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programma manager Customer service

Work Experience

Program manager for an International Real Estate Management program
Classified Company
Feb 2014 to May 2014
Leading a program for Real Estate business management process renewal and automation including;
 CRM system including lease contract sales, web shop and apps for mobile support
 Automated solutions for operations, like failure handling, maintenance, inspection and reporting
 Finance solution for budget planning, budget management, invoicing and accounting
 Reporting solutions with dashboards based on incident alerts, lagging and leading indicators
 Leading and redesigning the program with software developments executed in China
 Responsible for defining Business Impact Analysis to assure security, availability and data consistency
 Assessment of the program on status, risks and decision making on the way forward
 Definition of scenarios for moving on, including risks, costs, time lines and go to market approaches
After more than a year of program struggle and minimum successes, the program is assessed and redesigned by me and ready for a new start with plan able realizable goals at predictable costs and timelines. The IT solution is defined and assessed performance, compliance and security, essential in the real estate business.

Customer Service Program manager/Assessor/Advisor
ASML
May 2013- November 2013
Assessing 12 development projects and programs for improvements in non-Product related IT projects, since October 1st dedicated to Customer Support Vision 2020 program.
 Leading the assessment on desk research and stakeholder interviews based on Prince II methodology
 Analyzed, Governance, reporting, exception management and follow up.
 Analyzed IT performance and support processes according ITIL V3 methodology
 Reported out on the proposed short, mid and longer term project and organizational changes
 Advising on Customer Service Program for CS sales and operations “End to End” process approach
 Advising on Customer Service “End to End” cross program test approach
As an external assessor and advisor, I have been able deliver insights on short, mid and long term project and process changes to drive for IT process and project performance improvements

Director Commercial programs, Customer Service, Processes and Tools
Philips Healthcare, Global Customer Services
2010 – 2012
Setting up business roadmaps and leading the program for new business projects. This comprised:
 Leading a team of 6 process experts located in Asia, North America and Europe.
 Developing business and IT roadmaps for Commercial programs.
 Setting up and Leading a Change Advisory Board to collect and prioritize global requirements
 Setting up an support structure based on SLAs with indicating KPI’s
 Design and development of processes and tools for the new customer service contract portfolio and the latest customer service web portal called QuickConnect.
 Integration of the Customer Service Sales and Equipment Service sales by setting up a single source commercial Customer Service pricing methodology based on commercial systems configuration.
 Leading business architecture to define the needs for a new global Cloud based solution for Service sales based on SalesForce.Com and BigMachines guided by the Value Prototyping methodology.
 Development, in an agile methodology, of a working quotation tool for on the new portfolio and pricing concept, currently implemented in China and Germany.
As a spider in the web, understanding the Market, business needs and IT, I have successfully led the IT programs and projects for reliable processes and tools development that have resulted in a deployed new Customer Service portfolio, “Quick Connect” customer service web portal.

Senior Program manager, Business Process Improvement
Organization
Philips Healthcare, Global Customer Services
2005 – 2010
Leading SAP and peripheral IT-projects in service operations related to maintenance, Work Order Management, capacity planning and customer self-service including Business Impact Analysis:
 Leading 17 business/IT tool and process development projects to enable SAP for CS in Italy.
 Defining Annual Operating Plan and financial tracking of all projects covering about 3 M€.
 Managing changes and exceptions by acting as the liaison between IT and business.
 Leading the IT process implementation and performance of Work Order Management in Iberia.
 Leading the Change advisory board in order to manage IT performance and changes
 Managing Performance Assurance tool and process development in SAP QM and SAP NetWeaver.
 Lead development on Experience Based Dispatch interfacing between SAP and TEDS built on Tibco
My quality to leverage and engage people in combination with customer focus and drive for result, have led to on time quality implementations and happy customers.

Senior Training Manager
Professor Holst Center for training and education 2001 – 2005 Leading training development and delivery of training taking care of:
 Leading a team 20 trainers over two locations, Cleveland, Ohio and Best the Netherlands.
 Managing P&L and assets for related training portfolio of 5M€.
I have successfully changed Healthcare IT training to a needs driven “Role Task Competency” method.

Test manager/ Segment leader Service Innovation
Common Imaging Subsystems
1998 - 2001
 Setting up and executing test plans for a common MS Windows SW platform architecture.
 Designing and implementing workflows for electronic documentation development and review
All the above listed responsibilities successfully executed and the results handed over to my successor.

Education

Job related training courses and workshops
 Managing Benefits Foundation, APMG
 Topopleiding Interaction Management 15 (TIM-15) ● Agile PM practitioner, APMG
 Agile project Management, Ralley UK
 New Venture Development, Bell Mason
 Leadership in Service, University of Maastricht ● ITIL V3, APMG ● Greenbelt Transactional, Berenschot
 Prince II Practitioner, APMG ● Professional Management in Corporate Education, Graduate Business School “Het Trainers collectief” ● Supervising professional management teams, Rabobank Headquarter, Utrecht ● De Bono’s lateral thinking and De Bono’s 6 hats, Créacom
Analytical Trouble Shooting, Kepner and Tregoe ● Marketing I, BTSI ● FMEA, KPMG

Skills

 I have experience in strategy development, vision and policies on a global level to drive business
 I have led a large number of successful (inter)national projects within and outside Philips. I can easily collect facts and decide based on goal and what is achievable, in a team or independent.
 I have proved to be very entrepreneurial by setting challenging goals and taking manageable risks.
 I have often lectured in management courses for NVSG , Field Service congress, ISLA and Forrester
 I have a good sense on costs, investments and how to cover these costs by commercializing products
 I can drive people with humor; humor is a true motivator in teams and can give projects wings.

Languages

Languages
 Dutch: Mother tongue● English: Fluently, spoken and written● German: Average level

Other

I have worked for 22 years as a customer service expert, setting up and managing programs to design, develop and improve processes, tools and products. I have expertise in Customer Service sales, operations, change management, setting up roadmaps, business cases, project organizations, financial planning and tracking, KPI dashboards and leading (virtual) teams. I have developed myself to a profile that can adequately be applied to companies which are searching for a senior leader that will make a difference to their customers' satisfaction and loyalty and in taking their company forward. My strengths can be summarized as: 1. Inspiring, challenging and motivating people for strong team engagement 2. Entrepreneurial, creative, solution and result driven, leading to satisfied stakeholders 3. Ability to translate requirements into clear doable projects that make impact without jeopardizing customers’ needs Key achievements: 1. Designed, planned and developed quotation and pricing process including tooling for a new Customer Service contract portfolio as currently implemented in China and Germany 2. Planned, developed and implemented 17 process and tool gaps for the implementation of Customer Service Blueprint in Italy 3. Designed business architecture and prototyped a cloud based End 2 End Service Sales solution I am looking for a leading position in an organization where I can make a real difference in the customer experience by designing competitive roadmaps and leading innovative programs for new services.

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