CARMEN Automotive BDC

Operationeel directeur

CARMEN Automotive BDC is hét Klant Contact Center (KCC) voor bedrijven die actief zijn in de autobranche in Nederland. CARMEN heeft als doel om samen met jou het klantcontact beter te maken. Dat kan telefonisch, vanachter het beeldscherm of via de helpdesk. CARMEN Automotive BDC is er honderd procent voor jou en garandeert:

100% opvolging
100% accountability
100% gericht op automotive

CARMEN werkt voor onder meer dealers, dealerholdings en importeurs, steeds met het bereiken van de klanten als doel. Daarvoor worden alle relevante communicatievormen gebruikt die beschikbaar zijn: chat, WhatsApp en andere direct messaging tools. De telefoon, het meest effectieve communicatiemiddel, wordt ook ingezet door meer dan vijftig toegewijde, op de autobranche gerichte sales experts.

Operationeel manager

SOS International

SOS International is the largest independent emergency center in the Netherlands. Our emergency services are available 24 hours a day, 7 days a week to help people in unforeseen situations. Think of a broken key in the lock, illness or injury abroad, and breakdown or damage on the road. No task is too big for us. SOS International provides the right help, both in the Netherlands and far beyond.

SOS International is part of CED. CED has a clear mission: we protect and preserve what is of value to people. With over 1,500 employees in 14 countries, we deliver on that promise. The strength of CED lies in its integrated offer: from prevention, emergency assistance, damage treatment to recovery. That makes CED a full-service provider. Or rather, to a value specialist.

Client teammanager

VANAD Group

Operations Manager

Within VANAD Group, a wide variety of internationally operating companies work closely together on one assignment: adding value and competitive advantage in the field of Customer Experience, so that our customers can distinguish themselves in their market. We develop and use creative and innovative technology for this. As a means; never as a goal in itself. In an increasingly deeper digitizing world, we always keep an eye on the people in the middle. Because that is where the real distinction lies.

sr. Team Lead

HousingAnywhere.com

We change the way people find accommodation around the world

Housing Anywhere is a housing platform where people can rent out rooms to international students. It originally started as a platform where outgoing exchange students can rent out their rooms when they go abroad. Incoming exchange students can rent these rooms. Nowadays, it's a global platform where demand & supply of rooms for international students meet each other.

Head of Customer Solutions

Webhelp

We run a outbound sales project for one of the largerst media companies in the Netherlands with the broadest, most diversified and leading portfolios. They hold a strong marketing position in all parts of the media industry: magazines, television, concerts, customer media, e-commerce sites and apps.

Overview:
• Providing communication- and product knowledge training to enhance the skills of the call center advisors.
• Coaching of the call center advisors to ensure the quality of the calls.
• Monitoring, managing and reporting the KPI's to the Client Manager
• Conducting progress-, correction-, and exit interviews with employees

Team Manager

Nederlandse Energie Maatschappij

Supervisor Quality & Compliance:
As a compliance analyst I currently oversee, monitor and report the results of the compliance and ethics efford and provide advise on matters relating to compliance to management.

It is my job to ensure the quality of our cold acquisition outbound phone calls.  Therefore all new employees are subjected to elaborate training concerning compliance before making phonecalls on behalf of NLEnergie. All call agents remain supervised after training, to maintain the highest possible compliance rates, by a team of honorable quality agents, whom I manage. We secure the quality by analyzing conversations between the call agents and the prospects furthermore we coach call agents as a result of this analysis. 
We provide our agents with ongoing development training and coaching (on the job) and all are notified of major and minor notable compliance changes, as needed in the dynamic world of telemarketing. 
Besides general compliance for outbound callagents, we also strictly monitor inbound agents on their communication skills and techniques. I provide these callagents with comprehensive training about etiquette, resistance and conversation structure.

Overview:
• Monitoring the quality of our telemarketing department.
Both on the basis of laws and regulations and service towards our customers.
• Training of advisors and supervisors on knowledge of the laws and regulations regarding telemarketing and training of communication skills.
• Coaching and evaluation of advisors on their communication skills

Sales Trainer:
I also provided both new and already seated agents with advanced salestraining. My goal was to  nourish core competencies and creativity so that the sales agents can create their own path for a succesful sales pitch.
A glimps of the topics:
- Small Talk
- Social Typologies
- Listening Skills
- Resistance training

Supervisor Quality & Compliance

This must have been the most diverse and challenging position I’ve had . We ran a variety of projects; from acquisition to customer service and even credit control. I had the liberty to recruit and train my own employees. Within only a couple of weeks I was able to build a team that acted as an alliance. Our motto? “Service and Quality before everything.“

Overview:
• Responsible for 20 call center advisors (12FTE)  2 assistant supervisors (2FTE) and 1 trainer (1FTE)
• The department runs several projects:
   -o Customer Service (Inbound)
   -o Retention Desk (Inbound / Outbound)
   -o Accounts receivable (Inbound / Outbound)
   -o Acquisition (Inbound / Outbound)
• Providing communication- and product knowledge training to enhance the skills of the call center advisors.
• Coaching of the call center advisors to ensure the quality of the calls.
• Monitoring, managing and reporting the KPIs to the Marketing & Sales Director
• Conducting progress-, correction-, and exit interviews with employees

Supervisor Sales Care

Between 2005 and 2009, the Nederlandse Energie Maatschappij distinguished their selves from other energy suppliers as the largest prizefighter in the Dutch telemarketing branche. My department was responsible for monitoring the quality of  our sales. We monitored approach and communication towards our prospected costumers. My team listened and inspected each voice logging and made sure they matched our quality and compliance demands.

Overview:
• Managing 15/20 agents that maintain constant quality of our external sales parties (mostly call centers) who are performing acquisition campaigns for the Nlenergie to acquire new customers. The agents monitor voice logs, all sales calls and customer data from each sale made.
• Recruiting, training, evaluating, coaching and guiding employees.
• Controlling external sales parties by providing them with feedback of point for improvements and by elaborating and smoothing hate points.
• Ensuring the quality of sales made by external sales parties. (Good and honest acquisition)

Teamleader Sales Support

BV Fairmount

During this period,  I was the treasurer of basketball organisation, BV Fairmount. Some of my duties as a treasurer were;
•	Confirm contributions
•	Financial administration
•	Financial management
•	Report to the board
•	Identify and manage potential financial risk

Treasurer

UPC Nederland

Overview:
• Retaining customers who intend to terminate their contract with us
• Processing of escalation points (seriously escalated customer problems concerning technical faults / problems with invoices / customer satisfaction.)

Customer Retention Representative

Aeroporto Internacional di Amilcar Cabral (ASA)

IT System Administrator (internship)

“If you believe it will work out, you’ll see opportunities. If you believe it won’t, you will see obstacles”

- Dr. Wayne W Dyer

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