Steven Naessens Email & Phone Number

Andalusia, Spain

Brighton, England, United Kingdom

Brighton, United Kingdom

Brighton, United Kingdom

American Express Global Business Travel – global leader of providing business travel for major companies across the world5000 Employees across EuropeDecember 2014 – Present (contract job ending soon)Key Achievements:• In my short space I successfully moved 15 Belgian people from the office to their own home.• I was going to be in charge of moving the German office workers from an office environment to their own home but that project fell through that why my contract is ending. • Forging bonds with suppliers and team leaders on the ground, being the mediator to make sure that supplies of hardware were up to date and enough.Responsibilities:• Project managing the sending home of office workers in the Benelux and Germany.• Ordering hardware from various suppliers like laptops, peripherals, telephones and headsets.• Ordering of telephone and broadband lines in the users’ native country and following this up with user and company to insure all work was carried out correctly and in time. • Making sure the hardware was installed in delivered to their home address.• Following up with the user to ensure they were able to work from home.• Being first point of contact for any issues the home worker has regarding their telephone, broadband or laptop.

Brighton, United Kingdom

Pure360 – provider of email marketing software, who’s client include Rightmove, Innocent Smoothies and Cosmopolitan magazine100 Employees; 1,200 customersJun 2012 – March 2014Key Achievements:• Suggested a standardised “email response template” to reduce time spent writing emails and allowing team members more time to investigate issues• Create my own ticket workflow (as there were no guidelines on how to manage the queue) – prioritising tickets based on urgency and importance, with a daily exception report for un-auctioned tickets• Organised meetings with the Sales Department to educate them on which CRM applications can integrate with Pure360’s software, using existing APIs – with the aim of reducing “over-selling” by sales staff• On average, completed 90 tickets per week, compared to the team average of 60 per week• Achieved a post-ticket-close satisfaction rating of 95% – the score for the team, as a whole, is 80 – 85%Responsibilities:• Answering calls, investigating and resolving tickets• Pro-actively following up customer queries• Account management including identifying at risk customers and customer retention• General support of both desktop and web-based email clients

Training of new and existing team members.Ticket quality - checking if the tickets the team are sending out to engineers are up to standard and scoring them accordingly.Customer satisfaction - calling users back about the experience they had with the helpdesk. Monthly reporting on the satisfied and dissatisfied customers. Escalating problems that not meet their SLA. Setting and implementing new projects in the helpdesk and Amex.Assisting the team with queries and questions about the problems they have on the phone with customers.Dealing with difficult users on the phone when analysts require my assistance. Making sure processes, procedures and SLA's are followed.Updating and making new training packs in different Office applications. Checking and dealing with high severity tickets.

Direct contact with the user for American Express for all European markersLogging tickets for problems and sending them to appropriate resolver groupsMinor problem solving over the phone

Direct contact with the user for ICI for all European markets Remote control of users computer for minor problems for different applications Responsible for updating the knowledge databaseContact with local IT if no resolution could be found over the phone

Managing of packaging materials (contracts, order, administration, invoicing)Managing of equipment, machines and spare parts (contracts, invoicing)Responsible for the Russian, Romanian, Bulgarian and Moldovan markets

Processing orders into SAP that come via fax or telephoneDealing directly with customers and marketing company who have questions about the ordersResponsible for the German market and helping out with European markets

Education record

Diploma equally to English a-levels including Dutch, French, German, English, mathematics and other courses

Education record

Studying Commerce including languages

Education record