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) manager? Looking for a CX trainer?As a self-employed customer advocate, facilitator and mentor I help to raise your customer experience… Show more 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) manager? Looking for a CX trainer?As a self-employed customer advocate, facilitator and mentor I help to raise your customer experience to a higher level. I am proud, grateful and delighted to put my many years of passion for the customer AND the employee at the service of a company with the values I cherish deeply: authenticity, commitment and expertise.I coach & train managers, teams and employees and guide them to clarify their aspirations and to take steps towards the realization of their ambitions.Due to my years of experience with restructuring and mergers in the business world and my lifelong training, I am specialized in coaching radical changes and events. Show less

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 settings, workload analysis, shift definition, compensation and benefits, union negotiations) …- People management: hiring, evaluations,… Show more - 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 settings, workload analysis, shift definition, compensation and benefits, union negotiations) …- People management: hiring, evaluations, follow-up, coaching of 2 Managers.- Operations and daily Management: analyze service levels, determine action plans, staffing, workflow and budgeting. Workflow programming, skills setting, incentives. - Project Management: Business and CTI FO-implementation Multimedia (Telephony (Genesys), Quality Recording (Verint). IVR-reprogramming and skill simplification. Show less

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 (recordings and evaluation trajectory). Introduction of basic features such as SL, CC-reporting, forecasting and scheduling, incentives..… Show more - 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 (recordings and evaluation trajectory). Introduction of basic features such as SL, CC-reporting, forecasting and scheduling, incentives... - Training: Setup of CC-owned training program based on predetermined (FO-BO) knowledge based programs. Responsible for the organization and the structure of the operational call division (short term training regarding training content, trainer and program; long term through set up of Recruitment/Training/permanent Coaching).- Operational Management: SPOC for all virtual client contacts (web, e-mail, telephone), all daily operational contact centre basics (KPI, SLA, quality monitoring, WFM, volume forecasting and scheduling, cost reducing, staff capacity calculations, determine training needs, recruitment and downsizing, incentive programs; associate quality & productivity, absenteeism, outbound...).- People management (132 FTE): evaluation, continuous follow up and coaching of 7 team leaders (each responsible for max. 15 call & e-mail agents), 3 quality monitors, 1 WFM-specialist and 2 trainers. Show less

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 Project, see below)- Operational Management: direct contact with BtoB-partners to define scope, to adapt & upgrade and/or to give… Show more - 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 Project, see below)- Operational Management: direct contact with BtoB-partners to define scope, to adapt & upgrade and/or to give feedback on the call centre activities. Final decision in judicial/commercial difficult files. SPOC for all international implementations of new contracts or procedures. Internal SPOC for all management interactions between Operations Dep’t and other departments. Responsible for operational activities analysis. - Project management: PO in Six Sigma project (Information/Training/Coaching), reorganisation of Operational Division to enhance the customer service quality. Show less

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 action plans for an improved implementation of the SLs, continued assessment, description, adjustment and application of procedures, staff… Show more - 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 action plans for an improved implementation of the SLs, continued assessment, description, adjustment and application of procedures, staff required, work flows and budgets, support of the IT FO implementation, analysis of business objectives (combine needs, requirements and possibilities in working documents)- Project management skills: IT, expansion of ‘post’ customer service to ‘pre’ customer service, integration of the French customer service department Show less

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 follow up of the public tender, assignment of contract to the external partner and enforcement- People management skills: SMART analysis… Show more - 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 follow up of the public tender, assignment of contract to the external partner and enforcement- People management skills: SMART analysis of each entity, change management to alter resistance into constructive collaboration, coaching and reorientation of staff, profile analysis and selection of new counsellors- Operational management skills: daily observance and analysis of service levels, development of action plans with regards to quality levels in dialogue with the external partner, communication and follow up, continued assessment and adjustment of work flow and procedures Show less

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 suppliers, transformation of required quality levels to procedures, budgetary control- Commercial policy: promote feedback and… Show more - 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 suppliers, transformation of required quality levels to procedures, budgetary control- Commercial policy: promote feedback and convert into customer friendly conditions, strive for clear communication Show less

Master, French, Spanish

Economics