Keith Byrne Email & Phone Number

Maastricht, Li, Nl

Maastricht, Limburg, Netherlands

Netherlands

Steering a team of software developers to support delivery of Network as a Service

Heerlen, Limburg, Netherlands

As Senior Consultant at Precedence B.V., I was asked to step into the PICA department at the Dutch South East Regional Health Service (PICA = Process, IT, Communications, Automation) for 6 months, taking over 19 projects including supplier management, operational excellence and new innovations in children's and adolescent healthcare. I really enjoyed this role as the projects were many, varied and challenging, the learning curve was extremely steep so also a challenge, but above all the satisfaction of giving back to the community by supporting the healthcare workers and administrators was a fantastic experience after many years in the private sector. The people working for the GGD are wonderful humans, who really care that they make a difference in the lives of the citizens of the region. I loved this assignment.

Brussels Area, Belgium

Reporting to the Director Benelux, responsible for regional teams in Belgium and temporarily Luxembourg. 20-30FTE across 3 teams.Major achievements:- Relocation market Luxembourg: lead role in transfer of business activities from Luxembourg to Brussels- Fraud prevention: lead design, delivery and implementation of cross-departmental fraud prevention project mitigating million€ losses- Contract negotiation and conclusion: lead on supplier/partnership agreements with Shell for supply of fuel card and electric vehicle charging, Athlon Belgium on vehicle paperwork and collateral management, Legal Brokers BVBA for vehicle remarketing and auctioneering services- COVID-19: Coordination of cross-department response and implementation of COVID-19 measures including contract modification and remote working- Operational Excellence: Lead role in process harmonization and product compliance project to adapt IT-systems and processes to ensure efficient and consistence in process documentation and execution. Coordination of departments.- Rehousing Customer Services: relocated Customer Service team from former department to Operations organisation- Corporate Audit: delivered compliance measures to ensure successful completion of audit

Maastricht, Limburg Province, Netherlands

In this role I was responsible for the developing the global service offering for Customer Services to Mercedes-Benz customers through the international network of contact centers, monitoring and matching industry state-of-art to ensure superior quality of service to Mercedes-Benz B2C clients. I led a team of experts who pushed the organisation to the next level based on industry standards and internal performance analysis. To this end we adapted a use-case based analysis of customer journeys, designed reporting and IT solutions together with IT colleagues responsible for CRM, business intelligence and worked directly with the Board, senior HQ management and external thought leaders to design the Mercedes-Benz service experience. This was implemented through a large change program lasting several years at a cost of >€2mio, comprising multiple change projects and initiatives ranging across the entire value chaing, for example from direct operational process adaptation to training and coaching to employee empowerment to global policy changes in aftersales.Major achievements:- Established department: leading and building this department from scratch, as part of the international governance division within the Mercedes-Benz CAC was one of the highlights of my career.- Driving mindset: with the support of Futurelab GmbH we launched an internal mindset and reorientation campaign to realign the mindset from front line employee to Board to push greater engagement with the mission to deliver premium service.- Knowledge management: launched a new knowledge platform together with the responsible department following my completion of an in-depth legal and technical cloud risk assessment for Oracle Knowledge Advance.- Customer Centricity Program: aligned business strategies into an implementation roadmap which gained Board approval for a raft of change measures to drive performance and deliver superior service experiences.

Maastricht, Limburg Province, Netherlands

Lead in establishing this department following relocation of the tasks, responsibilities and scope from HQ to Customer Assistance Center. I led the team of experts with the responsibilty to align international performance across the Service24h markets globally, driving compliance with central standards, performance management through KPI/OPI setting and monitoring, roadside assistance service supplier managment in cooperation with ARC Europe group, and closing the loop to HQ strategic teams by condensing performance obstacles into targeted measures to drive excellence in service delivery and to spread best practice globally. In order to align mindset my team also organised an annual international congress for markets and suppliers to present developments and strategic planning in plenum sessions, breaking out into workshops to share knowledge and practice and to experience new designs in assistance vehicles.Major achievements:- Established department: inhousing the service from HQ, we built new processes, monitoring and steering methodologies to drive the international markets forward.- Audited international suppliers: driving contractual compliance, my team and I visited and reviewed the performance centers of the 3rd party suppliers, applying bonus/malus clauses and cooperating to improve transparency and efficiency.- Congress speaker: represented the company in leading role at international congress and at trade fairs.

Maastricht, Limburg Province, Netherlands

Following the decision to insource the international support services for vehicle diagnostics applications and bespoke hardware from IBM, I played a lead role in establishing this centralized department based at the Customer Assistance Center. I specifically led the support team responsible for all non-German speaking markets, steering a team speaking 8 languages and offering 24/6 support to all global Mercedes-Benz dealerships and repair partners. I played a key role in establishing the operational infrastructure, crafting the job descriptions, shift planning, communication guidelines and performance steering. Together with the technical manager we established an excellent level of performance and reputation for quality, such that the CAC was entrusted with further centralization of services and leading to the expansion of the department scope and staffing.Major achievements:- Set up and stabilized operations services: formalized and structured all infrastructure such as shift planning, job scheduling, performance appraisal, communication guidelines, correspondence templates across 8 languages.- Mindset and role model: drove teams on central vision of transparency and accountability for excellence in performance- Chinese support: implemented support for Chinese market which had not been previously offered in Chinese language- Expanded business scope: beginning with diagnostics support, our excellent performance led to further growth in business to include sales processes, support for additional aftersales platforms and became the template for future centralization of warranty services and parts logistics support.

Maastricht, Limburg Province, Netherlands

In this role I led the team responsible for customer support for the United Kingdom. I steered the team responsible for complaint and enquiry management with a view to excellence in service standards and driving customer satisfaction. I was liaison contact for Mercedes-Benz UK HQ with regard to escalation management and resolution decisions and also a key contact for the Mercedes-Benz dealership network including Dealer Principal and Aftersales Managers, along with the UK police force. I had oversight of operational processes, was responsible for performance management and process improvements and worked to increase empowerment and quality through coaching, training and guidance of the front-line staff.Major achievements:- Implemented department restructure: I developed and implemented a plan with the approval of the senior management to reestablish the department over a period of 3 years, including replacement and recruitment of staff, training and upskilling of workforce, redevelopment of working processes and practice and finally quality assurance through monitoring and coaching. The plan was successful and created a highly efficient, performing and motivated team that became the template for other departments.Major achievements:- implemented department rebuild: as detailed above, 3 year program to stabilize operations.- training program for automotive technical skills: together with the vehicle technical engineers we developed a skills training program to increase staff affinity for technical terminology, concepts and construction. I believe it is important to know your product, much more so if you are speaking to customers every day. This program was highly successful and also increased staff morale and motivation, together with empowerment.- implemented correspondence standards: implemented cross-team communication templates and standards for written correspondence to improve the professionalism of letters and emails exchanged with customers.

Maastricht, Limburg Province, Netherlands

In this role I led one of the teams of support agents responsible for assisting customers B2C and B2B who were immoblised due to a vehicle failure or accident. Tasks included performance management, shift planning, escalation management, reporting and analyses together with liaison tasks with RoI and UK HQs.Major achievements:- recognised future talent: performance in this first managerial role raised my profile to senior management as a promising talent for future leadership.

Maastricht, Limburg Province, Netherlands

My first career role with Mercedes-Benz was as a front-line customer support agent, managing customer queries and complaints concerning all aspects of the ownership/brand experience. This was multi-channel mainly dealing with telephone, letter, email. Due to excellent performance I was promoted firstly to Deputy Manager and eventually moved into Operational Management career paths.Major achievements:- Process improvement: I supported a project to improve the operational processes and through a series of workshops helped to introduce new ways of working and secured commitments from the UK HQ and dealership network.

Bachelor Of Arts - Ba, Applied Languages (Japanese, French)

Activities and Societies: Drama Society - Chairperson, Producer

Erasmus Study For Bachelor Degree Dublin City University, Japanese Language And Culture