Martine Willems Email & Phone Number

Martine Willems is a International Telephony Manager at Starwood Hotels & Resorts Worldwide, Inc.. They possess expertise in telecommunications, customer service, leadership, avaya products, product management and 7 more skills.

Listed skills include Telecommunications, Customer Service, Leadership, Avaya Products, and 8 others.

• 

  International Telephony Manager

  Starwood Hotels & Resorts Worldwide, Inc.

  Mar 2007 - Present - Working Remotely Out Of Brussels Eame Hq

  Subject matter expert on International Contact Center Operations.• Leading direct team members and coaching of junior team members across other divisions• Key stakeholder in designing architecture of new IVR platform • Designing and leading implementation of Contact Center Telephony Routing Globally• Liaising with department heads to create optimized routing to support customer orientated initiatives• Maintaining vendor relationships• Identifying opportunities to optimize call routing across sites, divisions • Architect of ticketing system that allowed tracking of new routing requests through different departments• Re-engineering European contact numbers • Interim manager off-site office (Kenmare, Ireland)• Troubleshooting of Telephony related issues • Support of Telephony related systems (Avaya, Cisco)• Re-designing Avaya Telephony platform of 5 standalone sites onto 1 single ACD platform• Opening of China Contact Center (2009) and re-location/expansion in 2011• Opening of India Contact Center (2011) through outsourcer and re-locating of services to Starwood site (2013)