Peter Claes Email & Phone Number

Brussels, BE

Mechelen, Flemish Region, Belgium

Brussels Metropolitan Area

I am a CX Change consultant specialised in Customer Service environments. Crashing SLA's? Procedures or processes that need to be revised or simplified? You want to increase your team’s customer expertise or assist your management? Your services can no longer handle customer contact and you are looking for an experienced interim Customer Experience (CX).

Brussels Area, Belgium

- Roll Out and implementation of a Direct Insurance based Contact Center*- Merge of Sales and Servicing into One Team, productivity and objective calculation (individual and by team), Quality Monitoring (reports, business requirements, acquisition IT-system, union negotiations), forecasting, redefinition of the hiring politics (job description, profile.

Brussels Area, Belgium

- Project & Change management: Complete reorganization from a telephone helpdesk into a modern contact center (tender & implementation of ICT, merge e-mail and telephone activities, complete revaluation of the IVR (linked to new training program, skill settings, job descriptions and union negotiations), restructuring of CC-management and quality policy.

Brussels Area, Belgium

- People management: evaluation, continuous follow up and coaching of 7 team leaders (each responsible for 15 call agents). - Training: Responsible for the organisation and the structure of the operational call division (short term training regarding training content, trainer and program; long term through set up of Information/Training/Coaching Six Sigma.

Gent Area, Belgium

- People management skills: provide guidance during different reorganizations and mergers, correct historical distortions, encourage team spirit through a continued discussion of progress with the supervisors and a close follow up of staff flow- Operational management skills: final decision in judicial/difficult files, analysis of service levels, develop.

Antwerp Area, Belgium

- Project management skills: analysis of the BSA study by CGEY, editorial planning, budgetary responsibilities and implementation of the project; continued report to the Board of Directors and Council for strategic decision making, inventory of each entity, optimization in dialogue with the entities, implementation of joint procedures, market research and.

Lyon Area, France

- Operational management skills: draw up and monitor service levels and standardizations, transform objectives into action plans, supervision of reorganizations and implementation of software- Human resources: employment, training, assignment, motivation and compensation of staff, counsellor in resignation discussions- Financial management: selection of.

Master, French, Spanish

Economics