🚀 Transitioned to TeleknowledgeAfter gaining extensive experience with Teleknowledge Connect during my tenure at Yource, I made the transition to Teleknowledge, the company behind this innovative call center software, to further expand my expertise.💼 Role: Application EngineerIn this role, I specialized in bridging operational needs and technical solutions, leveraging my dual-domain expertise to deliver impactful results.Key Responsibilities:- Designing and delivering integrated IT solutions for diverse customer cases using project-oriented methodologies.- Managing, maintaining, and enhancing applications on the Teleknowledge Connect platform to ensure optimal performance.- Providing second- and third-line support through direct customer communication, ensuring swift and effective resolution of technical issues.🎯 Focus:My work centered on fostering collaboration between technical teams and operational functions, delivering tailored IT solutions, and ensuring exceptional customer support within the Teleknowledge ecosystem.

💼 Development Lead During a Major Benelux MergerAmid the merger of five companies in the Benelux region, including PCS within Yource, I transitioned from my role as an Implementation Consultant to Development Lead. This pivotal role enabled me to drive significant improvements in data landscape optimization and the consolidation of internal applications.One of my key contributions was personally facilitating the migration of numerous Belgian branches from their legacy call center platforms to Teleknowledge, the standard platform for our Dutch branches.💬 Fostering Collaboration Across BordersI prioritized clear, English-language communication to bridge the gap with French-speaking counterparts in Southern Belgium, ensuring smooth collaboration and a seamless transition process.Core Responsibilities:- Direct collaboration with external project leaders from organizations such as KPN, T-Mobile, PostNL, Proximus (BE), Roularta (BE), and GGD during the COVID-19 pandemic.- Practicing project management using the Scrum methodology to ensure efficient project delivery.- Designing and implementing call scripts and reports within Teleknowledge and Steam Connect platforms.- Conducting advanced data analysis using MS SQL, DAX, and Power BI for internal stakeholders and external clients.Additional Responsibilities:- Managing departmental planning to align with organizational goals.- Facilitating meetings and knowledge-sharing sessions to promote team development.- Supervising and mentoring a diverse team of seven FTEs, including two international colleagues.- Reporting directly to the Business Unit Manager to drive strategic initiatives.🎯 Focus:My role centered on optimizing processes, fostering collaboration, and leveraging technology to enhance operational efficiency across our Benelux operations.

💼 Implementation Consultant at PCS (Part of Yource)In my role at PCS, I oversee end-to-end client implementations and drive process optimization initiatives, ensuring streamlined and efficient operations. By combining technical expertise with project management skills, I deliver tailored solutions that meet client needs and exceed expectations.Core Responsibilities:- Collaborating directly with external project leaders from leading organizations, including KPN, T-Mobile, Yarden, and Oxxio.- Leading quality and process optimization initiatives to enhance operational efficiency.- Managing projects using the Scrum methodology, ensuring timely and effective delivery.- Designing and deploying call scripts and reports on Teleknowledge and Steam Connect platforms.- Conducting advanced data analysis with MS SQL, DAX, and Power BI for internal and external stakeholders.Key Achievement:Successfully implemented comprehensive order entry, quality control, and back-office processes for KPN within the Teleknowledge platform, transforming their operational workflows.Additional Responsibilities:- Overseeing departmental planning to align resources with project demands.- Leading meetings and facilitating knowledge-sharing sessions to drive team collaboration.- Supervising and mentoring a team of five FTEs, fostering professional growth and alignment with organizational objectives.- Reporting directly to the department manager to ensure strategic alignment.🎯 Focus:My role emphasizes bridging technical solutions and business requirements, fostering collaboration, and delivering measurable improvements in client operations.

💼 Support & Test Manager at SpeakIntelligenceOn January 1, 2018, I transitioned from my role at MCXess B.V. to the newly established SpeakIntelligence, taking on an enhanced role as Support & Test Manager.In this capacity, I built upon my prior responsibilities while embracing new challenges to drive operational excellence and customer satisfaction.Key Responsibilities:- Test Management: Ensured rigorous testing and validation of all system bugs and new releases before deployment to live environments, safeguarding system reliability and performance.- Support Management: Assumed ultimate accountability for customer support operations, marking a significant step forward in my career.- Oversaw and enhanced customer support processes, ensuring timely and effective resolution of client issues.🎯 Focus:This role combined technical oversight and customer-focused leadership, emphasizing quality assurance and customer satisfaction to support SpeakIntelligence's growth and innovation.

💼 System Engineer at MCXess (a SpeakIntelligence Company)As a System Engineer at MCXess, I played a pivotal role in delivering seamless second-line support via email and phone, while ensuring the optimal functionality and performance of our in-house IVR application, MCIN. My contributions spanned technical expertise, client-focused solutions, and innovative development efforts.Core Responsibilities:- IVR Application Development: Designed and implemented sophisticated IVR solutions tailored to client needs, offering strategic insights during pre-sales consultations to support informed decision-making.- Network Monitoring: Managed SIP trunk monitoring for over 30 providers, ensuring system reliability and connectivity.- Advanced Reporting: Created customized reports using MS SQL and the MCIN framework, as well as management reports utilizing MS SQL and MS Excel to provide actionable insights.- Research & Development: Contributed to brainstorming and implementing new functionalities for the - MCIN platform, driving innovation and enhancing system capabilities.- Team Collaboration: Actively participated in weekly internal meetings, fostering knowledge sharing and promoting team synergy to improve operational efficiency.🎯 Focus:My role emphasized technical excellence, proactive problem-solving, and collaborative teamwork to enhance MCIN's continuous improvement and provide robust client support. This experience enriched my expertise in IVR development, network monitoring, and data-driven reporting, affirming my commitment to delivering impactful solutions in the tech space.

💼 At Unamic/HCN in Almere, I served as a Project Engineer, managing key technical and client-focused initiatives for prominent clients such as KPN, Hi, and Marktplaats. My role combined technical expertise with proactive client engagement, ensuring seamless project execution and exceptional service delivery.Key Responsibilities:- Scripting and Development: Developed Belscripts using HTML/CSS and JavaScript, enhancing customer interaction processes.- Database Management: Leveraged MS SQL for efficient data handling and system optimization.- Reporting Proficiency: Created detailed reports using SQL Reporting Services in the Visual Studio environment, delivering actionable insights for internal and external stakeholders.- Client Relationship Management::: Conducted weekly client meetings to propose process enhancements and identify improvement opportunities.:: Addressed escalations effectively, ensuring swift resolution of issues and maintaining client satisfaction.- Technical Support: Provided expert solutions for scripting and technical inquiries, resolving challenges with innovative approaches.🎯 Focus:My tenure at Unamic/HCN allowed me to develop a robust skill set in scripting, database management, and reporting, alongside fostering proactive client relationships and problem-solving capabilities. These contributions significantly enhanced operational efficiency and client satisfaction.

📊 Business Information Analyst – SEH DepartmentAs a Business Information Analyst, I led a pivotal project within the Emergency Department (SEH), focusing on Knowledge and Information Management to optimize emergency room processes. This initiative was a key component of the "Toonaangevend Gastvrij in de Versnelling (TGV)" research led by Mr. P.G.J. Bocxe, aimed at reducing ER turnaround times by leveraging Diagnosis Treatment Combination (DBC) data collected by nursing staff.Key Responsibilities:- Directed team meetings and coordinated research activities to align with project goals.- Conducted comprehensive information analysis, utilizing existing data resources to derive actionable insights.- Translated findings into a technical design and visual construction model to support the development of practical solutions.- Oversaw the development of an application designed to streamline emergency department workflows and improve efficiency.🎯 Focus:This role strengthened my expertise in Information Management, Business Process Analysis, and Application Development, enabling me to drive impactful improvements in operational efficiency within the healthcare sector.