Amsterdam, North Holland, Netherlands
Experienced professional with expertise in CX, strategic/stakeholder/change management, and operations. Proven track record of driving results and delivering great customer service.
As Manager Performance & Support at Cygnific, I lead a diverse global department focused on optimising support delivery. I am end-responsible for Air France-KLM account management, collaborating with multiple global stakeholders to develop and implement innovative strategies that align with our company’s mission and meet the unique needs of our international clients. My role emphasises establishing effective communication channels and governance structures that facilitate knowledge sharing and ensure accountability and performance across various locations. By driving continuous improvement initiatives, I empower my team to innovate and excel in a fast-paced environment. By creating strong relationships and a culture of collaboration, I enable the department to navigate the complexities of the global market successfully while embracing innovation at every turn.
- Team Leadership: I provide strategic direction and guidance to several customer service teams (175 FTE in total), fostering a culture of continuous improvement and customer-centricity. I support the professional development of team members, aligning their skills and expertise with business objectives. This team includes: Operations Managers, Teamleads, Learning & Development Specialists, Quality Specialists, Knowledge Management Specialist, Proces Specialists, Customer Service Agents. - Strategy Development: Collaborate with senior leadership to identify and prioritize strategic objectives for the department restructuring and execution these strategies, - CX and Performance Optimization: Conduct comprehensive analysis of the current department structure, processes, and workflows to identify areas of improvement and inefficiencies leading to excellent customer service. Lead cross functional Agile teams to define the customer service strategy aligned with the company's overall goals and objectives. - Stakeholder Collaboration: I collaborate with (international) key stakeholders, including senior management, marketing, HR, communications and development teams, to align customer service initiatives with broader organisational strategies. I also am responsible for the stakeholder management of several third parties including (temp) employment agencies, IT development bureaus, training agencies and facilitating contact centers. - Operational Planning: I develop comprehensive plans and frameworks to streamline customer service processes and ensure efficient operations. This includes setting performance metrics, establishing service level agreements, strategic workforce planning, recruitment strategies and implementing quality assurance measures.
I traveled through South America and Asia. My decision to travel was motivated by a desire for adventure, cultural immersion, exploration of natural wonders, and personal development. Although my trip was cut short by Covid19, I still gained what I was looking for.
- Team Leadership: I provide strategic direction and guidance to several customer service teams (175 FTE in total), fostering a culture of continuous improvement and customer-centricity. I support the professional development of team members, aligning their skills and expertise with business objectives. This team includes: Team Coordinators, Teamleads, Trainers, Quality Specialists, Proces Specialists, Customer Service Agents. - Strategy Development: Collaborate with senior leadership to identify and prioritize strategic objectives for the department restructuring and execution these strategies, - CX and Performance Optimization: Conduct comprehensive analysis of the current department structure, processes, and workflows to identify areas of improvement and inefficiencies leading to excellent customer service. Lead cross functional Agile teams to define the customer service strategy aligned with the company's overall goals and objectives. - Stakeholder Collaboration: I collaborate with (international) key stakeholders, including senior management, marketing, HR, communications and development teams, to align customer service initiatives with broader organisational strategies. I also am responsible for the stakeholder management of several third parties including (temp) employment agencies, IT development bureaus, training agencies and facilitating contact centers. - Operational Planning: I develop comprehensive plans and frameworks to streamline customer service processes and ensure efficient operations. This includes setting performance metrics, establishing service level agreements, strategic workforce planning, recruitment strategies and implementing quality assurance measures. Privacy Officer: I ensure data protection compliance and safeguard customer information by implementing privacy policies and procedures. My team conducts regular audits, provide staff training, and address any data privacy concerns, promoting a secure and compliant environment.
I’ve had several responsibilities as Teamlead for different teams: - Team Leadership: Creating and managing the Quality Monitoring department (10 FTE), a team of Onboarding Specialists (15 FTE), a team of Coaches (10 FTE) and a team of Customer Service Agents (15 FTE). - CX: Monitoring, optimizing and ensuring the quality of the service provided to our customers on individual, team and department level. This included work as a GDPR Specialist. - Onboarding, Coaching and Training: Creating, developing and executing several onboarding, coaching and training programs for the different roles within my team.
Part-time student job as a customer service agent, focused on delivering excellent service and resolving customer issues. Tasks/responsibilities included: - Handling of calls - Handling of letters/e-mail - Handling complaints
Part-time student job as a Service Employee at Pathe de Munt cinema. Working at the front desk with the following tasks/responsibilities: Ticket sales Receiving guests Customer service