• Responsible for the NL operational steering of 4 Lines of Business; Business to Groups, Business to Trade, Flying Blue, Platinum Service Line.• Steer the operation by giving clear guidelines and instructions to Team Leads how to achieve the applicable (daily, monthly, yearly) targets. I am responsible for Team Leads that either hierarchically or functionally belong to the team.• Guard departmental KPI’s (Service Level, Coverage rate, AHT, FCR, etc)• Translate departmental targets to concrete goals within the team• Responsible for recruitment and on-boarding of new team Leads• Direct reports, 12 Team Leads. Indirect reports, 180 agents.• Arrange and coordinate the collaboration with Planning and Traffic Controller, to ensure a solid short-and midterm workforce planning based on the agreed service level.• Provide insight to the Product and Performance Manager and the Department Manager on the running operations. Spot (potential) operational issues and come up with solutions and improvements.

• Responsible for Business to Groups operations, 19 countries.• Direct reports, 5 Team Leads, 1 Traffic controller. Indirect reports, 65 agents. • Analyze (new) procedures with both internal and external shareholders on feasibility• Arrange that working conditions are in order and a good work atmosphere is present so that optimal performance can be achieved, both on a team level as on an individual level.• Manage absence and prevention, in line with the applicable absence procedures and policies.• Coach, motivate and develop team Leads• Communicate and discuss strategy and departmental policies with my Team Leads• Guard departmental KPI’s (service level calls and emails)

As Team Leader for the Business to Groups department at Cygnific, I am responsible for a team of 13 agents who deal with all (operational) activities for group transportation requests between 10 – 3000 passengers travelling on KLM, Air France, Delta Airlines and Kenya Airways.I am responsible for the following activities:People management• Responsible for coaching, developing and motivating a team of 13 agents (11 fte)• Execute absence policy• Responsible for recruitment and on-boarding of new team members • Manage all work procedures used by my teamAccount management• Establish and nurture relationships with travel agents• First point of contact for KLM Account Managers, Pricing and Revenue Management related to groups• Analyse (too high) group fares for travel agents and escalate to Revenue Management for re-evaluation• Analyse (new) procedures with both internal and external stakeholders on feasibility Leadership/ Providing direction• Translate departmental targets to concrete goals within the team• Responsible for implementing new tools and procedures My effort delivered• Creation of the quality standard/ guidelines for the whole group department• Improving quality and efficiency of work process'• Facilitate Lean Six Sigma VSM sessions to map and improve internal procedures.• Increased both employee satisfaction and customer satisfaction• Changed teams commercial mindset which resulted in more sales• Facilitated implementation of new group tools in the department + provided the internal training

Responsible for the coaching and development of 12 agents (11 FTE). Technical assistance for the whole department 150+ agents.Trained in the Lean six Sigma methodology, Involved in both small and departmentwide improvements.

Technical helpdesk with questions related to Amadeus and procedural questions. Assist the Supervisor with day to day tasks and responsible for the coaching of agents (10 FTE).