Yoep Duinkerken Email & Phone Number

Amsterdam, North Holland, Netherlands

I built the Customer Success department from scratch including:- an omni channel customer service infrastructure- the knowledge base, for different user types and stakeholders- implemented an adoption and growth strategy through a maturity model, cross -and up selling- a success KPI framework- hiring and building a team of CSMsIn addition, I also am responsible for Product Ownership/Management, including:- defining the company wide product strategy- realizing product innovation with both internal and external stakeholders- managing the development team- sprint planningIn this role I work directly with the C-suite (MT) and the founders

Zurich, Switzerland; Utrecht, Netherlands

A leadership role including:- designing and executing personal development plans for team members- driving efficiency throughout the customer service department- setting up a customer success strategy for new and existing customers- optimizing the customer onboarding process- designing and executing a customer-first customer lifecyle- developing retention, upselling and cross-selling best practices- defining and improving success KPIsIn this role I worked directly with the C-suite (MT)

Amsterdam, North Holland, Netherlands

Barcelona En Omgeving, Spanje

Liaison between guests and partner hotels

Phuket, Thailand

Copenhagen Area, Denmark

Leiden

Consulting on insurance policies, resulting in positioned solutions, tailored to the customers needs.

Bachelor'S Degree, International Business Administration

Activities and Societies: - Nominee of ABN AMRO's Best App Award 2018 - Winner of Ricoh International's "Strategic Crossroads" marketing.

Multi-Language Year

Learning two languages in three countries over the course of ten months: - Five months in Los Angeles, USA; English - One month.

Vwo Diploma, Economie En Maatschappij