Jan Willems Email & Phone Number

Roden, Dr, Nl

Assen, Drenthe, Netherlands

Verantwoordelijk voor het aansturen van de afdeling Backoffice, die zowel de interne afdelingen als de particuliere en zakelijke klanten ondersteunt. Het beantwoorden van vragen, eventuele acties uitzetten en hiervan de voortgang bewaken en bijsturen waar nodig.Verantwoordelijk voor het registreren van meldingen en het maken en interpreteren van bijbehorende rapportages.Administratieve registratie van artikelen en het aanleveren van offertes en content aan klanten.Het bevorderen van de samenwerking met Sales, Marketing, Logistiek en Inkoop.Optimaliseren van werkprocessen en realiseren van kostenbesparingen.

Almere, Flevoland, Netherlands

- Verantwoordelijk voor de dagelijkse aansturing van de afdelingen customer support en planning.- Verantwoordelijk voor het relatiebeheer van key accounts.- Vanuit customer support beslissingsbevoegd voor de uitrol van software updates van geleverde klantproducten. - Actief betrokken bij de ontwikkeling en implementatie van een nieuw klantenportaal.- Overige verantwoordelijkheden: opstellen en afsluiten van samenwerkingscontracten met business partners, optimaliseren van werkprocessen en realiseren van kostenbesparingen.

Daily management of the Customer Support team for the UK, Ireland, South Africa and Nordic regions. The team provides technical support to fleet management customers and partners.TQM (Total Quality Management) reviews of the provided service and support including updating the process to include the evaluation of call interactions with customers and business partners. Feedback and coaching of agents on areas of improvement.Responsible for achieving Phone, Email and First Time Resolution KPIs and service level agreements as well as HRM processes.Reducing churn by process improvement, work efficiency and working closely with the regional Sales teams.Departmental representation at international meetings and business partner events.

Lelystad, The Netherlands

Escalation point for critical issues reported by Call Centers and technical Helpdesk teams in the EMEA, India and Asia regions. Support quality process owner for global technical support and customer interactions, leading the Quality Assurance team. Employee training needs analysis, coaching and development within a model of blended learning and knowledge assessment.

Lelystad, The Netherlands

Daily management of the second line support team and HRM processes including performance 1-2-1’s and conducting interviews. Responsible for achieving internal KPIs and client SLAs. Departmental representation in various projects and training of agents working from the India, South Africa and US offices. Change management responsibility in departmental restructures and transitioning all of Level 1 support out of the EME and NAM regions to Asia. Successfully trained a new Center of Excellence team in Malaysia.

Woerden, The Netherlands

Day-to-day management of the team, accountable for the provided support, the successful delivery of events and the resolution rates of reported issues.Responsibility within various projects to expand and optimise the network of business partners.

Enschede

Customer satisfaction survey for a client in the catering industry.

Brynmawr, Wales, U.K.

Research into the possibilities for international sales of the company’s synthetic products.

Sales

Activities and Societies: NIMA Sales.

Human Resource Management (Course)

Certificate achieved.

Project Management, Foundation & Practitioner.

Certificate achieved with APMG, certificate number 03963508-01-7X47.

Strategic Employee Selection And Assessment (Course)

Certificate achieved.

Masterclass Module Project Management

Certificate achieved.

Heao European Business Studies

Meao Commerciele Economie