Brussels Metropolitan Area
Customer and Supplier Services expert with main career goals in business relationship care and satisfaction. Proficient in maintaining quality standards, ensure procedures compliance to achieve business objectives and meet quality assurance. Attracted in an organizational and administrative role in Client Experience or Supplier Quality (SQA) Management within an international or large local company committed to best in class maintenance and service delivery.
Support EMEA SQA organization to ensure proper deployment, adherence, and maintenance of Global Quality Procedures. Perform approval of new suppliers and adequate supply chain records for onboarding new products and services. Assess, identify and prepare required documentation as per GQP requirements. Be in contact with LOU’s and Baxter suppliers & manufacturers to collect requisite documents and compliance evidence. (GMP’s, COA’s, ISO’s, credentials….) Coordinate timely completion of supplier Revaluations (desk audits) thanks to pertinent follow-ups Review and prepare Quality Agreements (new MDR). Update and maintain records in the Global supplier quality database (Trackwise – SQLM). Execute change processes for the supplier requirements (SNC's). Issue, report and present reporting metrics.
Conveyed and developed customer experience initiatives for American Express Business Travel designed to drive significant improvements in customer service satisfaction and loyalty for all business segments (offline and online, both traveler/end-user and corporate buyer) through partnering across local operational teams and Emea peers.
Took a leading role in promoting the learning from VOC (complaint management and CSAT) and its metric reportings. Instituted action plans program working with stakeholders to ensure effective returns on client satisfaction and non-quality costs.
Launched and headed the Benelux Customer Services department tasked with complaints handling (from investigation to closing and responses to corporate clients). That comprised providing expert advice and support to staff on the handling, the carrying out of root causes analysis and recommendations for business improvement through relevant management reporting and metrics.
Aligned and harmonized quality management systems and assessed both JV companies Business Travel operations and quality procedures, to new company business goals.