Mark Schmidt Email & Phone Number

Amsterdam, Nh, Nl

Amsterdam, North Holland, Netherlands

As Manager Performance & Support at Cygnific, I lead a diverse global department focused on optimising support delivery. I am end-responsible for Air France-KLM account management, collaborating with multiple global stakeholders to develop and implement innovative strategies that align with our company’s mission and meet the unique needs of our international clients. My role emphasises establishing effective communication channels and governance structures that facilitate knowledge sharing and ensure accountability and performance across various locations. By driving continuous improvement initiatives, I empower my team to innovate and excel in a fast-paced environment. By creating strong relationships and a culture of collaboration, I enable the department to navigate the complexities of the global market successfully while embracing innovation at every turn.

Amsterdam, Noord-Holland, Nederland

- Team Leadership: I provide strategic direction and guidance to several customer service teams (175 FTE in total), fostering a culture of continuous improvement and customer-centricity. I support the professional development of team members, aligning their skills and expertise with business objectives. This team includes: Team Coordinators, Teamleads, Trainers, Quality Specialists, Proces Specialists, Customer Service Agents.- Strategy Development: Collaborate with senior leadership to identify and prioritize strategic objectives for the department restructuring and execution these strategies,- CX and Performance Optimization: Conduct comprehensive analysis of the current department structure, processes, and workflows to identify areas of improvement and inefficiencies leading to excellent customer service. Lead cross functional Agile teams to define the customer service strategy aligned with the company's overall goals and objectives.- Stakeholder Collaboration: I collaborate with (international) key stakeholders, including senior management, marketing, HR, communications and development teams, to align customer service initiatives with broader organisational strategies. I also am responsible for the stakeholder management of several third parties including (temp) employment agencies, IT development bureaus, training agencies and facilitating contact centers.- Operational Planning: I develop comprehensive plans and frameworks to streamline customer service processes and ensure efficient operations. This includes setting performance metrics, establishing service level agreements, strategic workforce planning, recruitment strategies and implementing quality assurance measures.

Amsterdam En Omgeving, Nederland

- Team Leadership: I provide strategic direction and guidance to several customer service teams (175 FTE in total), fostering a culture of continuous improvement and customer-centricity. I support the professional development of team members, aligning their skills and expertise with business objectives. This team includes: Team Coordinators, Teamleads, Trainers, Quality Specialists, Proces Specialists, Customer Service Agents.- Strategy Development: Collaborate with senior leadership to identify and prioritize strategic objectives for the department restructuring and execution these strategies,- CX and Performance Optimization: Conduct comprehensive analysis of the current department structure, processes, and workflows to identify areas of improvement and inefficiencies leading to excellent customer service. Lead cross functional Agile teams to define the customer service strategy aligned with the company's overall goals and objectives.- Stakeholder Collaboration: I collaborate with (international) key stakeholders, including senior management, marketing, HR, communications and development teams, to align customer service initiatives with broader organisational strategies. I also am responsible for the stakeholder management of several third parties including (temp) employment agencies, IT development bureaus, training agencies and facilitating contact centers.- Operational Planning: I develop comprehensive plans and frameworks to streamline customer service processes and ensure efficient operations. This includes setting performance metrics, establishing service level agreements, strategic workforce planning, recruitment strategies and implementing quality assurance measures.Privacy Officer: I ensure data protection compliance and safeguard customer information by implementing privacy policies and procedures. My team conducts regular audits, provide staff training, and address any data privacy concerns, promoting a secure and compliant environment.

Amsterdam, Noord-Holland, Nederland

I’ve had several responsibilities as Teamlead for different teams:- Team Leadership: Creating and managing the Quality Monitoring department (10 FTE), a team of Onboarding Specialists (15 FTE), a team of Coaches (10 FTE) and a team of Customer Service Agents (15 FTE). - CX: Monitoring, optimizing and ensuring the quality of the service provided to our customers on individual, team and department level. This included work as a GDPR Specialist.- Onboarding, Coaching and Training: Creating, developing and executing several onboarding, coaching and training programs for the different roles within my team.

Amsterdam, Noord-Holland, Nederland

Part-time student job as a customer service agent, focused on delivering excellent service and resolving customer issues.Tasks/responsibilities included:- Handling of calls- Handling of letters/e-mail- Handling complaints

Amsterdam, Noord-Holland, Nederland

Part-time student job as a Service Employee at Pathe de Munt cinema.Working at the front desk with the following tasks/responsibilities:Ticket salesReceiving guestsCustomer service

Hengelo, Overijssel, Nederland

Part-time student job working at the instore customer service desk. Tasks/Responsibilities included:- selling products- developing photographs- financial administration- complaint handling- store coordination

Bachelorgraad, Media And Culture

Specialization: Film and visual culture. I studied how and why media play a role in our culture, how they attract our attention and are.

Communication Science

I completed a follow-on minor of 60 ECTS. The role of communication and media in society was the central theme of the Minor.

Minor, Gender, Sexuality And Culture

The minor Gender, Sexuality and Culture was offered by the Political Science department and puts power relations based on gender.

Presenting With Impact

This training provided me with essential skills and strategies to enhance my public speaking and presentation abilities. I've learned how.

Change Management

To remain successful, you must constantly keep up with developments and changes. Standing still is not an option. How do you ensure that.

Harrie Helpt Nieuwkomers

In this training I have received theoretical knowledge, techniques, practical exercises and tools to guide and coach immigrants and people.

Lean Green Belt, Lean Six Sigma

Throughout the Lean Green Belt training, I've been prepared to work as an independent improvement professional within any organization..

Quality Management

Customers and suppliers are setting increasingly higher quality requirements for (chain) cooperation, products and services.

Atheneum, Natuur En Gezondheid