Maastricht, Limburg, Netherlands
I believe that honest hard work can go a long way in life and have always prided myself in this. I have a great deal of experience in customer service which has been taken in to the project management world to ensure I always can put myself in the customer's shoes even without direct day to day contact. I maintain it is always possible to remain light hearted in life without losing focus or sight of professional goals.
Applying change management techniques and tools within DHLs financial services' Business Process Optimization department. Currently working on 2 of DHL Express’ Global Management Board's top 10 digitalization initiatives: The Sales Technology Enhancement Program (STEP) working in partnership with Microsoft implementing their Dynamics 365 CRM across the DHL Express sales organization. The new Global Duty Billing system (GDB) aims for convergence of Duty Billing across the globe replacing current local billing applications to support E2E duty process standardization.
Program Office | Development and rollout of a Salesforce Ecosystem in the Mercedes-Benz global contact centres and the subsequent sundown of the current Siebel Ecosystem. Responsible for quality management within the SAFe agile release train at program level. Subject matter expert for Customer Assistance Centre Maastricht operations and contributing to Human Centered Change and market adoption.
-Responsible for new connectivity support services setup within the Global Daimler after-sales network. -Implementing the after-sales support for new and existing connected services for all Mercedes-Benz brands. -Ensuring the IT and telephony infrastructure is in place to support the after-sales team.
Rollout Implementation Team -Implementation of highly complex, collaborative, engaging, dynamic and cross-functional projects for rollout of Mercedes Me Connect (Customer Contact Centers) in multiple countries across the globe. -Supporting in the onsite training of agents in our CRM system and its peripheral systems.