Max Kallen Email & Phone Number

Eindhoven, Noord-Brabant, Nederland

Eindhoven

Maastricht

Maastricht Area, Netherlands

Maastricht Area, Netherlands

Venlo

- Implementing and optimising COPC certified Workforce Management processes for various clients, such as Royal Bank of Scotland, Schiphol, Zalando, Hugo Boss and the Dutch Ministry of General Affairs. - Developing and optimising contact volume, average handle time, shrinkage and productivity forecasting models. - Conducting analysis of operational and non-operational data, proactively and on request.- Providing calculations for new business tenders - Advising management on staffing requirements in order to meet KPIs.

Venlo

- Developing training modules and providing training to CSRs, team leaders and training and quality staff.- Providing feedback and coaching to training and quality staff.- Analysing quality metrics to identify areas for improvement.- Implementing and optimising quality management frameworks in various accounts in accordance with the COPC standard.- Writing training and quality handbooks, procedures and work instructions.

Venlo

- Advising account management on the steering strategy.- Securing the daily management of KPIs for multiple clients by real-time monitoring and taking decisions on actions to be taken during the day. - Providing feedback to the Forecasting & Analysis team in order to optimise forecasting models to enable effective planning.- Daily reporting by close of business to inform stakeholders on the developments of the day.

Venlo

Feb. 2013 - May 2013: Graduate Internship- For writing my bachelor thesis I have conducted research in the field of process management within Arvato’s Customer Services division.- Responsible for a project which purpose was to define and optimise business processes.- Advised management on the requirements for establishing a process management system. My recommendations have been implemented.Jun. 2013 - Dec. 2013: Process Coordinator- Mapping and describing of business processes and identifying bottlenecks.- Writing and presenting improvement proposals on procedures, processes and working methods to increase efficiency and improve quality of services.- Standardising and streamlining of business processes in line with the COPC standard.

Sevenum

Apr. 2008 - Jun. 2008: InternJul. 2008 - Jan.2013: Allround Supermarket Employee

Venlo

- Contributed to the realisation of a process-oriented approach within the Department of Public Works. - Led two working groups with the objective to map and optimise the department's core processes. - Presented recommendations to management which have been incorporated within the respective department.

Tilburg Area, Netherlands

- Organised an interactive exhibition for elementary school students in three large cities in the Provence of Brabant. - Wrote an evaluation report of the event and provided recommendations for future projects

Bachelor Of Business Administration (B.B.A.), Business Management, Economics And Law

Activities and Societies: Regelmatig nam ik deel aan voorlichtingsactiviteiten om mijn opleiding te vertegenwoordigen en studenten te.

International Programme, International Business Consultancy

- Business Consultancy Skills - Business Engineering - Cross-Cultural Behaviour - Employee Relations - Financial Innovation.

Minor, International Business Programme

- Cross-Cultural Business Behaviour - Human Resource Management - Retail Marketing - Spanish Society and Culture - Spanish Language Course.

Manager Retail, Level 4 Mbo (Secondary Vocational Education), Economics

Activities and Societies: Participated in the College Company project organised by Foundation Jong Ondernemen / Young Entrepreneurship..

Pre-Vocational Secondary Education – Theoretical Pathway, Economics And Society