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Project Manager / Interim Manager

Project Manager / Interim Manager

Work Experience

1999 – 2003 Director Customer Services / Call Center

Market: Internet (residential and business customers)
Responsibilities: Sales, support and delivery
Budget: Profit-loss responsible, budget 15 million euros
Size department: 7 direct reports / 125 fte (150 employees) internally / 75 – 100 seats outsourced
Specifics: Start-up company

1998 – 1999 Program Manager Customer Services / Manager Customer Services Support

Market: Wireless Telecommunication (residential customers)
Responsibilities: (Set-up of) systems, telephony, processes, training and quality
Size department: average 10 direct reports
Specifics: Start-up company

1997 – 1998 Project Manager / Manager Change Management Customer Services

Market: Fixed Telecommunication (residential and business customers)
Responsibilities: (Set-up of) systems and processes / product launches, interfacing towards partners
Specifics: Start-up company

1991 – 1997 Consultancy (various roles, customers mostly in Telecommunications)

Market: Fixed Telecommunications (Customer Service, Service, Operations) / Mobile Telecommunications (Customer Service, Service, Operations) / Both residential and business
Job titles: Project Manager / (Senior) Consultant Business Processes / Functional Designer / Process Manager / Management Consultant

1985 – 1991 Social Scientific Researcher

Market: Government (Ministry Environmental Control, Provinces & Local governm.)
Responsibilities: Contract research, project set-up
Specifics: Scientific publication


Education

UNIVERSITY OF LEIDEN

Public Administration (1985-1990)
Several courses in Information Technology (1990-1991)

COURSES

Introduction Telecommunication (Post HTO Den Haag, 1998)
Call center (IIR Technology, 1998)
Training Consultancy Skills (Cap Gemini, 1997)
Project management Techniques (Cap Gemini, 1996)
Training Soft Skills (Cap Gemini, 1996)
Training Team Skills (Cap Gemini, 1995)
Workflow Management & - Automation (Cap Gemini, 1994)
Professional training Functional Design (Cap Gemini, 1994)
Introduction Logistics (Cap Gemini, 1993)
Introduction Business Administration (Cap Gemini, 1992)
Professional training Programmer (Cap Gemini, 1992)
Professional training Systems Analysis (Cap Gemini, 1992)


Skills

Customer Service / Call Center / Contact Center
Program Management / Project Management
Business Processes and Business Process Redesign
Change Management
Company - / department launches
Product - / service introductions
Information Technology
Workflow Management & - Automation

Languages

Dutch
English
Basic German

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