Dynamic and results-driven Executive Board Member with over 20 years of experience in managing and optimizing large-scale call center operations across diverse regions including Benelux, Spain, Bulgaria, Suriname, Morocco, and Turkey. Proven expertise in aligning regional goals with global mission and vision, driving operational excellence, and leading strategic initiatives that enhance performance, customer satisfaction, and revenue growth. Adept at leveraging advanced technologies and innovative solutions to streamline processes and improve key business metrics.• Scope: Responsible for the operational performance of an 6,000-seat call center spread across Benelux, Spain, Bulgaria, Suriname, Morocco, and Turkey.• Strategic Leadership: Spearheaded the operational and strategic direction, overseeing day-to-day operations, budgeting, and resource allocation.• Customer Satisfaction: Implemented advanced analytics and AI-driven solutions, leading to a 20% increase in customer satisfaction scores and a 15% reduction in average handling time.• Workforce Optimization: Drove a comprehensive workforce optimization strategy, improving employee engagement and reduce costs.• Technology Integration: Led the successful integration of a cloud-based CRM system, enhancing data accessibility and operational flexibility.• Multi-Location Management: Managed operations across multiple locations, supporting over 8,000 employees in delivering exceptional customer service.• Operational Efficiency: Enhanced operational efficiency through process re-engineering, achieving a 10% reduction in operational costs.• Performance Management: Implemented performance management systems that improved key metrics, such as first-call resolution and customer retention.

As the Country Director NL/SP/SUR at Yource Group, I was responsible for managing the P&L of Managed Insourcing and Outsourcing activities across three countries. I led a team of professionals to drive operational efficiency, foster strategic partnerships, and deliver exceptional client satisfaction. Through my leadership, we achieved a 15% increase in revenue and implemented cost-saving initiatives to improve profitability.

In my role as Board Member (Treasurer) for the Customer Service Federation at Klanten Service Federatie, I played a pivotal role in managing financial operations, advocating for the sector in politics, and leading research initiatives to drive industry growth and knowledge.

As the CEO at Cendris Customer Contact, I spearheaded the development of a new mission statement, business strategy, and culture values, resulting in a 100% increase in turnover and 10% increase in customer satisfaction. I led a team of 2500 employees across Benelux, Spain & Surinam, focusing on Business Process Outsourcing for top 150 Corporates on Customer Service.

As the Director Customer Service Operations at PostNL, I was responsible for driving the PostNL Customer Service Strategy and implementing a central Customer Service platform. I successfully led the consolidation of PostNL Customer Service departments and implemented a standardization program to enhance efficiency and customer satisfaction.

Responsible for Customer Service of PostNL PostNL Mail & Parcels Consumers/Soho. Main challenges; the formulation of the Customer Service Strategy, Vision & Policy, the integral management of the Mail and Parcels customer service team (Call, Mail, Webcare, Virtual avatar Noor), streamlining of the client process and the increase of the customer satisfaction & customer value. Focus Areas: Social Media (Webcare), Content Management, Lean Six Sigma, Roll Out Salesforce and Radian6.

Responsible for Customer Service activities within PostNL Parcels and the Outsource contract. Main tasks: the formulation and implementation of the Customer Contact Strategy, optimization of the total Service organization, focus on improvements of all CS processes and procedures aimed at customer satisfaction, selection and implementation of ICT systems and self-service for customers of PostNL Parcels.

• Managed team of Corporate Account Managers at Cendris PostNL, ensuring uniform customer processes across multiple locations.• Developed revenue and profit with existing clients, exceeding targets by fostering strong relationships with Corporate Accounts.• Led operational customer teams to deliver exceptional service, resulting in increased customer satisfaction and retention.

Responsible for two strategic accounts in Telecom (350 fte). Activities; formulate and controll kpi's, management of operational customer teams, optimizing customer processes through initiating improvementprogramms. Develop customer relations and expanding business.(e.g. cross/upsell, retentie, chat, social media).