•Data analysis•Provision of management information

•Process Improvement•Data analysis•Improvement of call center KPI's•Improvement of Workforce Management KPI's

Finalized my study International Business and Management studies within a fast track program.Diploma achieved in January 2013

•Implementation of new processes in order to improve customer satisfaction. (I.e. online planning tool for technical disruptions, new customer portfolio, customer profiling in the IVR, self service menu’s)•Full service offering and creation of upsell opportunities to specific customer segments with low NPS scores•Realization of quality and efficiency improvements in order to enhance Csat and NPS and to reduce churn•Cross-departmental projects with Marketing, Billing, Sales, Customer Service, Networking Services and Procurement

Project Manager, Dell Inc. EMEA (till august 2009)•Managing an EMEA team to offshore order processing activity to a low cost location (Casablanca, Morocco) in order to reduce the cost per order •15% Opex reduction on order processing activity in Casablanca, primarily focusing on customer satisfaction, productivity and order velocity.•Making forecasts and capacity plannings for order processing teams•Fraud prevention from a customer and employee perspective (i.e. credit card fraud, revenue recognition fraud)Dell Inc., EMEA Northern region (till Dec 2007)•Project leader of an EMEA project focusing on sales effectiveness and customer experience for the EMEA Northern region (Scandinavia and Benelux)•After 2 quarters online purchasing had increased by 20%•18% Opex reductions by usage of online and improved customer satisfaction•BPI mentor training completed-Mentoring Green belt for Finland•Advanced Green Belt training completedDell Inc., EMEA (till March 2007)•Project leader of a pan EMEA project to increase customer experience & sales productivity for low value orders through online purchase or specialist sales queues.•After 1 quarter online purchasing had increased by 18% & specialist sales usage increased by 40%. Subsequent results delivered 50% increase in specialist sales usage for the targeted markets & improvements in online purchasing.•Primarily focusing on UK, France and Germany, these operational teams were respectively based in India, Morocco and Slovak Republic.Dell Inc., EMEA (till Aug. 2006)•Process improvement for enterprise products (servers, storage, networking solutions) for EMEA primarily focusing on global and corporate accounts.•Working with sales, marketing, finance and order processing teams to improve customer satisfaction, margin and reduce cost.

•Data gathering/ analysis and program implementation to reduce the costs of the Missing, Wrong, Damaged and Returns (MWDR metric). For the Benelux region-Worked with sales, finance, logistics and order processing teams to improve customer satisfaction, processes and individual MWDR Performance, which led to increased customer satisfaction.-Worked with Marketing to make process/infrastructure changes to improve Quality.-Implemented various quality checks/ fraud prevention, e.g. credit notes, order validation, margin leakage-Interacted with other BU’s to understand differences and implement best practices.-Three quarters in a row best of breed in EMEA

•Selling computers to customers on a target basis (2.5 million$ within a year)

•Selling CRM software to medium business customers•Organizing seminars •Performing sales outbound calls •Qualifying leads•Monitoring complex sales tracks

•Documented, formalized and standardized working procedures based on qualitative and quantitative analysis•Improvement of car distribution processes