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Team Manager | Operations Manager

Team Manager | Operations Manager

Work Experience

Work experience

Business Consultant & Interim Manager Consultancy | 10/2017 - today

Consultancy is an agency that provides business consultancy and interim management services to support organizations.

At Consultancy they believe that the strength of an organization is determined by the quality of the people and the way in which they work together. From devising a strategy to executing it is human work. The people are therefore the most important capital of an organization. By involving and developing people you strengthen the capital and results can be achieved.

As a Business Consultant and Interim Manager, I help organizations realize this.


Operations Manager | Beach pavilion de Kwartel | 7/2015 - 10/2017

This function has the responsibility to make the bar and service staff work optimally to give the guests a great experience and it also has the responsibility to coordinate all events with all the various parties involved. (60-80 employees)

In this function I had the responsibility for achieving the quantitative and qualitative targets with the team through the daily management of the personnel. I did this by motivating and inspiring the team to increase customer satisfaction.

Some results are:
- Through a project-based approach, I have renewed and improved the website, which led to a clearer and more customer-friendly website.
- By optimizing and making transparent the sales events process, an entirely new team could be set up, resulting in 40% more events in 2017 than in 2016.


Team Manager Direct Business Operations T-Mobile Netherlands | 05/2013 - 04/2015

This function aims to realize an operational excellent contract fulfillment for account management and serves the customer segments from small and medium-sized businesses to the (international) corporate organizations. (12 fte)

In this position I was responsible at T-Mobile for the performance of corporate support from
T-Mobile. In this position I combined my years of practical experience and background in the commercial economy in setting the best result for T-Mobile and an excellent customer and end-user experience. Here I was able to define a good improvement plan on process effectiveness and efficiency. This plan is combined with the (internal) customers, with the involvement of the employees and constantly tested. Then I brought this plan on content and with the employees to a good result. By, on the one hand, involving the employees and developing them in terms of competence level and on the other hand in a project-based manner to steer towards end results.

Some results are:
- By making deliberate use of the qualities of its employees, I was able to deliver complex customization with regard to various processes for corporate clients.
- By means of personal development plans (POP) or personal improvement plans (PIP), I have improved our overall team performance, employees have further developed themselves for the next step, and employees have said goodbye in good consultation.


Team Manager Large Business Operations T-Mobile Netherlands | 01/2012 - 04/2013

The purpose of this function is to provide excellent service to the large business customers by managing the daily operation. (12 fte)

In this role I have been concerned with improving the efficiency, effectiveness and quality of the operation. In this I achieved concrete results in a higher customer satisfaction at lower costs, a significant waste call reduction and this with good employee satisfaction. I have done this by proactively working on process improvements as well as by coaching and developing the people within my team.

Some results are:
- After a reorganization, I have been given the responsibility for this team in which the employee satisfaction was very low and it has increased from an insufficient to a large enough.
- The team was divided into two locations (The Hague and Arnhem) and from those two one location was made in The Hague, where there were several employees in Arnhem that left in good consultation and / or were transferred to another department, so the team feeling was strengthened and the communication between team members has improved considerably.
- By means of a step-up plan, I have made transition with the team to a higher job level, where employees have left in good consultation and new ones have been hired.
- By making a Lean restructuring of the activities, tasks and responsibilities within the team, a wash call reduction has been realized.



Other work experience

Employee Direct Sales Operations - Alternative Sales T-Mobile Netherlands | 08/2008 - 01/2010

Ensuring a faultless execution of the order process and achieving maximum sales results are the goal of this function.

Employee Direct Sales Operations - Telesales | T-Mobile Netherlands | 03/2008 - 07/2008

The task of this function was to support the Telesales department and account managers in the Small Medium Enterprises segment.

Travelling | 08/2007 - 02/2008

Costa Rica, Panama, Peru, Bolivia, Chile, Argentina and Brazil.

Service Employee Bank Hall | Rabobank | 10/2005 - 08/2007

This function fulfils the role of first point of contact in the bank hall. Receiving customers, providing service and selling standard (private) financial products are activities that belong to this function.

Travelling | 09/2004 - 05/2005

Thailand, Malaysia, Singapore, Indonesia and Australia.

Sales Advisor | ABN AMRO | 10/2002 - 08/2004

The activities as sales adviser consisted mainly of advising and selling all financial (private, up to € 50,000) products, the basic package for the starting entrepreneur and conducting intake interviews for the mortgage advisor.

Employee Logistics | Syntegra | 02/2000 - 09/2002

As an employee logistics you kept yourself busy with the goods of the company. You made orders ready for shipment and you were busy loading and unloading trucks.

Various functions | 1996 - 2000

Catering-, logistics-, production- and sales employee.

Education

Educations

HBO Commercial Economics - part-time | 2008 - 2011

Haagse Hogeschool in The Hague, graduated Bachelor of Science.

HBO Commercial Economics - part-time | 2005 - 2007

Rotterdam University of Applied Sciences Rotterdam, propedeuse Bachelor of Science obtained.

MBO Commercial Employee Marketing & Communication - part-time | 2003 - 2004

Albeda Collega in Rotterdam, graduated.

MBO Commercial Employee Internal support - part-time | 2001 - 2003

ID Colleague in Zoetermeer, graduated.

VMBO Administration | 1993 - 1996

Oranje Nassau College in Zoetermeer, graduated.

MAVO | 1992 - 1993

Emmaus MAVO in Zoetermeer.



Trainings & courses

Prince2 Foundation | 2014

In-company training of T-Mobile, provided by VDS Training Consultants, ISES certificate obtained.

Process Management Yellow Belt (Lean Six Sigma) | 2012

In-company training of T-Mobille, certificate obtained.

Training Operational Management | 2012

In-company training of T-Mobile, provided by VDS Training Consultants.

Process Management Green Belt (Lean Six Sigma) | 2012

In-company training of T-Mobille, certificate obtained.

Management Training | 2010

In-company training of T-Mobile, provided by Orelmans & Orlemans.

Training Leadership Basics | 2009

NCOI Training group, certificate obtained.

Commercial Conversation Techniques | 2002

Incompany training from ABN AMRO.

Practice Diploma Informatics | 2001

EXIN Foundation, certificate obtained.

General Entrepreneurial Skills | 2000

Middenstandsexamen Foundation, certificate obtained.
(Operational Management, Personnel and Organization and Financial Administration)

Skills

I have a Bachelor's degree in Commercial Economics, I am familiar with the Prince2 project management methodology and have knowledge of the process improvement methodology Lean Six Sigma.

Feedback from others: pragmatic attitude, great learning ability, positive attitude, perseverance, social attitude, strong communication, good handling of change, good problem solving skills and a people manager.

Languages

Dutch > native language
English > good
Spanish > basic

Other

In the recent years, I have developed as a real people manager and in particular in the management of operational processes. I did this for various organizations with both partners and customers in different sectors. As a result, I have been able to acquire a lot of business knowledge as well as develop his analytical, problem-solving and interpersonal skills, which are inherent in the field. The knowledge and experience I have gained as a manager is essentially about coaching employees, involving them and developing them in terms of competencies. Here I believe in 'you get, what you give'!

Always I had a thing for commerce, where finding the right solution for the customer is key. The emphasis of my work experience and study therefore lies within the commercial field. In addition, I have a broad field of interest, a strong empathic and analytical skills and I get energy from personal interaction.

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