Customer service manager with +20 years' global experience in EMEA, LATAM, and APAC, overseeing teams handling +1000 monthly fault reports. I combine strategic oversight with hands-on technical expertise to ensure exceptional service delivery and product excellence on a global scale.Career highlights:- Conducted quality checks to address recurring issues, ensuring adherence to SLAs and KPIs.- Oversaw rework projects, conducted testing of hardware and software, and delivered comprehensive feedback to the Quality team.- Led on-site repairs and maintenance at Fitness Clubs when necessary, ensuring minimal downtime and exceptional customer satisfaction.- Conducted data analysis and remote system diagnostics to identify and address software issues.- Leveraged in-depth knowledge of AT&T Telephone and Data systems to support engineers in optimizing configurations for up to 2M connections.
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Technical CoordinatorHaus Europe B.V.Barendrecht, Zh, Nl
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AccountmanagerRedwood Fulfilment Oct 2024 - PresentHeinenoord, Zuid-Holland, NederlandGetting to know the company, all it's disciplines and employee's. -
Customer Service Manager Latam, Emea And ApacBowflex Inc. Oct 2021 - Oct 2024Rotterdam, Zuid-Holland, Nederland- Lead and oversee an international team responsible for addressing over 1000 fault reports monthly.- Develop team objectives, assign tasks, set deadlines, and promote open communication. Organize holidays and conduct performance reviews.- Collaborate closely with internal stakeholders, including Sales, Operations, and Engineering, to ensure seamless cross-functional operations and alignment with business goals.- Conduct quality checks to address recurring issues, ensuring adherence to SLAs and KPIs.- Manage escalations to maintain service excellence and ensure high levels of satisfaction among B2B and B2C clients.*Highlight:- Oversaw rework projects, conducted testing of hardware and software, and delivered comprehensive feedback to the Quality team. -
Customer Service LeadBowflex Inc. May 2018 - Oct 2021Rotterdam En Omgeving, Nederland- Administered the resolution of customer fault reports from B2B clients, ensuring prompt and effective technical support.- Provided expert analysis and parts solutions to facilitate issue resolution and maintain high service quality.- Collaborated with engineering teams to develop and implement quality control measures and continuous improvement initiatives.*Highlight:- Led on-site repairs and maintenance at Fitness Clubs when necessary, ensuring minimal downtime and exceptional customer satisfaction.
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Customer Service LeadTrimble Transport & Logistics May 2015 - Apr 2018- Conducted data analysis and remote system diagnostics to identify and address software issues.- Oversaw the scheduling and coordination of technical support teams, optimizing resource allocation for swift problem resolution.- Provided expert technical assistance to support technicians with complex issues, maintaining high service quality.- Supervised the final testing and approval of new installations, ensuring adherence to quality standards. -
First Level Support OfficerTrimble Transport & Logistics Aug 2007 - Apr 2015Sliedrecht- Managed the intake and logging of customer fault reports related to vehicle GPS systems, ensuring comprehensive documentation.- Performed remote troubleshooting to resolve software issues, minimizing client downtime.- Coordinated with technicians to arrange timely repairs and maintenance, ensuring efficient service delivery.- Conducted final inspections and quality checks on new installations, validating technician work to uphold service excellence.
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Customer Service CoordinatorLife Fitness Benelux Jul 2001 - Jul 2007Barendrecht- Managed and logged incoming customer calls, ensuring accurate documentation and resolution of issues.- Analyzed customer-reported problems, determined necessary parts, and coordinated their shipment totechnicians.- Scheduled technician visits, balancing workload and optimizing service delivery times.- Handled technician feedback and follow-ups, ensuring thorough problem resolution and customer satisfaction before closing calls. -
Technical Support EngineeringAt&T Aug 1995 - Jun 2001Leidschendam / Huizen- Leveraged in-depth knowledge of AT&T Telephone and Data systems to support engineers in optimizing configurations for up to 2M connections.- Assisted engineers in integrating analog, data, and fiber optic connections into existing infrastructure, ensuring efficient and seamless upgrades.- Provided expert technical guidance to overcome challenges in system compatibility and capacity, enhancing overall network performance.- Conducted quality assessments and implemented best practices to maintain high standards in network reliability and customer satisfaction.
Frequently Asked Questions about Jaap Kramer
What company does Jaap Kramer work for?
Jaap Kramer works for Haus Europe B.v.
What is Jaap Kramer's role at the current company?
Jaap Kramer's current role is Technical Coordinator.
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Jaap Kramer
Urk4accenture.com, gmail.com, gmail.com, ah.nl -
1damennaval.com -
1cedin.nl -
Jaap Kramer
Eigenaar Klompenmakerij Traas Bv. Voorz. St. Behoud Machinaal Klompen Maken In Nederland. Stichting "De Klompenkapper"Heinkenszand1klompen.com
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