Liza Kersten Email & Phone Number

Zoetermeer, Zh, Nl

Rijswijk, Zuid-Holland, Nederland

Technical Product Owner for the domains " Service Assurance" and Orchestration & Provisioning"As TPO representing the Business Interests towards the teams. The Business formulates a requirement which is then refined untill it's "Build Ready". Managing the Product Backlog and communication between Business and the teams for all the requested items in the respective domains. Ensuring end-to-end functinality is being delivered and value is added.

Rijswijk, Zuid-Holland, Nederland

Process ArchitectFor Liberty Latin America; designing process- and technology (BSS-OSS) architecture for customer Migration from AT&T to LLA and sourcing to new Core IT stack (Salesforce, Matrixx, Aria, Nokia). Analysing the ~150 As-Is processes and changing those into a workable solution for the new IT Stack, optimising every process to suit migration and new customer intake.

Den Haag

Design and optimize Technology and (technologyrelated) B2B processes, governanceand workflows via BPM.Projects: Improved B2B Clean Salesorder processand intake; improved reporting andcreated Dashboard for Orderintake

Diemen

Design and optimize Business and Network processes and workflows via BPMN. Projects: Improved Decommissioning process for B2B customers; Network representative for the Customer Experience Referenceboard B2B; Transferred Preventive-Maintenance tasks to India.

Diemen

Managing Backoffice processes, including the financial responsibilities, reporting, and work as a liason for external contact centers in the Netherlands and India. In- and outsourcing/offshoring of multiple processes at once. Successes:3 Projects of outsourcing to India, 32 processes successful transferred, resulting in >1 Mln saving in the 1st year; Project Siebel User Interface improvement; 2 departments outsourced to external callcenter, including all processes; Improved Credit process; WSNP process improved by creating webforms.

Diemen

Managing a team of 9 complaints specialists (business and consumer, 2nd and 3th line) en 7 technical engineers. Making sure complaints are handled like a present, customers receive the best treatment we can provide, and taking each complaint like an opportunity to improve the organisation. Provide the technical engineers with all the equiment they need to solve (network)outages for consumers, in the best and most efficient way, making sure that also structural improvements based on origin of the outages are made.

Afhandeling van; directieklachten, Stichting Geschillencommissie cases, dagvaardingen, rechtsbijstand en individuele cases met kans op imagoschade. Daarnaast het opzetten van 'learning loops' met als doel de voorgekomen klachten permanent op te lossen.

Zoetemeer

Leading a team of 15~20 people for Tele2 Customer Care.

Onderzoek naar de invloed van Midden- en Oost Europeanen op de woon- en leefomgeving in Charlois.

Leiderdorp

Verantwoordelijk voor het rooster van 85 beveiligingsmedewerkers

Den Haag

Oefeningen voor 350 manschappen organiseren, kwaliteit waarborgen op gebied van crisisbeheersing en repressie, netwerk van ketenpartners onderhouden.