Responsible for customer research (including NPS steering), and market research for KPN B2C

My mission is to help our company understand better how our customers feel, think and behave, and to make sure we act accordingly; so we create te best possible experience.Responsible for our Voice of the Customer program for KPN Consumer Market. Some challenges I work hard on with my team:- Make giving feedback easier, more enjoyable and more rewarding for our customers- Gain clear insights on customer perception across our top customer journeys- Have an insight on the delta's of our intended (designed) customer journey to the perceived customer journey by our customers.- A combined view and steering of Perception Metrics (effectiveness, ease, engagement), with Descriptive Metrics and Outcome Metrics- Steering on the top drivers of our overall Brand NPS as reported to our shareholders- Make CX-expertise and tooling widely available for all our employees

Voice of the Customer specialist; advising KPN in business disciplines Customer Understanding & Measurement. Main focus on implementing new and inspiring ways of communicating 'the customers point of view' in our business. Transforming the way we listen to what our customers really tell us.

Department: KPN Customer Contact Center, businessline Customer Service Residential. Balanced Business Goals: Improve Customer Satisfaction, Controll Costs, Provide Value (Maximazing Sales opportunities), make our employees happy (and proud).Integral responsibility for performance on all inbound service calls, as well as financial accountability. Managing 8 teamleaders and 7 coaches, with an indirect span of controll of 150 agents. Most notable achievements:- An uptake of +20% NPS within two years - Merging mobile with residential contacts on our 24/7 helpdesk-team

Responsible for service contacts within KPN-brand Telfort. In this function I was the link between KPN/Telfort and our sourcing partners Teleperformance and Sitel. On one half I was controlling and managing the operational and contractual performance of our sourcing partners on behalf of KPN. On the other half I was single-point-of contact for all issues and changes from our sourcingpartners towards KPN. Side projects were an outsourcing project from Telfort to Sitel, and a Back-to-front project.Achievements: - Building up a good professional relationship with our partners- Introduced a Steps-to-Milestones steering at both our partners as well as KPN Mobile- Financial results on target, increased customer satisfaction (most notably a significant uptake in FCR, due to an improvement in business processes with the help of Lean6Sigma approaches). - Empowered first line Telfort Mobile customer service (back-to-front). Decreased tickets to back-office.

Responsible for all custumor complaints of KPN Mobile (KPN / Hi). Managing team of 5 back-office teammanagers, with indirect 60 agents. Achievements:- Increased efficiency by 40% within one year (introduced daily start-up meetings, made a change from handling complaints by tickets to handling them directly (warm) connected by phone).- Introduced hard discipline on lead time of handled complaints.- Decreased customer complaints by 30% in one year. (Mostly due to introducing well functioning feedbackloop to first line).- Improved customer- and employee satisfaction

Managing team of 15 customer complaint employees. Fixing problems and making our customers (consumer market Mobile and Residential) happy again.