Pauline Hoogervorst Email & Phone Number

Amsterdam, Nh, Nl

Germany

Project leader- start-up European airline company and operations

Nürnberg Area, Germany

Innovation & Customer Experience Consulting/coaching of Aviation leaders to achieve excellent results with their customer centric transformation, business change and start-up

Noordwijk Aan Zee, South Holland, Netherlands

Begeleiding bij rouw, verlies en transitie op de werkvloer-ontzorgt leidinggevenden en hr-professionals met praktische support. - Advisering, voorlichting, training en leiderschap- team coaching - Workshops Leiderschap bij rouw en verliesIndividuele rouw- en verliesbegeleiding; persoonlijk of op de werkvloer. Gesprekspartner en steun-Troostwandelingen/gesprek op locatie of online Rouwretreats

Utrecht, Netherlands

Amsterdam, North Holland, Netherlands

Paris Orly

Luton, Verenigd Koninkrijk

To help deliver easyJet's cause to be easy and affordable for their customers; looking at initiatives that drive self-service and efficiency, increase customer satisfaction on the ground whilst seeking to reduce costs.

Amsterdam Area, Netherlands

Provides airline customer solutions expertise to major airlines and industry partners.Highlighted engagements include:AIRFRANCE/KLM: CX Consultant, AUG-OCT 2016Provided consultancy and workshops to Customer Relations & Interaction Team in partnership with AirlinetrendsDSOLUTIONS, LEIDERDORP: SENIOR PROJECT MANAGER, MAY 2014 - PRESENT♦ Digital Projects: delivered digital projects in partnership with global distribution suppliers for airlines world-wide, including management of offshore development teams.→ Launched digital portals, including mobile app, for start-up low-cost Business Class Airline for their B2C and B2B sales.→ Oversaw development and implemented interline gateway portal for airlines in partnership with global distribution providers.ZODIAC AEROSPACE, ALKMAAR: CONSULTANT & PROGRAMME MANAGER, OCT 2014 – JUN 2015♦ Customer Experience Innovation: provided consultancy and project management to innovation team.→ Delivered first phase of smart catering innovation projects, designed to further enhance the customer experience and optimise onboard and catering process → Secured partnerships with global catering organisations and industry influencers.→ Developed a formalised innovation offering for the business, including business case, programme deliverables and roadmap approved by Board.CX COMPANY, AMSTERDAM: SENIOR PROJECT MANAGER, APR 2013 – SEP 2013♦ Social Media: delivered a new social media customer contact centre for the firm’s client, KLM (AirFrance/KLM).→ Launched customer contact centre for KLM social media contacts, including all operational procedures, new offices, IT infrastructure, recruitment and training. OTHER ENGAGEMENTS:Roadmap - Senior Project Manager (2011-2013)IATA - Management Trainer (2011 – Present)Air Gate Solutions – Consultant, Customer Services Solutions (2011 – 2013)ISDC - Trainer and Coach | Project Management (2010 – 2011)Gazing Performance Systems International - Management & Leadership Trainer (2010)

Haarlem Area, Netherlands

Delivering PAXEX360 innovation workshops to inspire airline management, their teams and other stakeholders with the latest trends and concepts in the industry that drive the future of air travel and provides a platform to ideate and co-create digitally-enabled products and services as building blocks for their business plan and digital innovation roadmap.

Amsterdam, Schiphol

Led delivery of new customer values into the airline, at a strategic, operational and cultural level.♦ Customer Experience: designed and implemented a customer care strategy which embedded a culture of client-centricity across the business. Drove staff engagement through new KPIs to bridge the gap between Marketing Promise and Customer Experience♦ Customer Insight | Customer Loyalty: identified loyalty drivers across a broad customer base and produced new customer loyalty measurement programme based on client insight.♦ Digital Projects: introduced digital solutions, including CRM and customer messaging tool.

Amsterdam,Schiphol

Oversaw service delivery for multiple client-focused functions, including customer care and relations, international marketing and sales, and commercial operations. Directed a team of 50, plus outsourced contact centre services and marketing and sales agencies across Europe.♦ Customer Service: designed and delivered change programme across all operational and commercial client functions to greatly improve customer experience and maximise profitability. ♦ Cost Control: restructured various functions, including double-digit reduction in staffing and handling costs.♦ Service Delivery | Outsourcing: rapidly increased contact centre customer satisfaction results through establishment of new outsourced partner; led negotiations, service agreement and implementation.♦ Sales Revenues: generated double-digit increase in sales through implementation of a major staff engagement programme.♦ Customer Care | New Airline: launched customer care function for new airline transavia.com France.

Amsterdam Area, Netherlands

Designed and delivered new inflight sales and service model for new low-cost offering BASIQ Air. ♦ New Revenue Streams: transformed an annual catering cost into a sustainable ancillary revenue source. ♦ Customer Experience | Service Proposition: launched new service proposition for passengers, including products, inflight entertainment, magazines and catering.♦ Outsourcing: led the transfer of logistics, purchasing and finance to a global catering company.

Amsterdam Area, Netherlands

Established the airline’s business change function to provide ongoing portfolio and programme management of major operational excellence and service delivery initiatives. ♦ Portfolio Management: drove delivery of major high profile programmes which provided significant cost, customer service and performance benefits. Personally delivered multiple projects.→ Highlights: launch of new business units (airport handling, ground services, operations control centre), establishment of in-house call centre, reservation and check-in solutions, on-board sales devices and other IT projects for specific airline systems.♦ Customer Care Service Framework: developed customer care service function for new low cost airline BASIQ AIR, including direct sales and in-house contact centre.♦ Operational Excellence | Cost Control: led the re-design of numerous operational and commercial functions, including ‘make or buy’ and tender analysis.

Amsterdam

Delivered a major operational excellence project related to crew facilities.♦ Cost Control | Contract Negotiation: led project which substantially reduced crew facilities costs and greatly improved accommodation, transport and allowances benefits for staff.

Amsterdam Area, Netherlands

Transitioned to new revenue management unit, with additional responsibility for contract and account management of tour operators.♦ Yield Revenue Management: introduced yield revenue planning tools and procedures for scheduled services.

Amsterdam Area, Netherlands And European Airports

Established commercial and operation functions for the airline’s entry into the scheduled service market.♦ Airline Station Management: developed and launched sales and customer service function, plus ground and passenger handling for services initially from Amsterdam and latterly from another 15 airports across Europe, Asia and the Middle East.

Amsterdam Area, Netherlands

Amsterdam Area, Netherlands

Amsterdam Area, Netherlands

Station Management

Prince 2 Practitioner, Projectmanagement

Change Management

Program Management

Business Administration

Tourism & Travel Agency (Professionally Oriented Higher Education),