Rob Schoon Email & Phone Number

Heiloo, Nh, Nl

Amsterdam Area

Netherlands

The webMethods Integration business unit has moved to IBM where I will continue in the same position.

Amsterdam Area, Netherlands / As Of Nov 2012 The Hague, Netherlands

I am end responsible for the support delivery and customer satisfaction results for the Integration, API and IOT technical support for the EMEA Region. As of 2019 the productline has been renamed to Integration, API & IoT. Together with a team of professional support managers I develop and lead regional teams in The Netherlands, Germany, Spain, UK, Malaysia and Israel. Together we act as one virtual team. Customer satisfaction and employee satisfaction are two of the main drivers, as well as Net Promotor Score (as of 2019).

Oversee and manage quality customer support and technical services delivery in EMEA. Establishing a 24 x 7 and “Follow the Sun” customer support model. Leading, managing and developing Technical Services Engineers to ensure that departmental goals and objectives are met. Main Responsibilities: Ensure timely customer issue resolution and management of customer communication. Manage escalations; Ownership and management of customer satisfaction; Business management including attainment of KPI targets, resource allocation and budget management; Effective use of quality management systems and processes.Main Achievements: # Reduction of backlog from 450 to 150 in two years time; # Reduced retention rate throughout the region; # Increased customer satisfaction throughout the region; # Represented webMethods at (inter)national meetings and seminars; # Operated within budget; # Represented webMethods in TSANet (Technical Support Alliance Network) as Director on their Board.

Heerhugowaard

Taak: Samenstelling nieuw bestuur voor honkbalvereniging BC The Herons(Main task: formation new management for Baseball Club The Herons)

Heerhugowaard

Opzet structuur nieuw bestuur BC The Herons(Formation new management Baseball Club The Herons)

TSANet is a worldwide, vendor-neutral infrastructure that provides the legal framework and contact database. Using the TSANet process, members agree to collaborate when a multivendor problem exists. TSANet allows partners to have a common entry point when contacting partners’ support centers in multivendor support incidents. TSANet is a behind-the-scenes process, and end-users are typically unaware that TSANet is being used as a mechanism of communication for the solution to their problem.I have been on their Board of Directors for EMEA between April 2005 and September 2007, responsible for Marketing and Membership Growth.

Akmaar

Utrecht Area, Netherlands

Oversee and manage delivery of end user support on hardware and software to Hyperion employees for Western Europe (Benelux, United Kingdom and France). Restructuring unit “End User Computing (EUC) support” and introduce and document procedures. Introduction of Service Level Agreements with departments about ITS’ support. Main Responsibilities: Introduction of Service Level Agreements with departments; Day to day management of ITS Consultants in different locations; Staffing and (co)managing internal projects; Staffing and career development of ITS Consultants; Negotiations with suppliers; Introducing cost- and labor saving methods.Main Achievements: # significant increase of employee satisfaction about application support; # streamlined application support; # better pricing model with preferred suppliers.

Utrecht Area, Netherlands

Oversee and manage customer support in Northern and Central Europe, together with Director HSCE establishing a 24 x 7 and “Follow the Sun” customer support model. Leading, managing and developing Technical Support Analysts. Main Responsibilities: Ensure timely resolution and customer escalation management. Customer satisfaction. Recruitment. Setting up Assessment Tests with a Chartered Psychologist in England and development of Support skills training for Technical Support Analysts. Main Achievements: # set up and build of Utrecht based Support Centre. Within one year we grew from 12 people to a medium sized sophisticated professional support centre with more than 65 people in two locations. # Customer satisfaction increased from 3.0 to 3.4 on a 1-5 scale.

Utrecht Area, Netherlands

Management of Support Desk in Benelux and Germany. Day to day management of small team of analysts (one remote; Brussels, Belgium). Communication with and escalation to Research and Development in the USA for the various applications and tools.Main Responsibilities: End responsible for Hotline en “2nd line support” for a wide variety of ERP and 4GL products, incl. several “third party products”. Management of 3 direct reports. Customer Satisfaction. Management reporting. Main Achievements: Global Award for Excellence “Customer Services” for the successful and rapid introduction of Support Desk in Benelux and Germany during 1994 # Increased involvement from R&D in customer communications. Escalation Management. Successful beta program at Kemira.

Utrecht Area, Netherlands

Financial Consultant for Ross’ Renaissance Series in 1993. Close involvement in the implementation of Renaissance Series at (among others) Gemeentewaterleidingen Amsterdam. From end of 1993 primarily responsible for setting up helpdesk.

Haarlem Area, Netherlands

January 1990 – January 1993: first financial assistant at Provincie Noord-HollandFrom the end of 1990 I became central application manager for newly purchased financial system (Renaissance) and I became the primary contact person for the supplier Ross Systems and its partners.May 1986 - January 1990: first financial assistant at Gemeente HaarlemmermeerJanuary 1983 - May 1986: codeur at Gemeente HaarlemNovember 1981 – January 1983: Military Service1981/6 class – Commando Signals (Verbindingsdienst).