Consultancy project history:• Customer contact strategy.• CRM strategy and implementations.• Customer service operating model.• Restructuring inside sales department.• Online-/mobile service development. • Business development planning. • Service (re-)design.• Voice of the customer.• Accessibility.

During this period, I was personally responsible for Customer Service and also part of the management team responsible for the National Account Unit which controlled contract catering, hospitality and healthcare. By developing close cooperation between contract and customer contact responsibilities we significantly improved our results.Scope | Responsibilities:* Contact Center* Contract Administration* Online Service* Quality Management* Customer Insights* Commercial management of software applications* Reporting* Corporate Social Responsibility* Process-/data management * Line management responsibility for 100 - 125 employees

During this period I successfully lead the introduction of an integral process model, process teams and continuous improvement of companywide customer processes and a combined implementation of Cisco, Oracle and SAP solutions in the contact center environment.

During this period, I successfully lead the team which centralized, integrated and optimized regional customer service structures. Thereby transforming the culture from a product to customer service focused. With an efficient and customer-oriented contact center as the end result.Scope | Responsibilities* Order- intake* Customer Service / Call Center* Process Management* Line management responsibility for 125-200 employees

During this period, I lead the transformation of three former (competing) wholesale branches into a (multi-client and multi-temperature controlled) regional distribution center and thereby continuously improved cost to serve.Scope | Responsibilities* Line management responsibility for 100 employees.

During this period I lead the transformation of the three daily fresh formulas of Van der Spek, Gastronoom and Ahold wholesale, respectively, to one competitive daily fresh formula.

During this period I lead the new Millennium testproject and implementation of the currency transition from guilder to euro for Ahold wholesale working closely with the Ahold group project teams.

During this period I successfully lead the restructuring of regional customer service activities in Ede and Helmond region.

By integrating management of transport and warehouse activities I achieved strong improvements in productivity, customer and employee satisfaction and delivery performance.