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Eni Gas & Power
- Customer Service & Quality Expert
2013 - 2013
Transfer of call-center activities abroad, start-up of near-shored call-center in Maastricht, Holland.
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SNT belgium
- Client Services Manager AI
2012 - 2012
Operational management of the outsourced customer care activities of a large Belgian telecom provider.
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Essent
- Channel Sales Manager
2012 - 2012
Gestion des partenaires commerciales externes
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Essent
- Channel Manager External Call-centers AI
2012 - 2012
Set up of new outsourced sales channels from scratch, in Belgium and Bulgaria.
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4Psquare
- Interim Manager & Consultant
2012 - 2012
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Europ Assistance
- Contact Center Manager
LEVALLOIS PERRET
2011 - 2011
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The House of Contact Centers
- Consultant & Interim manager
2011 - 2011
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Europ Assistance
- Interim Contact Center Manager
LEVALLOIS PERRET
2011 - 2011
Turn the traditional cost center into a value center.
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Sitel
- Client Relations Manager
Paris
2011 - 2011
My job was to bring structure in the project, refine business processes and strategy, and align the 3 sites to form a single 'virtual contact center'
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Sitel Belgium
- Client Relations Manager
2011 - 2011
Gestion du compte Telenet sur 3 sites différents en Belgique et Hollande.
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Newell Rubbermaid
- Regional Customer Service Manager
Boulogne-Billancourt
2008 - 2010
Building and implementing a complete Internal Sales /Sales Support platform for all countries.
Defining responsabilities, harmonizing information flows, defining system needs, coordinate implementation across Europe.
Building training manuals, performing trainings to the teams across Europe, coaching the sales managers.
Defining sales objectives and targets, building the offers, leading campaign execution, result tracking.
Set up reporting tools, KPI and SLA parameters and compensation plan.
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De Persgroep
- Customer service & contact center manager AI
2008 - 2008
Transform the existing customer service support departments to a modern and efficient contact center
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NewellRubbermaid
- Regional Customer Services Manager
Boulogne-Billancourt
2008 - 2010
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De Persgroep Publishing
- Contact Center Manager
2008 - 2008
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Kinepolis Brussel
- General Manager
2006 - 2007
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I-Con
- Interim Manager & Consultant
2006 - maintenant
I-Con is my own Interim Management & Consulting agency.
References are : Telenet, Essent, Kinepolis, NewellRubbermaid, Persgroep, Europ Assistance, ...
Specialisation : Customer Services, Contact Centers, Inside Sales, Operations Management.
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Kinepolis
- General manager of the Kinepolis Brussels movie theatre & Team manager
Bruxelles
2006 - 2007
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Sitel/Nokia
- Project Manager
2005 - 2006
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Nokia Belgium & Holland
- Team Management
2005 - 2006
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Teleperformance
- Project Manager
Asnières sur Seine
2003 - 2003
Setting up sales, marketing and customer services activities for Tele2 in Belgium.
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Fidexis
- Manager Service Clientèle et Vente à Distance
2003 - 2005
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Fidexis
- Operations Manager
2003 - 2005
the customer service and inside sales departments.
Member of the management comittee.
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Chris de knop photography
- Photographe
2002 - maintenant
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Big Media Group
- Opener/Researcher
2002 - 2003
As project opener the main focus is on-location networking and research, to develop a draft view on movers & shakers in all areas of business, as well as opportunity detection.
Projects completed in Malaysia, Portugal, Slovakia and Czech Republic.
* Operations manager
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ADC Telecommunications
- Account specialist
SAINT CYR SUR LOIRE
1997 - 2001
Support PAV (Professional Audio & Video) products from the Brussels office, and hosting key accounts at tradeshows such as IBC, NAB etc.
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Creart & Co
- Inside Sales & customer service
1996 - 1996
A to Z responsability over the quote - order - deliver - pay process.
Stock & sample management.
SPOC for suppliers and customers.
Skills & Expertise
CRM, Avaya, Interactive Intelligence, SalesLogix, Excel, Word, PowerPoint, Siemens HiPath, Siebel, SAP, Cognos (Business Intelligence) Business Objects, Cti, Retention, Inside Sales
Project management : implementation of complete telephony and crm solutions (CTI, Avaya, Salesforce)
View All (50) Skills View Fewer Skills ,
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Mitac
- Customer Service
1996 - 1997
Follow up on desktop and laptop repairs from A to Z.
Productline planning, warranty management, field service planning, stock management.
