We connect millions of cars, smart meters, bikes, factories and other machines worldwide with a strong focus on EMEA.I am a strategic and results-driven leader with a proven track record of changing an organization towards delivering operational excellence. My responsibilities include ensuring global assurance and fulfillment, maintaining network reliability, managing customer success, and overseeing technical product management. With my experience and expertise, I am committed to driving the growth and success of IoT and deliver exceptional value to our customers.

✅Operational responsibility for the dutch small enterprise market generating approximately €0,5 billion in revenue✅Build customer service from the ground up and led them to become a group, then a team and finally a family supporting and improving each other✅ Experienced in both insourcing and outsourcing great customer service and leading a transition from one to another. ✅Created and distributed dashboards enabling everyone in the organization (including agents) to find what to improve on and do in-depth analysis✅ Guided my management team to thrive and improve day-by-day✅ Significantly contributed to reaching our inflection point where KPN started to grow in revenue after a decade of decline by cutting OpEx by 25% each year✅Break every record on efficiency and customer satisfaction within KPN and in our market

💪nominated as high potential within KPN and granted a leadership program preparing for a senior position

✅Led a team of LEAN Green- and Blackbelts✅Helped develop a reorganization for operations phasing out our legacy portfolio and build our new portfolio and support desks✅Helped redesign, implement and migrate various ServiceNow instances which where acquired through M&A towards 1 instance for KPN✅Implemented Salesforce Service Cloud for our SME customers✅Implemented Speech2Text technology transcribing 10.000+ conversations per day and adding subject and emotion recognition to each conversation✅Implemented proces mining technology visualizing all our processes and adding customer emotions and feedback to each proces step

✅Led an RFP selecting our future proof billing solution replacing 50 legacy systems ✅Implemented our SaaS billing solution as a slave to Salesforce✅Started the multi-year project shutting down all 50 legacy systems✅Sideproject: Automated our field-engineer planning reducing planning time from hours to seconds for all SME agents & customers