Flex Manager
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Management consultant customer processes

Management consultant customer processes

Work Experience

02/2003 - 11/2004
Management consultant at international consulting firm

Advised management on how to improve business results by optimizing customer strategy and corresponding business processes. Conducted research, determined strategy and implemented change. Managed projects, interacted with primary stakeholders, and supported client acquisition. Developed tailor-made management tools and coached junior consultants.

Selected projects:
Automotive: developed and implemented nationwide CRM strategy for two top-tier players at multiple sites, created loyalty program for best-selling automotive brand, and set up complaint management program at multiple sites for first-tier player in top segment. Restructured sales and after-sales departments at multiple sites.
Industry: optimized product and service portfolio based on extensive customer research for three multinationals (transportation, technology and energy industry).
Non-profit: redesigned 18 public buildings based on user research (local government).

01/2002 - 11/2002
Technological designer at global player in document solutions.
Designed a new type of information system that optimizes information retrieval by incorporating the needs and problem solving strategies of the target user group. Patent pending. Coached programmers and guided R&D towards a more problem-oriented approach by demonstrating the need for user-centered design.

01/1999 - 07/2000
University teacher at University of Tilburg

01/1998 - 07/2000
Research associate at Psychophysiology Lab Tilburg

Education

2000 - 2002
Eindhoven University of Technology, Stan Ackermans Institute (PDEng, cum laude). User-System Interaction.
Postgraduate research associate.
Thesis: InfoScout: a novel interaction concept for exploring information spaces.

1994 - 2001
University of Tilburg (MA, with distinction)
Psychology: Cognitive neurosciences. Specialization: Psychophysiology.
Theses: Does ERD reveal anticipatory attention? EMG recordings of facial muscles.

1988 - 1994
Maerlant College Brielle
Gymnasium, pre-university education, technical orientation


Skills

Project management. Business Processes Reengineering. Customer Relationship Management. Design and implementation of ICT solutions.

Languages

Native Dutch speaker, fluent in English, conversant in French and German.

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