Antwerp, Flemish Region, Belgium
Commercial & operations leader with 15+ years of experience fixing, stabilising, and scaling teams and workflows in high-pressure environments across EMEA. I’ve led customer operations, commercial operations, and service delivery teams in complex, multi-market setups — where clarity, structure, and execution matter more than buzzwords. My work consistently results in stronger teams, cleaner processes, better KPIs, and fewer escalations. What I’m known for Stabilising underperforming operations and restoring control Turning unclear workflows into structured, repeatable execution Coaching teams to higher standards without theatrics or politics Handling tough stakeholder and client situations calmly and directly How I lead Hands-on. Direct. Demanding when needed. Fair, always. I set expectations early, hold people accountable, and develop individuals through real coaching — not motivational slogans. Teams perform because they know where they stand, what good looks like, and that I’ll back them when it matters. I’ve done this across IT trading, procurement, customer operations, and EMEA support organisations. Different sectors, same outcome: performance improves, noise drops, and operations run smoothly. I do my best work when I’m: Fixing what isn’t working Stabilising teams and KPIs Coaching people individually Removing friction between teams Handling difficult conversations early Driving results without drama If you’re looking for a political operator, I’m not a fit. If you need someone who comes in, takes ownership, and delivers — let’s talk. 📍 Currently based in Bucharest 🇪🇺 Open to senior operations and commercial leadership roles across the EU (full relocation possible)
Global Hyperscaler Client (via Genpact) • Leading day-to-day operations for the Dutch market within a major global tech environment (hyperscaler). • Managing performance, KPIs, coaching, quality alignment and workload distribution across the team. • Acting as escalation point and ensuring consistent delivery in a high-volume, fast-changing operation. • Driving process stability through structured communication and partnership with cross-functional teams. • Supporting operational improvements by analysing workflow gaps and implementing practical solutions. • Ensuring policy alignment, stakeholder updates, and smooth coordination across international teams.
● Restructured day-to-day workflows to drive a 12% reduction in AHT and 18% increase in accuracy. ● Eliminated operational noise by implementing clear accountability structures and coaching frameworks. ● Acted as the senior escalation point for complex commercial cases, ensuring policy-aligned delivery. Note: Stepped in to stabilize Dutch market operations for a major global tech account.
• Managed enterprise customers in Belgium, delivering IT and cybersecurity-focused service solutions. • Built and maintained strong client relationships, acting as the main coordination point for commercial and technical discussions. • Prepared and aligned technical proposals with internal solution specialists to ensure feasibility and customer fit. • Supported key deal cycles through structured follow-up, stakeholder alignment and clear communication. • Collaborated closely with cross-functional teams to ensure smooth execution, service continuity and customer satisfaction.
● Supported customer success operations across EMEA for a major tech client. ● Acted as escalation point for complex cases and operational clarity. ● Improved team consistency through workflow and best-practice refinement.
• Supported customer operations across EMEA for a major international technology client. • Acted as the primary escalation point for complex cases, operational issues and cross-team coordination. • Ensured consistent process adherence by clarifying workflows and sharing best practices with teams. • Worked closely with internal stakeholders to resolve high-impact customer situations and stabilize day-to-day delivery. • Contributed to operational improvements by identifying recurring issues and proposing practical solutions.
• Designed and implemented a fully automated system for inbound/outbound orders and inventory processes, significantly reducing stockouts and operational delays. • Developed the algorithm for optimal inventory levels, lowering working capital while improving product availability and delivery reliability. • Reduced labour intensity and manual workload through process simplification and workflow automation. • Led and coached a cross-functional team through new process rollouts and operational improvements. • Worked closely with the owner and general manager on daily priorities and monthly performance reporting.
● Architected and automated weekly buying cycles and inventory logic. ● Developed system logic so effective it was permanently integrated into the company’s SAP One ERP environment.