Jan Willem Plug Email & Phone Number

Maastricht, Limburg, Nederland

As Head of Global Business Standards and Training at the international Mercedes-Benz Customer Assistance Center in Maastricht I am responsible for the global Quality Management, Knowledge Management and Training in all Customer Care Centers of Mercedes-Benz. The Business Standards & Training department and the CAC as a whole set the international standards in many fields for the global Mercedes-Benz organization. Business Standards & Training shares and implements best practices globally to drive the luxury experience Mercedes-Benz offers its customers. My focus is on (1) the design and implementation of a cross-functional quality strategy and framework for the global operational business units, based on COPC (2) the international roll-out of a new Knowledge Management tool to assist customer service representatives and provide knowledge directly to customers through intelligent self-services using Salesforce functionalies, AI and other tooling (3) design a new training strategy for both the CAC as well as global stakeholders, counterparts and vendors, including the implementation of a new Learning Management System and enhancing the international Training Academy.

The Netherlands

Director of Learning and Development for Teleperformance Benelux and Suriname.I manage several teams responsible for operational development, management development and digital development consisting of about 50 colleagues across 3 countries and 8 locations.Through a specialised team of Digital Learning Specialists, I oversee large-scale modernisation and digitalisation of training material in our company to reduce training time and learning curves and make learning possible everywhere and anytime.Through my team of Training Managers I take care of all training and educational needs for about 25 accounts with up to a total of 17,000 colleagues.Through a team of Management Trainers and L&D Consultants I take care of training material and training needs of all people managers and supporting departments.

Maastricht, Maastricht

Manager of Learning and Development, Knowledge Management and Quality AssuranceManaging three teams of 30 people across 4 locations in the Netherlands (Maastricht, Nijmegen, Leeuwarden and Groningen). I am responsible for meeting all learning and development needs within VodafoneZiggo Customer Services Operation B2C & SoHo and for all quality assurance of customer contacts throughout 20 contact centers. I manage Quality Assurance Specialists and Team Leaders for Trainers, Training Specialists and Digital Learning Specialists. The QA Specialists in my team monitor the quality of all customer contacts (voice and non-voice) in 20 internal and external B2C and SoHo contact centers of VodafoneZiggo. My Training Teams provide all induction, skill and cross training to all customer services Advisors, both new and existing, and Leadership and Management training to Senior Advisors and Team Leaders in operational departments. Training Specialists and Digital Learning Specialists digitalise new and existing training material and offer state-of-the-art online training for all staff through a social learning platform.On 1 January 2017, Vodafone (mobile) and Ziggo (fixed) merged. In the past two years, I have had the responsibility to reorganize and merge the teams within the new company VodafoneZiggo that dealt with learning, development, knowledge management and quality assurance. The new organisational structure for both training and QA is now in place.

Amsterdam Area, Netherlands

Summary:Lead activities for structural long-term transformation of Customer Experience and Customer Management at Vodafone Netherlands with the goal to boost omni-channel customer experience, service (T-NPS) and increase First Time Fix in live care channels such as Retail, Customer Management (voice, social media, chat), Telesales and outsourced customer management centers.Key accountabilities: - Cooperate with all business units to realize the structural long-term transformation from omni-channel point of view- Manage operational readiness activities- Lead transformation of support capabilities end-to-end into process, procedures, instructions, manuals and training- Define roll out plans and milestones for support transformation.- Monitor and report on activities and provide relevant management information. Core competencies, knowledge and experience:• Program management/people management skills• Perseverance, politically sensitive and comfortable in dealing with senior management.• Outstanding analytical, writing, and communication skills.• Excellent interpersonal and self-motivation skills.• Ability to prioritize, be results-oriented, self-motivated and work under strict deadlines.

Key accountabilities: - Cooperate with all business units to realize the structural long-term transformation from omni-channel point of view- Manage operational readiness activities- Lead transformation of support capabilities end-to-end into process, procedures, instructions, manuals and training- Define roll out plans and milestones for support transformation.- Monitor and report on activities and provide relevant management information.

Maastricht Area, Netherlands

Responsible for:- Developing end to end multi-channel service strategy design for Customer Services Departments- Implementing of service design and new products and services for the consumer market - Project Management of multi-functional teams for the implementation of new products and services (Process Management, Systems, Learning & Development, Planning)- Managing requirement gathering, high level process design, detailed process design and business case - Acting as single point of contact for different Vodafone Business Units

Maastricht Area, Netherlands

Responsible for defining processes within Customer Management and for effectively managing these in order to achieve process KPI’s and other goals in the most efficient way given the agreed service proposition.Responsible for optimizing and maximizing the contribution of processes to the service proposition and the Vodafone standard. Enabling Customer Management to deliver excellent customer service with the most effective service channel mix. Enabling Customer Management Operations to maximize efficiency.Key accountabilities:1. Ownership of end-to-end and multi channel service processes (existing and new) including achieving process KPI’s within Customer Management2. Initiation, maintaining and optimizing the end-to-end and multi channel service processes within Customer Management3. Manage the implementation of process changes or new processes, including KPI’s, reporting, KPI employment in a managing to executing role for Customer Management4. Constantly assessing opportunities and tactical proposals for costs reduction with business case foundation5. Capture requirements and process architecture (including out of the box re-engineering) for new projects and service propositions

Vodafone Netherlands

PA to Operations Manager Telesales and Loyalty Services, responsible for supporting the outsourcing of Outbound and Inbound Telesales departments and all operational activities.

Professional legal and economic translating and interpreting for consumer and business markets.

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Atheneum, Atheneum

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Bachelor Of Science, Nederlands, Duits, Engels, Economie

English, German, Dutch, Economics