Mike Oosten Email & Phone Number

Zeist, Utrecht, Netherlands

The Hague Area, Netherlands

As a Web Editor I am responsible for all aspects of content on our websites, which includes development, design, production, presentation, evaluation and analysis, to name a few. I will troubleshoot website anomalies and ensure the websites stays current. I act on feedback from the business and the public to help evaluate and enhance the content on our websites.

Amsterdam Area, Netherlands

As a Webcare Specialist I monitor and respond to (non)customer questions and comments addressed to PME through so called social media (e.g. blogs, fora, twitter, social networks, etc.) I also collaborate with cross-functional teams in order to develop social media marketing and communications strategies.

Amsterdam

As a Business Support Representative I provided support for our retailers and enterprise customers. Initiated and/or implemented corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained. Coordinating the handling of difficult and/or unusual situations. I was also still partly responsible for number portability issues and network troubleshooting.

Amsterdam

As a Number Portability Specialist I provided 2nd line support for the customer service, dealers and providers. Handling technical and administrative telephone inquiries and complaints involving number portability. Also handling the number portability requests from different telecom parties and troubleshooting for any network related number portability issues.

Amsterdam

As a Backoffice Specialist I provided 2nd line customer service support. Initiated and/or implemented corrective action as needed in order to ensure that an excellent standard of service and a high level of customer satisfaction was maintained. I coordinated the handling of difficult and/or unusual situations and coached and trained the the Senior CSR's at the external callcenter in Tilburg. I also enrolled in the Back2Front project, in which we improved the way the Front- and Backoffice work together.

Amsterdam

As a Knowledge Manager I was responsible for the internal and external communication (online and offline), the online knowledge base and search engine optimalisation. I also enrolled in the Telfort 2.0 project in which we created our new CCBS (Customer Care and Billing System). Within this project I was responsible for building the new CCBS knowledge base.

Amsterdam

As a Sr. Customer Service Representative I served as a liaison, providing product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. I coordinated the handling of difficult and/or unusual situations and was responsible for training and coaching fellow CSR's on the job. In the absence of the manager, I was responsible for analyzing call volume trends, preparing forecasts and providing reports with regards to our Service Level Agreement.