Current mission:● Improving the CX strategy within within the department 'valuable customer contact' including customer service, advice and complaints across multiple channels.● Analysing customer data and developing qualitative insights.● Amplifying the voice of the customer and customer service colleagues within the organisation to drive impactful prioritisation.● Designing & improving existing or new journeys and making them manageable to minimize avoidable contact and improve desired contact.● Making CX more measurable for continuous improvement.● Always striving to find the sweet spot between business, employee and customer objectives.

Responsible for several R&D initiatives such as:- Improving the quality of the employee journey with a focus on digital- Bridging the gap between the business, IT and the end user- Finding requirements for IT and translate these into user stories- Building and testing prototypes for new features with Adobe XD (UX)- Monitoring consistince in products that are presented to new leads- Contributing to the design of effective communication in presentations- Coördinating initiatives with recruitment and marketing that influence the journey- Querying data with SQL to provide insights for R&D projects and other stakeholders- Building dashboards in Tableau- Creating surveys for clients and employees- Improving KPI's Achievements I am most proud of:1. Worked together with IT to build a Business Intelligence team from scratch that replaced many traditional sources of information by Tableau dashboards.2. Created the first building stones for a journey ecosystem that will ensure a human centred HR approach in the future.3. Introduced Design Thinking as a new philosophy of approaching problems in the organisation.

Whilst writing my thesis for my Bachelor studies I was given the opportunity to build up a new office in Rotterdam for Fonky.My responsibilities consisted mainly of:- Coördinating recruiting activities to recruit new employees- Managing the onboarding for new employees- Managing sales teams for two different brands- Sales activities for brands such as 'Mediahuis Nederland', 'Goede Doelen Loterijen'. - Training and coaching new employees in the area of field marketing- Planning and booking locations for sales activities- HR related administrative work in our ERP software package- Office management tasks

Part time job next to my bachelor studies.- Event and door to door sales activities for different brands - Training and coaching new employees

Graduation internship for my bachelor studies. "How can Fonky use virtual reality to train new employees and simultaneously decrease fear for their first day at work?". Based on qualitative user research a VR prototype was created in WondaVR which was tested thoroughly.

Internship during my bachelor studies.- Managed social media activities- Set up facebook advertisements- Create visual artwork for social media- Created a concept for a new website - Created a digital ticket system for summer festival