Built a cohesive team and a clear vision in preparation for the acquisition of Landal Greenparks. Implemented team and process optimization by introducing specialization at the second line, centralizing support, and delegating tasks that do not align with the IT Support vision but are still necessary, to appropriate areas. Guided employees in their personal and professional development by genuinely supporting them, empowering them, and providing opportunities for growth.

As a team lead, I was responsible for the Service Performance of suppliers regarding quality returns . I implemented process optimization, merging two separate teams into one, where seven employees became responsible for overseeing and administratively managing the entire process for a set of assigned suppliers. This change fostered greater ownership and allowed for better overall performance monitoring. Additionally, I collaborated closely with Service Managers, who were responsible for creating SLAs, and with operational colleagues in the Tilburg warehouse, ensuring that realistic, manageable, and executable agreements could be made.

After the divestment of Microsoft Mobile aftersales to B2X in 2016, I was asked to continue leveraging my knowledge and experience from Nokia/Microsoft on behalf of B2X to smoothly wind down the remaining aftersales obligations within the Benelux. This involved operational support and coordination with various logistics partners, financial processing of returns, and managing SLAs with Microsoft’s first and second line customers, as well as addressing issues with the European repair center and contact center.Since 2017, I have also been responsible for KPI and operational management of B2X-contracted repair partners in the Benelux and Sweden, notably for Motorola smartphones. Additionally, I provide support to sales and project management for potential and new customers.-- Employed through Progress Communications --

Responsible for managing the repair network and care support for Microsoft Mobile in the Benelux region. Key tasks and responsibilities:Operational support for logistics partners and the repair center in HungaryValidating SLA-related invoices and crediting hardware (DAP/DOA/End of Life)Supporting the WE Care manager during customer visits regarding SLAs and evaluationsProviding second-line support and managing product quality escalations to R&DManaging product safety escalations and/or claims from end usersServing as the point of contact for the local public relations agencySupporting the sales and marketing team with pre-sales and after-sales topicsWithin Microsoft, I reported to the West Europe Care Operations lead in Germany.-- Employed through Progress Communications --

Private owned company for audio and voice productions, both paid and volunteer based.• Voice Over for Online Animations (Networking4All)• Voice Over for Telephone menu's• Radio host at a local radiostation• Audio productions (promo's etc.) for a local radiostation

Recruited by Nokia Benelux to work for them as a fulltime vendor. Providing care support for the Benelux retail network, Nokia PR, Social Media channels and the contact center and the Dutch representative for management of 2nd line complaints, product safety and security issues.-- Employed via Thesedays (2012/13), Progress Communications (2013/14) –

Managing a team of 4 FTE within the services department while responsible for development and management of additional warranty services for mobile and fixed telephony including management of spare part stock.Managing a project for Nokia Benelux in supporting the Benelux Nokia Care Point network:• Product and tool support, training and onsite visits for support and audits• Started with social media support via Twitter, Facebook and other channels• Supported contact center, logistic hub and local PR agency

Incident management for corporate IT and telecom (Head office and Benelux shops). Remote and on-site support, management and administration of interoffice telephony.

Started and trained as an all-round technical commercial employee to perform (electro) mechanical repairs and software updates on mobile devices from brands like Nokia, Samsung, HTC and Apple. Technical support towards customer for mobile and fixed telephony. In 2006 promoted to Manager Service & Repair and responsible for 5 FTE over 2 locations in daily operations, coaching and training. Development and management of additional warranty services for mobile and fixed telephony including management of spare part stock.