Skills
Management
People Management
Project Management
Change Management
Retention
Outsourcing
Sales
Customer Service
Support
Administration
Office Management
Office 365
Google
Coaching
Training
Hiring
Call Center Setup
Vendor Management
Key Account
Content Management
Microsoft Office
Hosting
DNS Administration
Offshoring
Near-Shoring
Implementations
Workflows
About

Motivated Support/ Customer Service Manager with over 10 years’ experience in service and project management, support,sales and retention. Able to develop, direct and motivate departments and project groups. Driven by solution management and able to dramatically improve efficiency. Goals are there to be reached! 

Experience
Active 24 Norway AS a Visma companyCustomer Service/ Support Manager2013 - Current
In addition to the points mentioned bellow: • Department Manager (Call centre, Support, Customer Service and Sales) • Employee responsible (30 consultants) • Part of the CAB (Change Approval Board) • Implementation of a second line department (Support and administrative) • Documentation and improvement of internal and external workflows • Implementation of a new Phone system • Improvement of NPS and Customer Service KPI’s • Act as a Google Guide • Responsible for the outsourcing of the customers' services • Active participation in the closure of the HQ (Western Europe) hosting division
Active 24 Norway AS a Visma companySupport Manager2012 - 2013
• Part of the Executive group • Department Manager (Call centre, Support and Customer Service) • Employee responsible (8 consultants) • Responsible for Near-shoring • Recruitment,training and coaching new employees • Set-up of a complete new FAQ System (including Video material) • Active participant in the migration of 16.000 Exchange users over to MSO365 • Supplier responsible: Telecom, administrative suppliers • Participation projects: Implementation of a new back and front Office, migration of customer’s services (50.000 customers) • Responsible for the merge of two call-centres
Active 24 - a Mamut CompanyConsultant, Support2010 - 2012
• Nominated and Rewarded best Rookie of the year 2010 • Customer Service and Support • Perform up-selling and identify add-on sales opportunities
Aegate BelgiumSales/ Customer Care Team leader2008 - 2009
• Increase in number of pharmacies using the Aegate services with 37% • Increase customer service quality and sales • Implement new routines and procedures • Responsible for official pharmacy visits, including the European Commission • Education and distribution of new products and procedures
Rabbit OneEvent Staff (Complementary Job)2005 - 2009
• Event Assistant • Technical Support Staff • On site Team Leader • Assists companies in set up and breakdown of the equipment for venues. • Responsible for surveying immediate work area prior to guests entry for any hazards that may exist • Member in the Emergency Action Plan. • Act as a Guest Service Assistance (GSA) and assist disabled guests.
Clearwire BelgiumRetention/ Customer Service Team leader2007 - 2008
• Set-up entirely new department: Retention • Implement new routines and procedures • Create inter-departmental communication flows • Set-up on site technician service • Reduce amount of cancellations by 61% • Logistic responsible for all returned products • Responsible for outsourcing the Customer service, Support and Retention departments
Nestlé Nespresso S.AAssistant Assistance Manager2005 - 2007
• Monitoring, developing and acting as a technical and logistic referent point for internal and external customers (Call Centre & Boutique Staff of +/- 75 employees) • Responsible for technical and customer service trainings (Internally and Externally) • Education and distribution of new products and procedures • Retention Management
Education
European School Mol (Belgium)High School, 1998 - 2002
European Baccalaureate