing

Dsi

Belegingsadvisering

Effectenbedrijf

Bachelor, Business/Managerial Economics