José Eerens Email & Phone Number

Sittard

Den Haag

Beek, Houten

Bangalore, India

I'm working for the company Mindtree on behalf of KPN Corporate Market. This started in July 2011 after the interaction with Steven van Schilfgaarde and then my interview with Erwin de Bont and Erik Wasbauer. I made all the preparations to make this possible.My first visit to Bangalore was in October 2011 to meet Mindtree's management.

•The government of contracts with outsourcing partners. (EDS/HP & Amdocs)•Monthly review of the agreed KPI’s.•Coaching the outsourcing process team and optimizing contractual KPI’s and processes.•(Re) connect the processes and implementation of new processes.•Implementation of new organizational directions•The translation of customer preferences to contract adjustments.

•Evaluation and optimizing existing processes of the several departments. •Implementation and guidance of the new processes with those departments. Marketing, Sales and Customer Management. (e.g. Communication process)•Coaching the team; Incident, Change, Problem, Escalation and Service Level Management. •Monitoring and managing incident working method by Vodafone employees. (e.g. Emergency room)

•Escalation Manager Incidents.o Coaching the technical support departmento Translate impact disturbances into budget dependencies for each department.o The adjustments and / or creation of processes to increase the customer’s appreciation.o Initiator and responsible for the weekly disturbance report.o Detect the grey areas within the organization and address these within the management team. •Business Continuity Plan o Awareness’ and ‘commitment’ by management.o ‘Live’ tests of the Business Continuity Plan; planning and organizing.

Vodafone Global: April 2000 till September 2003•Project leader GIST. Vodafone project (European level);•Project leader -End to End Roaming-. •Project for seasonally influences on the quality of our international traffic•Channel attention towards the Roaming Quality. Making it possible to improve the customer appreciation abroad.• Create the Carrier Service Review Meetings (SRM: meeting between operator and supplier).

Education record

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Education record

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