As a CRM program manager, I was leading a global CRM implementation with a team of 12 members consisting of project managers, business analysts, developers and database analysts. My role covered all the stages in the software development lifecycle (SDLC), from completing the vendor selection, building a team and developing & implementing the first version of CRM in 15 pilot schools.Project experience:• Headed a large scale, global CRM program with a 2M+ USD dollar annual budget•… Show more As a CRM program manager, I was leading a global CRM implementation with a team of 12 members consisting of project managers, business analysts, developers and database analysts. My role covered all the stages in the software development lifecycle (SDLC), from completing the vendor selection, building a team and developing & implementing the first version of CRM in 15 pilot schools.Project experience:• Headed a large scale, global CRM program with a 2M+ USD dollar annual budget• Managed a global team of developers, BAs and project managers to design, develop & rollout SFDC in 10 different countries across 3 continents using agile project management methodologies• Design & implementation of a globally standardized workflow in Admissions- and Marketing teams• Managed full software development lifecycle from requirements gathering to implementation in pilot schools on a green-field CRM implementation• Defined customer journeys, a Roadmap and MVP for a Marketing Cloud implementation together with a taskforce of different marketing executives• Managed an end-to-end vendor selection and contracting project for a five-year Salesforce contract Show less

As a Salesforce project manager, I was part of an in-house consulting team that delivered Salesforce.com implementations and consulting throughout the Asia region. Project experience:• Managed Service Cloud implementations in Singapore and Kuala Lumpur in contact centers ranging from 10 to 200 seats• Led an internal assessment of a Center of Excellence and SFDC technical build with a technical improvement plan of their SFDC technical build and a process to set up a Center of… Show more As a Salesforce project manager, I was part of an in-house consulting team that delivered Salesforce.com implementations and consulting throughout the Asia region. Project experience:• Managed Service Cloud implementations in Singapore and Kuala Lumpur in contact centers ranging from 10 to 200 seats• Led an internal assessment of a Center of Excellence and SFDC technical build with a technical improvement plan of their SFDC technical build and a process to set up a Center of Excellence Show less

Project Manager Salesforce for the Advantage channel in Europe. • Setting up Scrum development team for continuous development of SFDC• Green field solution design and development following Agile methodology• Implementation of SFDC in Business Units across Europe as part of a European-wide process standardization program• Design Training Curriculum for Super Users and End Users• Building of a Super User community

Oil & Gas company• Project management of Siebel implementation and training delivery• Siebel training to super users and support trainers towards end user training for different countries• Process design of Sales, Service and Marketing processes in Siebel

Management consultancy in the field of CRM with a specialization in Customer Service management.

Management of call center and customer service team, within the international scope of this car manufacturer. Maintaining and optimizing customer interaction, increase customer satisfaction and building customer loyalty.

Junior Consultant CRM in the financial services domain. Project experience in developing a knowledge management tool for a large Dutch insurer.