Als Shift Supervisor ben ik verantwoordelijk voor het aansturen van één van de shifts van de Global Service Desk (24/7). Vanzelfsprekend maakt coachen en begeleiden van de individuele medewerkers een groot deel van mijn werkzaamheden uit, inclusief het voeren van voortgangs- en beoordelingsgesprekken. Daarnaast ben ik samen met mijn collega supervisors en leidinggevenden verantwoordelijk voor het implementeren van nieuwe procedures en het verder verbeteren van bestaande procedures. In geval van escalaties bij onze klanten is de Shift Supervisor het eerste aanspreekpunt voor onze klanten.

My key role is to ensure that my team of operators (approximately 30 persons) carry out their daily job according to our company's standards including further improvements of the service this team delivers. This group of operators is working at several customers, spread over Noord Brabant in the Netherlands (Breda, Tilburg, Eindhoven, Den Bosch, Nijmegen). Their job is to make sure that hot beverages, cold beverages, and candy are available 24/7 at these different locations. The Operators are responsible for maintaining these machines to the highest standards.

In the position of Depothouder, I was responsible for the goods movements in and out of our stock location based in Son. In addition to this responsibility, I used to coach a team of 12 operators and act as the first point of contact for a group of customers in case of operational issues and/or questions.

Since January 1st, 2014 the Full Service Vending Operations of Coca-Cola Enterprises has merged with Maas International, one of the leading companies in the vending business in The Netherlands. So far my role has not changed significantly, although I spent quite some time merging the procedures and processes we were using at Coca-Cola into the organization of Maas International.In the end, I am still responsible for the soft drink vending machines in the southern part of The Netherlands. I am the direct lead of 12 operators, located in 3 different locations. These operators visit the soft drink vending machines located at companies, schools, hospitals, etc.In this role, I have direct contact with our customers and act as escalation contact if needed. Customer satisfaction is key to me and I will always try to take this to the next higher level, without losing track of our own business goals and objectives.

Responsible for CCE's Full Service Vending operation in the southern part of the Netherlands. My team, 12 people based in three locations (Rotterdam, Tilburg-area, and Roermond area) takes care of the Coca-Cola vending machines located at customers based in the mentioned region.

• Responsible for all service-related contacts between customers and Ooperon BV.• Responsible for planning and coordinating all work for the service department (maintenance, problem-solving, project work). • Managing the Service Department team (11 field engineers, 2 helpdesk employees, and 2 assistants).• Responsible for the overall financial budget for the Service Department.• Fleet manager for all leased cars (16 vehicles).• As a member of the Management Team, shared responsibility for the overall business strategy.

• Responsible for setting up the EAME instance of the IT Service Desk (Europe, Africa, Middle East) including the hiring of staff.• Responsible for the IT Service Desk (5 employees).• Responsible for communicating IT-issues with the end-users within the EAME region (about1.800 end-users, located in 20+ locations).• Together with colleagues of the Global IT department (located in the US) responsible for maintaining and improving the IT Services globally.• Acting as one of the key administrators for the global e-mail system (Lotus Notes).• Communicating with IT Colleagues globally on a daily basis, regarding IT Services and Projects.• Led in introducing ITIL methods within the EAME region.• Responsible for development and support staff delivering both packaged and in-house developed solutions in a multi-hardware platform environment.• Experience in collaborating with key managers regarding the planning of system outages affecting production systems.

• Acting as the first point of contact for IT Support (1st and 2nd line) to end-users in the EAME region.• Project member for the roll-out of Lotus Notes (e-mail) within the EAME region.• Responsible for coordinating the millennium project within the EAME region.

At the time I worked for this company there were only about 10 people working there. My responsibility was to act as the first line of support to the customers.

Started working in the accounting department, responsible for credit control. Moved to the HR department being responsible for the HR software package.