Martin P. Email & Phone Number

Hilversum, Nh, Nl

Hilversum, Nh, Nl

Currently offering consultancy and assistance in the development of business operations within Qoolize.

The Randstad, Netherlands

After a period of development, and a desire to step outside of my comfort zone, I dived into entrepreneurship. Mostly focused on written content, maintaining and developing my own personal content platform and brand.With over a decade of experience working in the Telecom industry (business operations), I manage to bring together a particular set of skills to develop and optimize your business.

Amsterdam, North Holland, Netherlands

Possibly, the most rigorous role in my career but equally satisfying. Re-shaping an existing team into a new, yet familiar, concept presented the chance to strengthen relationships with direct reports and gain the insights of inspiring peers and upper management colleagues.- Organized and coordinated daily team activities. - Supervised analyses of incidents, service performance, initiation of improvement plans. - Interacted with all Operations teams, as well as Account Managers and Supplier Management teams, to align and achieve desired levels of service performance.- Liaised with other customer-serving teams in order to improve customer experience.- Participated in other internal projects as necessary to support the business.

Amsterdam Area, Netherlands

After increased exposure to the business and customer relations, this next step felt only natural.- Spokesperson for customers.- Created monthly performance reports (internally and externally).- Set up, coordinated and led recurrent "Service Review" meetings with the customers assigned.- Worked closely with all Operations teams (incl. upper management), and other regional Service Managers, to ensure processes as defined were followed and SLA targets met. - Coordinated activities with team members, reaching common goals (e.g. ensure customer expectations were met as agreed upon).- Worked closely with the Problem Management team (direct reports) in proactively reporting under-performing services and initiated improvement plans.

Amsterdam Area, Netherlands

As part of an always evolving environment the opportunity to expand my skills emerged, a welcomed change at the time and the chance to use acquired skills in a different way.- Analysed incidents, organized root cause analyses data, ensured problem cases and improvement plans were properly followed up and well administered.- Worked closely with the Customer Support Management reviewing and reporting on service performance, as well as attendance in recurrent customer meetings to present performance data.- Created and improved internal processes to increase productivity where needed, hence supporting the growth of the team.

Due to excellent performance, there was a chance to step-up and gladly took on the next challenge in a very successful Support team.- Ownership over escalated technical issues (1st level escalation).- Assisted Support Engineers on complex technical cases and/or SLA breaches- Organized and coordinated daily internal activities (e.g. handovers to the next shift).- Monitored and analysed incidents throughout its life-cycle, created internal quality assurance reports and coordinated trainings based on opportunities for improvement.

Kickstarted my career in Telecom bringing support to customers globally.- Incident management activities. Incoming calls, incident creation & management, troubleshooting and liaising with suppliers to achieve case resolution.- Support and coordination of tasks & activities with higher escalation levels/Operations management, and ensure given KPIs, goals and objectives guidelines were met.

Provided IT support to assigned customers accounts, as well as internal support for the organization (covering mostly EU and LATAM regions).- Incident & escalation management.- Troubleshooting & resolution of reported IT issues.- Personalized support for assigned customers/accounts or internal teams.