Keith Byrne Email & Phone Number

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.

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.

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.

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.

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.

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.

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.

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.

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