Flex Manager
21195 interim professionals
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Programme Manager

Programme Manager

Work Experience

Professional work experience
(detailed biography per function available upon demand)



2005 – till date DPWN (Deutsche Post World Net)
Self employed
Several Consultant projects on :
- set up of a cross regional department for system development & deployment
- how to improve speed to market for customer service systems
- Project Management
Brussels, Belgium

2001- 2004 DHL
Global Programme manager for IT projects and customer service
London, UK

2000 SITEL Consulting
Senior Consultant for Operational Customer Service projects and automation
London, UK

1998 - 1999 SITEL Corporation / Philips
General Manager – Philips global Call Center consolidation, outsourcing and automation
Amsterdam, The Netherlands

1996 - 1997 MERIT – SITEL Corporation
Set up of outsourced pan European customer and technical contact centers
Brussels, Belgium

1993 – 1995 B.G.D.A. - Orbem
Brussels Region
“Business Services”
Advisor
Improve image government by implementing new services department based on needs private sector
Brussels, Belgium

1992 Philip
DVV Insurances Broker
Brussels, Belgium

1992 Schuller Art Gallery
Set up new Gallery & International relations
Köln, Germany

1991 Atari Computers bv
Sales
Antwerp, Belgium

1990 V.U.B. (Independent University Brussels)
Scientific Attaché (researcher)
Centrum voor Bedrijfsinformatica
(Center Business Computer Sciences)
Brussels, Belgium

1988-1989 Belgian Army
Sergeant – Project Leader
Construction & engineering section
Belgium


Education

2005 CVO Webdesign ongoing Belgium

2001 Prince2 by Parity Project Mgt Foundation + Practitioner London, UK

1984-1988 University: V.U.B. (Independent University Brussels) Business Economics Distinction
University degree Brussels, Belgium

1983-1984 University: V.U.B. (Independent University Brussels) Pharmacology Changed Section Brussels, Belgium

1977-1983 College Latin-Mathematics Distinction Erasmus College Brussels, Belgium

1971-1977 Primary School - - Primary, Brussels, Belgium


Skills

Project Management

Application of project management principles in line with working environment and company needs
Set up project teams and team management
Business case development and obtaining approval
Budget setting and follow up
Workload assessment an work package assignment
Milestone setting, monitoring and reporting

Consulting - Advisor

Business and people assessment
Financial analysis
Market research and study
Business plans
Solution definition
Training and follow up
Coaching

Process and system Development and deployment

System strategy design based on market, customer, employee and company needs
Life cycle design and management, including closed loop and end user involvement
Process (re-) design
Vendor and system selection
Business requirement gathering
Change and new request management
System testing and sign off
System deployment planning and actual roll out

Customer Care & Contact centre operations

Customer Service Strategy development based on market, customer, product and company needs
Process optimisation and dashboard reporting
Quality benchmarking and monitoring
Customer satisfaction surveys, analysis and action plan definition
Claims and complaints handling
Operations specialist, systems and automation
Performance improvement: standard setting, reporting, improvement realisation
Contact Centre consolidation, centralisation or de-centralisation, outsourcing and off shore

Technology
Customer Relationship Management tools: E.piphany, Siebel, proprietary tools, web tools, booking and sales, case management, business intelligence, reporting
MS OFFICE applications including Frontpage (webdesign)
Telecom & CTI general industry knowledge
General call center technology: ACD, IVR, CMS, …
Logistics and Express courier specific technology: track and tracing, booking systems, proactive tracking


Languages

Languages
French – fluent
Flemish (Dutch) – fluent
English – fluent
German – read, understand, speak
Basic Spanish

Other

Programme Manager with 15 years of working experience in CRM, IT, sales, customer care and call centre operations. Covering the domains of business analysis and strategy development, set up & re-engineering, closed loop business systems design, quality insurance, productivity & efficiency improvement, business intelligence, eCRM, automation, consulting.

Has been working in and for governmental & intergovernmental organizations, small family enterprises and stock exchange quoted companies, as an employee and as self-employed.

Has build up a large experience in delivering projects. Is a Prince2 accredited Project Manager at ease in running large and small scale projects.

Good adaptation skills to new environments: has worked and lived in a cosmopolitan environment and has a wide travel & work experience (Europe, USA, Australia, Asia, Middle East and South America). Very good language skills.

Can handle a lot of responsibility and accountability: has been in charge of several set ups, implementations and re-engineering projects. Can take responsibility of many operational tasks as well as providing advise to steering committees, guiding project leaders or reporting into executive boards.

Has a people management style of supporting and developing the different team members and stakeholders, stimulating creative thinking and making them work result oriented. This has been a successful approach, resulting in delivering the projects on time and on budget.
Can deliver good results according to set targets.


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