Amsterdam, North Holland, Netherlands
Digital Ops and Solutions Consultant with 10+ years of experience driving tool implementation, process optimization, and cross-functional delivery in fast-paced environments. Skilled in turning customer insights and business needs into scalable solutions, bridging gaps between teams, aligning stakeholders, and delivering tech-enabled improvements across ops, product, and support. Fluent in tools like Zendesk, Jira, Tableau, and known for leading discovery, mapping pain points, and guiding teams from chaos to clarity.
- Led the end-to-end Zendesk implementation for RAI Amsterdam, gathering department needs and translating them into a scalable support setup (workflows, routing, automations). - Ensured smooth adoption across teams through training, enablement, and hands-on go-live support, plus ongoing iterations and improvements after launch. - Owned department-level and management level reporting and dashboards, enabling each team to track ticket performance and the KPIs they cared about for continuous improvement. - Started as contract and later moved into a full-time contract role.
- Drove CX improvements by turning customer feedback and operational data into clear priorities across CX, Ops, Support, and Product (reducing friction and raising service quality). - Led North Europe customer service operations, managing vendor partnerships and performance, and standardizing support ways of working across markets.
- Implemented Targetprocess as a cross-department PMO tool, translating stakeholder needs into a structured setup for intake, prioritization, and delivery tracking. - Built and maintained PMO reporting for leadership, creating visibility on portfolio progress, capacity, risks, and delivery milestones. - Drove adoption across teams through onboarding, governance routines, and continuous improvements to ways of working.
- Led the Global Cost Drivers Program under ZBB, partnering with global teams to identify savings opportunities and improve cost discipline. - Delivered clear budget analysis, forecasting, and executive reporting, translating financial data into actionable insights for senior leadership.