Development CVO; Electronic Client Dossier for Dutch Care market.CVO = Client- Volg- en OndersteuningssysteemIncludes WMO, WLZ, JW GGZ etc.

De missie van de stichting is als volgt: Creëren van een grotere meerwaarde, voor mensen met een beperking, op het gebied van zelfontplooiing, sociale betrokkenheid en deelname aan de samenleving, middels maatschappelijk verantwoord ondernemen.Het hebben, en behouden van een werkplek is een van de meest belangrijke onderdelen van menselijk welzijn.Gids Werken is dan ook ontstaan met die visie in gedachten, en richt zich specifiek op de groeimarkt van mensen met een afstand tot de… Show more De missie van de stichting is als volgt: Creëren van een grotere meerwaarde, voor mensen met een beperking, op het gebied van zelfontplooiing, sociale betrokkenheid en deelname aan de samenleving, middels maatschappelijk verantwoord ondernemen.Het hebben, en behouden van een werkplek is een van de meest belangrijke onderdelen van menselijk welzijn.Gids Werken is dan ook ontstaan met die visie in gedachten, en richt zich specifiek op de groeimarkt van mensen met een afstand tot de arbeidsmarkt. Wij bieden de medewerkers een gepast leer traject naar een passende baan. Wij voorzien in zowel de training, begeleiding en het werk. Show less

Manager Customer Service

Identification and analyses of existing processes, re-structuring through ITIL. Establishing 1st line tech support, admin support and inbound sales for "Alice". Managing chosen call centre facility, which is responsible for the above activities. Establishing the Operations Team and the start of an OCAB. Participation in the OSCB, contractual negotiations with LSP and hardware providers. Reporting to Telecom Italia board and Alice France director. Preparing InterNLnet management for the “Next… Show more Identification and analyses of existing processes, re-structuring through ITIL. Establishing 1st line tech support, admin support and inbound sales for "Alice". Managing chosen call centre facility, which is responsible for the above activities. Establishing the Operations Team and the start of an OCAB. Participation in the OSCB, contractual negotiations with LSP and hardware providers. Reporting to Telecom Italia board and Alice France director. Preparing InterNLnet management for the “Next Future”. Training and coaching Team leaders for operational excellence. Some of the result gained are: Highest ranking for ISP Call Center on AD list. Awarded with an 8.7 for Handling Time on1st line. A Customer Satisfaction growth from 4.2 up to 6.8 (on a scale of 10) within 4 months. Decreasing the cost per customer for 1st line as well for inbound Sales. Increasing the sales conversion including up-sell and cross-selling. Optimization of the e-commerce and the dealer program Show less

The coaching and managing of a team of 5 supervisors and 48 NL agents, co-managing 75 agents of the Outscourcement partner in India. The department Provisioning is responsible for all administrative work in the “customer wants and customer gets" process. The department is processing all customer orders and change-orders in the CRM system. Job Description: Proj. Man.: The identification of work that can be outsourced to India, start of the transition phase and the embedding of the process… Show more The coaching and managing of a team of 5 supervisors and 48 NL agents, co-managing 75 agents of the Outscourcement partner in India. The department Provisioning is responsible for all administrative work in the “customer wants and customer gets" process. The department is processing all customer orders and change-orders in the CRM system. Job Description: Proj. Man.: The identification of work that can be outsourced to India, start of the transition phase and the embedding of the process in the operation. Outsourcing has led to a cost reduction of almost 40% per transaction. In-house automation through "robots" for repetitive administrative work. This automation has led to a cost reduction of 90% per transaction. The development of improvements in human processes, which result in "more with less". This had led to an efficiency improvement of 30% per agent. Drafting and defending reorganization plans and implementing the chosen policy Show less

Ensuring the further professionalization of the Telemarketing team, to the standard of Oracle Netherlands. Performance monitoring of the Telemarketers, coaching in their daily activities and reporting to Oracle Store / Telemarketing Manager Netherlands. Responsibilities: Campaign planning, target monitoring via KPIs, analyzing and reporting, briefing and debriefing of clients and Telemarketers. Coaching and supervising the Telemarketers, and train according to the Oracle's "SPIN ®" method… Show more Ensuring the further professionalization of the Telemarketing team, to the standard of Oracle Netherlands. Performance monitoring of the Telemarketers, coaching in their daily activities and reporting to Oracle Store / Telemarketing Manager Netherlands. Responsibilities: Campaign planning, target monitoring via KPIs, analyzing and reporting, briefing and debriefing of clients and Telemarketers. Coaching and supervising the Telemarketers, and train according to the Oracle's "SPIN ®" method. Optimizing the Lead processes together with the Oracle Store manager. Structure and process control in the Telemarketing department. Communication between Telemarketers and the internal Oracle clients. Briefing and debriefing of Oracle Partners, who participate in Marketing actions. Show less

The start and growth of the Telemarketing team through recruitment and selection of new staff. Project monitoring the telemarketing campaigns. Monitoring the KPIs and report and make adjustments where necessary. Generating Leads to include the departments “Technology Direct” and “Consultancy Direct”. The acquisition of inputs by prospects for CGEY with the emphasis on cross selling and customer-oriented problem-solving ability. Reporting to the "campaign executive" and the "campaign director".