As a self-employed consultant, I continued the support for The General Soft Drinks Co Ltd for the Go Live of the SAP FICO Module in 2020. In 2022 I have created and driven the project of SAP service pack upgrade, across the full SAP system. My latest project which went live in November 2022 is BCRS (Beverage Container Refund Scheme) imposed by the Maltese Government. BCRS effected the full OTC cycle in SAP SD, from order to financial posting. I have also given business support and keep troubleshooting across the whole company in all modules, SAP SD, SAP FI, SAP MM, SAP C4C, SAP HR, EDI.

SAP Specialist is responsible for the implementation and optimisation of the SAP system. For the implementation, the SAP specialist translates the business requirements into the SAP system. Analysing, advising, testing and training are the main tasks next to the daily support & coaching of the end-users. My main focus has been on the SD module but have overall knowledge of all modules and processes.

The content moderator is responsible for making the customers successful by keeping up their web-sites quality. As key user trainer, I was giving training and coaching to new employees.

The divemaster is responsible for daily organization of the dive center. Daily tasks are filling and organizing tanks, equipment maintenance and preparing, overseeing PADI standards with new instructors, assisting customers, supporting instructors, guiding advanced open water divers, assisting with courses in the water, preparing students for diving, reviewing knowledge reviews and explanation RDP tables with students, guiding snorkel trips, pick & drop off customers and adding value to the experience of the customers with historical information of Malta.

VMI specialist is responsible for the implementation of the new VMI process in January 2014. Specialist is the single point of contact between the VMI customer and ABI. The VMI system has to be implemented, fixed and optimized according to the wishes and needs of the customer and connected SAP system. The Front Office Agent is responsible for providing a single point of contact between a portfolio of Off Trade Key Accounts and the ABI organization for the resolution of enquiries relating to customer’s orders, disputes and requests. Proactively and reactively acts on issues related to customer service in order to increase customer satisfaction and continuously strives to improve the quality of service provided to customers.• Implement, manage and improve VMI process and system• Report and meeting management with customer• Manage and resolve customers Complaints & Requests for all CSC related processes • Capture modifications to orders or cancellations • Order and delivery management & related enquiries • Interact with customer and internal departments such as Supply, Sales, Finance etc. to solve problems and issues of all types (products, prices, transport, availability, credit, master data) • Optimizing and standardizing work processes• 5S coordinator

The Front Office Agent is responsible for providing a single point of contact between a portfolio of Off Trade Key Accounts and the ABI organization for the resolution of enquiries relating to customer’s orders, disputes and requests. Proactively and reactively acts on issues related to customer service in order to increase customer satisfaction and continuously strives to improve the quality of service provided to customers.• Manage and resolve customers Complaints & Requests for all CSC related processes • Capture modifications to orders or cancellations • Order and delivery management & related enquiries • Interact with customer and internal departments such as Supply, Sales, Finance etc. to solve problems and issues of all types (products, prices, transport, availability, credit, master data) • Optimizing and standardizing work processes• 5S coordinator• Field support

The Order to Cash department was not functioning on ERP system and 4 new system tools within ERP were developed to support the department. Tools for direct debt, dunning, management of customer contact, dispute management. As OTC associate I was managing the implementation of this tools• Translating business needs to the ERP system• (re)shape business processes into the tools• Testing and analysing system improvements• Training end users

The Front Office Agent is responsible for providing a single point of contact for a portfolio of On Trade Wholesalers and customers for the resolution of enquiries relating to customer’s orders, rent., loans, bonus, disputes and requests. Additional responsibilities were expert user SAP system, loans trainer and improving recent implemented SAP system. • Manage and resolve customers Complaints & Requests for all CSC related processes• Interact with customer and internal departments such as Supply, Sales, Finance etc. to solve problems and issues of all types (products, prices, transport, availability, credit, master data) • Optimizing and standardizing work processes• Expert user SAP system• Internal training loans

The contract accounting employee is responsible checking and maintaining the legal agreements for bonuses, rents and loans with on trade customers. With implementation of SAP system in April 2010, business processes needed to be optimized and standardized. My responsibilities were creating digital archiving, invoicing National Accounts indirect delivery and miscellaneous invoicing with(out) stock. For the re organization of January 2011 I participate in transferring processes to other departments, giving trainings, support and coaching. • Check and maintain legal contracts• Internal and external customer service • Optimizing and standardizing work processes• Adjust business processes related to SAP system• Set up digital archiving, invoicing National Accounts with indirect delivery and miscellaneous invoicing• Preparing re-organization

After graduating from University due to economic crisis finding a job in line with my study was difficult. I wanted to work more next to the real estate agent. I started at Fruitstation Van Arkel picking apples in orchards and sorting pears for sales.

Office employee is responsible for customer contact via email, telephone and personal, administrational support of real estate agents, managing the office and updating the website.• Customer service by telephone, email and face-to-face• Creating legal documents and home presentations• Archiving dossiers

Heleen Beekhuizen Makelaardij is a brokage in the “Betuwe”, a small area in the centre of the Netherlands. I made a marketing plan and analysed the recently completed construction projects. - Marketing plan and script for construction projects- Analysis of the residents of recently completed construction projects

Van Noord is a large group of accountant and tax offices in the centre of the Netherlands. I did a research to the employee satisfaction and work culture for my internship. - Survey of employee satisfaction and work culture

Customer satisfaction survey with a marketing view

Primary process optimization consulting assignment