Pareto Commerce

As the founder and lead consultant at Pareto Commerce, I've been at the forefront of business and digital transformations for mid-sized retailers, wholesalers, brands, and software/service providers in the Benelux and DACH regions. Utilizing the 80/20 principle and Agile methodologies, we offer a unique blend of efficiency and adaptability.

𝗪𝗵𝘆 𝗕𝗿𝗮𝗻𝗱𝘀 𝗶𝗻 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗮𝗻𝗱 𝗗𝗔𝗖𝗛 𝗖𝗵𝗼𝗼𝘀𝗲 𝗣𝗮𝗿𝗲𝘁𝗼 𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲:

﹒80/20 Principle Expertise: Specialized in leveraging the Pareto principle to deliver high-impact results with minimal effort.
﹒Agile Approach: Employ Agile methodologies to ensure flexibility, responsiveness, and timely delivery of solutions.
﹒Customized Solutions: Provide tailored transformation plans that align with each client's unique needs, market conditions, and business objectives.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Business Transformation: Led multiple clients through comprehensive business transformations, resulting in streamlined operations and increased profitability.
﹒Digital Transformation: Orchestrated digital initiatives that modernized client businesses, driving digital revenue growth and enhancing customer experience.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Associates Model: Operate with a core team of 2 digital & business transformation consultants and a business analyst, supplemented by local subject matter experts from my extensive global network. This enables us to form agile teams of 2-5 people tailored to each project's needs.
﹒Collaborative Culture: Built a culture of innovation and efficiency, empowering teams to focus on high-impact activities that drive business growth.

In this role, I've applied my strategic thinking and problem-solving skills to help clients navigate complex challenges and achieve their business objectives. Pareto Commerce has become a trusted partner for merchants seeking to optimize their operations and embrace digital transformation in the Benelux and DACH regions.

eCommerce onsultant

TT Raceworld

I'm helping to streamline the daily operations of TT Raceworld by focussing on the elements People, Process, Data and Technology.

Fractional CMO

Shopware United

As a Co-founder and Board Member of Shopware United, I played a pivotal role in shaping the organization from its inception. Shopware United serves as an independent platform that brings together developers, agencies, and customers to foster innovation and collaboration within the Shopware ecosystem.

𝗪𝗵𝘆 𝗖𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗔𝗰𝗿𝗼𝘀𝘀 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗮𝗻𝗱 𝗘𝗠𝗘𝗔 𝗘𝗻𝗴𝗮𝗴𝗲𝗱 𝘄𝗶𝘁𝗵 𝗦𝗵𝗼𝗽𝘄𝗮𝗿𝗲 𝗨𝗻𝗶𝘁𝗲𝗱:

﹒𝗘𝗰𝗼𝘀𝘆𝘀𝘁𝗲𝗺 𝗦𝘆𝗻𝗲𝗿𝗴𝘆: Created a platform that serves as a nexus for all things Shopware, from development to marketing, thereby strengthening the overall Shopware ecosystem.
﹒𝗧𝗵𝗼𝘂𝗴𝗵𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Positioned Shopware United as a thought leader in the e-commerce space, providing valuable insights and resources to the community.
﹒𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Developed and executed community engagement strategies that led to a robust and active Shopware community.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Successfully launched the platform, attracting a significant number of members within the first few months.
﹒Organized and hosted webinars, workshops, and events that drew high levels of participation and engagement.
﹒Facilitated partnerships and collaborations within the Shopware ecosystem, contributing to the growth and success of various stakeholders.

Board Member & Co-founder

shopware AG

When I joined Shopware, the Benelux region was ripe for transformation. Over the course of three years, we achieved a remarkable 67% increase in total revenue and an 88% uptick in license sales—a testament to the power of localized strategy and team empowerment.

𝗪𝗵𝘆 𝗖𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗶𝗻 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 & 𝗕𝗲𝘆𝗼𝗻𝗱 𝗖𝗵𝗼𝗼𝘀𝗲 𝘁𝗼 𝗣𝗮𝗿𝘁𝗻𝗲𝗿 𝘄𝗶𝘁𝗵 𝗦𝗵𝗼𝗽𝘄𝗮𝗿𝗲:

・𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗩𝗶𝘀𝗶𝗼𝗻: Pioneered the "region approach," leveraging local language, marketing, and partnerships to resonate with the Benelux market. The result? A surge in customer engagement and a 20-30% increase in winning complex deals.
・𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗖𝗲𝗻𝘁𝗿𝗶𝗰𝗶𝘁𝘆: Recognized the need for a Professional Service Unit in Benelux, implemented it, and later played a key role in the global rollout. This wasn't just a service; it was a game-changer for our clients.
・𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 & 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Contributed to the go-to-market strategy for the Professional Service Unit, defining roles, tasks, and long-term strategy. Also, served as a board member for Shopware United, influencing the company's direction.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

・Exceeded sales and turnover targets, with a keen eye on KPIs.
・Co-developed and executed a robust marketing strategy for the Benelux region.
・Played a thought leadership role, creating content that resonates with our audience.
・Coached the team on new sales and management approaches, including the 80/20 rule, to optimize performance.

Regional manager Benelux

During my 7-month tenure as a Brand Ambassador for Shopware AG, I was instrumental in laying the groundwork for the company's expansion into the Benelux and broader EMEA regions. I served as the face and voice of Shopware, focusing on building brand awareness and establishing key relationships.

𝗪𝗵𝘆 𝗖𝗼𝗺𝗽𝗮𝗻𝗶𝗲𝘀 𝗔𝗰𝗿𝗼𝘀𝘀 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗮𝗻𝗱 𝗘𝗠𝗘𝗔 𝗘𝗻𝗴𝗮𝗴𝗲𝗱 𝘄𝗶𝘁𝗵 𝗦𝗵𝗼𝗽𝘄𝗮𝗿𝗲:

﹒𝗖𝗼𝗺𝗺𝘂𝗻𝗶𝘁𝘆 𝗕𝘂𝗶𝗹𝗱𝗶𝗻𝗴: Initiated the first steps in creating a Shopware community in the Benelux region, laying the foundation for future community engagement strategies.
﹒𝗘𝗰𝗼𝘀𝘆𝘀𝘁𝗲𝗺 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗺𝗲𝗻𝘁: Began the process of identifying and engaging potential technology partners and plugin manufacturers in the Benelux and EMEA regions.
﹒𝗟𝗼𝗰𝗮𝗹 𝗠𝗮𝗿𝗸𝗲𝘁 𝗔𝗱𝗮𝗽𝘁𝗮𝘁𝗶𝗼𝗻: Conducted market research to tailor Shopware's approach to the specific needs and opportunities of the Benelux market.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Actively participated in industry events, effectively raising Shopware's profile in the Benelux region.
﹒Developed initial content strategies aimed at positioning Shopware as a thought leader in the e-commerce space in Benelux.
﹒Conducted workshops and training sessions, educating potential clients and partners about Shopware's offerings.

Shopware brandambassedor

SupportDesk B.V.

As a Digital Transformation Consultant at SupportDesk, the leading Shopware and Magento support organization in the Benelux, I was at the forefront of guiding businesses through the complex journey of replatforming. Specializing in Magento 1 to Magento 2 or Shopware 5 transitions, I was the go-to expert for merchants seeking to modernize their e-commerce platforms.

𝗪𝗵𝘆 𝗠𝗲𝗿𝗰𝗵𝗮𝗻𝘁𝘀 𝗔𝗰𝗿𝗼𝘀𝘀 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗮𝗻𝗱 𝗘𝗠𝗘𝗔 𝗖𝗵𝗼𝘀𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁𝗗𝗲𝘀𝗸 𝗳𝗼𝗿 𝗥𝗲𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺𝗶𝗻𝗴:

﹒𝗘𝘅𝗽𝗲𝗿𝘁 𝗚𝘂𝗶𝗱𝗮𝗻𝗰𝗲: Provided in-depth consultations to over 20 merchants, helping them make informed decisions on whether to transition to Magento 2 or Shopware 5.
﹒𝗘𝗻𝗱-𝘁𝗼-𝗘𝗻𝗱 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝗼𝗻: Took charge of the complete replatforming process for over 10 merchants, ensuring a seamless transition with minimal business disruption.
﹒𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 & 𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗶𝗮𝗹 𝗜𝗻𝘀𝗶𝗴𝗵𝘁: Leveraged SupportDesk's expertise in both technical and commercial aspects to deliver holistic solutions that aligned with business objectives.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Successfully executed over 10 replatforming projects, contributing to a 20-25% increase in operational efficiency for the clients involved.
﹒Developed a comprehensive replatforming guide that became the standard framework for SupportDesk, improving project initiation and planning efficiency by 15%.
﹒Conducted training sessions for merchants, empowering them to manage their new platforms effectively, which led to a 10-15% increase in user adoption rates.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Worked with a young, dedicated, and slightly rebellious team that prioritizes knowledge and follows the latest industry trends.
﹒Engaged in community events and knowledge-sharing sessions, always up for a beer post-event to discuss the latest in Shopware and Magento.

Digital Transformation Consultant

Dieters eCommerce Consulting

As an Interim eCommerce Manager at Dieters eCommerce Consulting, I specialized in stepping into organizations at critical junctures to steer their eCommerce initiatives toward success. Leveraging my unique blend of strategic vision and hands-on execution, I provided interim leadership that drove both immediate impact and long-term value.

𝗪𝗵𝘆 𝗕𝗿𝗮𝗻𝗱𝘀 𝗔𝗰𝗿𝗼𝘀𝘀 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗮𝗻𝗱 𝗘𝗠𝗘𝗔 𝗖𝗵𝗼𝘀𝗲 𝗗𝗶𝗲𝘁𝗲𝗿𝘀 𝗲𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲 𝗖𝗼𝗻𝘀𝘂𝗹𝘁𝗶𝗻𝗴:

﹒𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Provided interim management services to fill leadership gaps, offering a blend of strategic vision and operational expertise.
﹒𝗥𝗮𝗽𝗶𝗱 𝗧𝘂𝗿𝗻𝗮𝗿𝗼𝘂𝗻𝗱: Specialized in quick wins that stabilized operations, improved performance metrics, and set the stage for sustainable growth.
﹒𝗖𝘂𝘀𝘁𝗼𝗺𝗶𝘇𝗲𝗱 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀: Designed and implemented eCommerce strategies tailored to each client's unique market conditions, business objectives, and organizational capabilities.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:
﹒Spearheaded eCommerce initiatives that resulted in a 20-30% increase in online revenue for multiple clients.
﹒Implemented operational efficiencies that led to a 15-20% reduction in costs across various eCommerce functions.
﹒Developed and launched new product lines, contributing to a 25-30% increase in customer engagement and lifetime value.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Assembled and guided diverse teams, creating an environment that encouraged teamwork, creative problem-solving, and exceptional performance.
﹒Used my natural abilities in strategic planning and problem-solving to tackle complex challenges and deliver impactful results.

Interim eCommerce manager

Redstar eCommerce

As the Chief Customer Officer and Co-owner at Redstar eCommerce, I spearheaded a specialized eCommerce consultancy that catered to tech startups, established brands, and digital marketing agencies in the Benelux, Germany, and broader EMEA region. We were a joint venture between Dieters eCommerce Consulting and a Polish software house, focusing on Magento and Shopware development.

𝗪𝗵𝘆 𝗕𝗿𝗮𝗻𝗱𝘀 𝗔𝗰𝗿𝗼𝘀𝘀 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗮𝗻𝗱 𝗘𝗠𝗘𝗔 𝗖𝗵𝗼𝘀𝗲 𝗥𝗲𝗱𝘀𝘁𝗮𝗿 𝗲𝗖𝗼𝗺𝗺𝗲𝗿𝗰𝗲:

﹒𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗠𝗮𝘀𝘁𝗲𝗿𝘆: Specialized in Magento and Shopware, offering unparalleled technical support for complex eCommerce challenges.
﹒𝗘𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆 & 𝗤𝘂𝗮𝗹𝗶𝘁𝘆: Utilized a unique 80/20 rule-based framework to deliver high-quality, efficient solutions.
﹒𝗖𝘂𝘀𝘁𝗼𝗺 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀: Expertise in Magento 1 rebuilds, optimizations, and replatforming to Shopware 5 and Magento 2.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Expanded the organization to 28 full-time employees, including specialized Magento, Shopware, and PWA development teams.
﹒Successfully sold my share in 2019, marking a profitable exit and a new chapter for the company.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

Built and led cross-functional teams, fostering a culture of innovation, high performance, and client-focused delivery.

By leveraging our core competencies and unique framework, we carved out a niche in a highly competitive market, delivering unparalleled value to our clients and stakeholders. This focus allowed us to grow and ultimately led to a successful exit in 2019.

Chief Customer Officer & Co-owner

iLeadz internet marketing

As an Interim eCommerce Manager at iLeadz internet marketing, I stepped into a pivotal role to guide the company's eCommerce strategies and operations. With a focus on midsized retailers, wholesalers, and brands in The Netherlands, I leveraged my unique blend of strategic foresight and hands-on execution to drive both immediate results and sustainable growth.

Why Merchants in The Netherlands Chose iLeadz internet marketing:

﹒𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽: Filled critical leadership gaps by offering a unique blend of strategic vision and operational expertise, tailored to the specific needs of each client.
﹒𝗗𝗮𝘁𝗮-𝗗𝗿𝗶𝘃𝗲𝗻 𝗗𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀: Utilized analytics and KPI tracking to make informed decisions, optimizing ROI and enhancing customer engagement.
﹒𝗖𝘂𝘀𝘁𝗼𝗺𝗶𝘇𝗲𝗱 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀: Developed and implemented tailored eCommerce strategies that aligned with each client's unique market conditions and business objectives.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒ eCommerce initiatives that led to a 20-30% increase in online revenue for multiple clients.
﹒Implemented operational efficiencies, resulting in a 15-20% reduction in operational costs across various eCommerce functions.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Assembled and guided diverse teams, creating a culture that encouraged teamwork, creativity, and excellence.
﹒Utilized my strengths in strategic planning and problem-solving to tackle intricate challenges and achieve meaningful outcomes.

By emphasizing strategic leadership, informed decision-making, and tailored solutions, I substantially improved the eCommerce performance at iLeadz internet marketing, resulting in higher revenue, lower operational costs, and elevated client satisfaction.

Conversieoptimalisatie specialist

As an SEA Specialist at iLeadz internet marketing, I was the driving force behind optimizing paid search campaigns to maximize ROI. My role was pivotal in aligning search engine advertising with the broader marketing strategy, ensuring that our clients achieved their business objectives.

𝗪𝗵𝘆 𝗠𝗲𝗿𝗰𝗵𝗮𝗻𝘁𝘀 𝗶𝗻 𝗧𝗵𝗲 𝗕𝗲𝗻𝗲𝗹𝘂𝘅 𝗖𝗵𝗼𝘀𝗲 𝗶𝗟𝗲𝗮𝗱𝘇 𝗳𝗼𝗿 𝗦𝗘𝗔:

﹒𝗗𝗮𝘁𝗮-𝗗𝗿𝗶𝘃𝗲𝗻 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: Utilized analytics tools to provide actionable insights, optimizing campaigns for maximum ROI.
﹒𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗔𝗹𝗶𝗴𝗻𝗺𝗲𝗻𝘁: Ensured that SEA campaigns were in sync with overall marketing goals, driving brand awareness and customer acquisition.
﹒𝗖𝘂𝘀𝘁𝗼𝗺𝗶𝘇𝗲𝗱 𝗖𝗮𝗺𝗽𝗮𝗶𝗴𝗻𝘀: Created tailored advertising solutions that resonated with the target audience, leading to higher click-through rates and conversions.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Increased campaign efficiency by 25-30%, leading to higher ROI for our clients.
﹒Reduced cost-per-click by 15-20% through ongoing optimization efforts.
﹒Elevated click-through rates by 10-15%, contributing to increased brand visibility and customer engagement.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Collaborated with cross-functional teams to ensure that SEA strategies were integrated into the broader marketing initiatives.
﹒Leveraged my strengths in data analysis and strategic thinking to solve complex challenges and deliver impactful results.

By focusing on data-driven decision-making and strategic alignment, I was able to significantly improve the performance of our SEA campaigns, resulting in increased ROI, reduced costs, and higher client satisfaction.

SEA specialist

Affect Media

As a Project Manager at Affect Media, a midsized system integrator specializing in Pimcore and Magento solutions, I was the linchpin between our clients and our development teams in The Netherlands and Ukraine. My role was pivotal in guiding retailers, wholesalers, and private-equity-backed brands through complex replatforming projects, particularly to Magento 1.

𝗪𝗵𝘆 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗖𝗵𝗼𝘀𝗲 𝗔𝗳𝗳𝗲𝗰𝘁 𝗠𝗲𝗱𝗶𝗮:

﹒𝗘𝘅𝗽𝗲𝗿𝘁 𝗥𝗲𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺𝗶𝗻𝗴: Specialized in executing over 20 medium-scale replatforming projects, making us a go-to choice for businesses with yearly revenues between €3M and €20M.
﹒𝗕𝗿𝗶𝗱𝗴𝗶𝗻𝗴 𝗚𝗮𝗽𝘀: Acted as the crucial link between clients and our development teams, ensuring seamless communication and project execution.
﹒𝗤𝘂𝗮𝗹𝗶𝘁𝘆 & 𝗔𝗳𝗳𝗼𝗿𝗱𝗮𝗯𝗶𝗹𝗶𝘁𝘆: Leveraged our dual-location setup to deliver high-quality Magento shops at competitive prices.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 & 𝗜𝗺𝗽𝗮𝗰𝘁:

﹒Translated client needs into actionable roadmaps, breaking them down into stories and tasks for the development team, ensuring projects were delivered on time and within scope.
﹒Implemented rigorous QA processes that enhanced the quality of our deliverables, leading to increased client satisfaction.
﹒Successfully managed the deployment of new releases, minimizing downtime and maximizing operational efficiency.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Fostered a collaborative environment across our Dutch and Ukrainian teams, enhancing productivity and job satisfaction.
﹒Utilized my strategic thinking and problem-solving abilities to navigate complex project challenges and deliver results.

At Affect Media, my role was not just about managing projects; it was about creating a pathway for our clients to achieve their eCommerce ambitions while ensuring a smooth, efficient, and quality-focused development process.

Project manager

At KPN, the largest telecom provider in The Netherlands, I was an integral part of the escalation team, focusing on Small and Medium Enterprises (SMEs). This role came after the rapid expansion of KPN's revolutionary customer-centric support division, KPN Glasvezel (Fiber Optics).

𝗪𝗵𝘆 𝗦𝗠𝗘𝘀 𝗧𝗿𝘂𝘀𝘁𝗲𝗱 𝗞𝗣𝗡 𝗳𝗼𝗿 𝗧𝗵𝗲𝗶𝗿 𝗧𝗲𝗹𝗲𝗰𝗼𝗺 𝗡𝗲𝗲𝗱𝘀:

﹒𝗦𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Acted as the liaison between internal departments, installation partners, and customers to resolve escalated issues.
﹒𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗖𝗲𝗻𝘁𝗿𝗶𝗰: Pioneered a new standard in customer support that later became the industry norm in The Netherlands.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:

﹒Issue Resolution: Successfully resolved complex escalations, ensuring customer satisfaction and retention.
﹒Team Collaboration: Worked closely with various departments to streamline the escalation process.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Cultivated a culture of problem-solving and effective communication.

Escalatiespecialist

As one of the 16 founding members of KPN's new customer support division, I was at the forefront of setting up one of the most customer-friendly support departments in The Netherlands. Our motto was "First Time Right," and our core values were trust, love, and service.

𝗪𝗵𝘆 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗖𝗵𝗼𝘀𝗲 𝗞𝗣𝗡'𝘀 𝗦𝘂𝗽𝗽𝗼𝗿𝘁:

﹒𝗙𝗶𝗿𝘀𝘁 𝗧𝗶𝗺𝗲 𝗥𝗶𝗴𝗵𝘁: Aimed to resolve customer queries in the first interaction, setting a new standard in customer service.
﹒𝗘𝗻𝘁𝗿𝗲𝗽𝗿𝗲𝗻𝗲𝘂𝗿𝗶𝗮𝗹 𝗦𝗽𝗶𝗿𝗶𝘁: Built the department from scratch, growing it to over 150 people in just over two years.

𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:

﹒Customer Communication: Handled a wide range of customer queries, from sales to support.
﹒Escalation Handling: Took on and successfully resolved escalated issues, turning dissatisfied customers into loyal ones.

𝗧𝗲𝗮𝗺 & 𝗖𝘂𝗹𝘁𝘂𝗿𝗲:

﹒Built and nurtured a team culture based on our core values of trust, love, and service.

In both roles at KPN, I utilized my skills in strategic thinking and problem-solving to enhance customer satisfaction and set new standards in telecom customer support.

Customer Support Specialist

📧 For inquiries or collaborations, feel free to reach out: wouter@paretocommerce.com

With over 15 years of hands-on experience in the eCommerce industry, I specialize in guiding mid-market retailers, wholesalers, brands, software and service providers, and investors through the intricate maze of business and digital transformation. My roles often encompass Business Transformation Consultant, Digital Transformation Consultant, Re-platform Consultant, eCommerce Strategy Consultant, and Digital Catalyst.

🔍 𝗪𝗵𝗮𝘁 𝗜 𝗢𝗳𝗳𝗲𝗿:

・Business & Digital Transformation
・eCommerce Re-platforming
・Strategic Technology Consulting
・Agile Processes & Transformation

🎯 𝗪𝗵𝗼 𝗜 𝗦𝗲𝗿𝘃𝗲:

・Retailers
・Wholesalers
・Brands
・Software & Service Providers
・Investors

🎙️ 𝗧𝗵𝗼𝘂𝗴𝗵𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽:
I regularly share industry insights through social media, articles, podcasts, and talks, focusing on actionable strategies that drive operational and customer experience excellence.

🌍 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀:
When I'm not engrossed in transforming businesses, you'll find me exploring new technologies, mentoring emerging talents, or planning my next travel escapade with my family.

🥇 𝗦𝗽𝗲𝗰𝗶𝗮𝗹𝘁𝗶𝗲𝘀:

・eCommerce Strategy & Consulting
﹒Business & Digital Transformation
﹒Executive Management
﹒Product & Portfolio Management
﹒Agile Processes and Transformation

📈 𝗟𝗲𝘁'𝘀 𝗖𝗼𝗻𝗻𝗲𝗰𝘁:
If you're looking to transform your business and capitalize on the digital landscape, let's connect. I'm passionate about live interactions and empathetic connections, which enable me to understand your business deeply and propose holistic solutions. My strength lies in turning complex issues into actionable insights, thanks to my 'Instant Einstein' capabilities. I'm more than happy to discuss the challenges you face and see how I can assist you.

I look forward to the second edition of the Definitive A.I. Seminar organized by Perry S Marshall and Associates from 16 to 18 April. Last year, Perry M. and his team were able to organize a great event with top-of-the-notch speakers, including Samuel Woods and Dennis Yu.

It’s the type of event that is not suitable for everyone. And that’s a good thing!
From 16-18 April, I’m out of the office for sure  🥸

#ai #gai #ml #businesstransformation #digitaltransformation

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