Terry Van Der Veen Email and Phone Number
Terry Van Der Veen work email
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Terry Van Der Veen personal email
Experienced Program Manager with 14 years experience in Customer Service.I create and lead worldwide programs to optimize processes and reduce cost.I am a certified Net Promoter Score associate and PRINCE2 Practitioner.
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Team Lead ProjectmanagementIdealo Internet Gmbh Sep 2023 - PresentBerlin, Germany -
Senior Program Manager, ModerationAmazon Apr 2020 - Feb 2023 -
Senior Program Manager, Digital&Device Customer ServiceAmazon Jun 2017 - Apr 2020Berlin Area, GermanyAmazon WW Customer Service for Digital and Devices.I lead the program responsible for cost reduction for Amazon CS. My team initiates and manages programs to reduce Concession cost, Average Handling Time and internal transfers.
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Eu Program Manager ConcessionsAmazon Jul 2016 - Jun 2017Berlin Area, GermanyAmazon EU Customer Service, Program Manager responsible for reducing Concession cost.I own the EU Roadmap for concession reduction. My team owns the defect metric and implementation of concession projects. I work with various stakeholders like Transportation and the Retail organization to track defect reduction projects.
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Eu Program Manager Repeat Contact RateAmazon Jan 2016 - Jun 2016Berlin Area, GermanyAmazon EU Customer Service, Program Manager responsible for reducing repeat contacts.Repeat Contact Rate was a new metric for Amazon CS. I have created the EU Program roadmap and reporting structure, and created a virtual team of local program managers to drive repeat contact reduction.
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European Concessions Program ManagerAmazon Nov 2014 - Jan 2016Berlin Area, GermanyProgram manager in Customer Service, responsible for the concession reduction program in EU.With my team, I am responsible for metrics reporting and delivering savings by reducing customer impacting defects.
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Emea Service Delivery Manager - O365 Customer ServiceMicrosoft Mar 2014 - Oct 2014Service Delivery Manager O365 supportResponsible for pre-sales, retention and billing support for Microsoft O365 cloud customers. -
Emea Service Delivery Manager - Volume LicensingMicrosoft Jan 2014 - Oct 2014Service Delivery Manager for Volume Licensing support & License QResponsible for delivery of support for EMEA Microsoft Volume Licensing customers and Microsoft internal licensing queries.Program management, EMEA licensing SME and vendor management (100 agents)Achievements:- Implementation of support for new licensing portal in EMEA- Merging of 2 support lines to improve customer experience and reduce cost for Microsoft
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Service Delivery Manager Dutch And Nordics, Emea ConsumerMicrosoft Feb 2011 - Jan 2014Service Delivery Manager for Dutch, Scandinavian, South Eastern Europe and Arabic markets.Responsible for end-to-end Consumer Support quality. Working with 3 vendors, total headcount 250 agentsChannels: phone, E-mail, chat, forum, social mediaAchievements- Managed multiple vendor migrations, bringing new sites within quality and operational framework- Implemented pilot for new support model in Dutch market. Received an award for this project “Great People, Great Performance”- Incorporated sales function within Customer Service and Technical support oriented vendor sites
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Service Delivery ManagerMicrosoft Feb 2008 - Feb 2011Service Delivery manager for Dutch and German marketsResponsible for Customer Services for Consumer and Commercial customersManaging 1 vendor, total headcount 70 agentsAchievements:- Migration of German business to mid cost labor market with no impact on Customer Satisfaction- Work stream owner for EMEA wide cost saving initiative, saving €1M per year while improving customer experience
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ManagerSitel Gmbh Feb 2004 - Feb 2008Microsoft project at Sitel
Terry Van Der Veen Skills
Terry Van Der Veen Education Details
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Aeronautical Engineering -
Thomascollege
Frequently Asked Questions about Terry Van Der Veen
What company does Terry Van Der Veen work for?
Terry Van Der Veen works for Idealo Internet Gmbh
What is Terry Van Der Veen's role at the current company?
Terry Van Der Veen's current role is Manager program and project management.
What is Terry Van Der Veen's email address?
Terry Van Der Veen's email address is te****@****live.nl
What schools did Terry Van Der Veen attend?
Terry Van Der Veen attended Delft University Of Technology, Thomascollege.
What skills is Terry Van Der Veen known for?
Terry Van Der Veen has skills like Outsourcing, Cloud Computing, It Service Management, Service Delivery, Sharepoint, Change Management, Itil, Call Center, Program Management, Service Management, Microsoft Technologies, Service Desk.
Who are Terry Van Der Veen's colleagues?
Terry Van Der Veen's colleagues are Chinmay Deshpande, Maik Künnemann, Aleksandra Zonis, Christian Anthony Chua, Shorena Adlung, Axel Emanuel, Jessica Kiefl.
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terence van der veen
South Africa -
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