The Randstad, Netherlands
Ik ben een ervaren manager en operationeel leider met meer dan 25 jaar ervaring in klantcontact, dienstverlening, operations en organisatieontwikkeling. Gedurende mijn loopbaan heb ik organisaties geholpen om beter te presteren, klantgerichter te werken en veranderingen succesvol door te voeren. Daarbij heb ik gewerkt binnen zowel grote als kleinere organisaties, nationaal en internationaal, in omgevingen die varieerden van beursgenoteerde ondernemingen en private-equitybedrijven tot snelgroeiende dienstverleners. Mijn kracht ligt in het verbinden van strategie en uitvoering. Ik werk net zo gemakkelijk met directies en managementteams als met teamleiders, medewerkers en operationele afdelingen. Daardoor krijg ik snel inzicht in wat er speelt binnen een organisatie en kan ik samen met mensen verbeteringen realiseren die daadwerkelijk zichtbaar resultaat opleveren. Wat mij drijft is ondernemerschap en het realiseren van plannen. Veel organisaties beschikken over goede ideeën en duidelijke ambities. De uitdaging zit vaak in de uitvoering. Hoe zorg je ervoor dat mensen begrijpen waarom verandering nodig is? Hoe creëer je eigenaarschap? Hoe vertaal je strategie naar concreet gedrag en meetbare resultaten? Juist op dat vlak help ik organisaties verder. In de afgelopen jaren heb ik organisaties ondersteund bij onder andere: - Het opzetten en verbeteren van klantcontact- en serviceorganisaties. - Het begeleiden van reorganisaties en verandertrajecten. - Het verbeteren van operationele prestaties en kostenstructuren. - Het ontwikkelen van KPI- en performance management. - Het implementeren van AI-oplossingen en digitale innovaties. - Het versterken van leiderschap en samenwerking binnen teams. - Het begeleiden van integraties en schaalvergroting. - Het verhogen van klanttevredenheid en medewerkerbetrokkenheid. - Het verbeteren van commerciële prestaties en winstgevendheid. - Het ontwikkelen van toekomstbestendige operationele organisaties.
Dynamic and results-driven Executive Board Member with over 20 years of experience (including Private Equity) in managing and optimizing large-scale call center operations across diverse regions including Benelux, Spain, Bulgaria, Suriname, Morocco, and Turkey. Proven expertise in aligning regional goals with global mission and vision, driving operational excellence, and leading strategic initiatives that enhance performance, customer satisfaction, and revenue growth. Adept at leveraging advanced technologies and AI solutions to streamline processes and improve key business metrics. • Scope: Responsible for the operational performance of a 6,000-seat call center spread across Benelux, Spain, Bulgaria, Suriname, Morocco, and Turkey. • Strategic Leadership: Spearheaded the operational and strategic direction, overseeing day-to-day operations, budgeting, and resource allocation. • Customer Satisfaction: Implemented advanced analytics and AI-driven solutions, leading to a 20% increase in customer satisfaction scores and a 15% reduction in average handling time. • Workforce Optimization: Drove a comprehensive workforce optimization strategy, improving employee engagement and reduce costs. • Technology Integration: Led the successful integration of a cloud-based CRM system, enhancing data accessibility and operational flexibility. • Multi-Location Management: Managed operations across multiple locations, supporting over 8,000 employees in delivering exceptional customer service. • Operational Efficiency: Enhanced operational efficiency through process re-engineering, achieving a 10% reduction in operational costs. • Performance Management: Implemented performance management systems that improved key metrics, such as first-call resolution and customer retention.
As Country Director for the Netherlands, Spain, and Surinam at Yource Group (Executive Board), I held full P&L responsibility for both Managed Insourcing and Outsourcing operations across three countries. Leading a diverse team of senior professionals, I focused on strengthening operational performance, accelerating commercial growth, and building long-term strategic partnerships with key clients. I successfully built and scaled the Surinamese and Spanish contact center operations, growing them from 600 to over 2,000 employees. Under my leadership, we delivered a 15% increase in revenue and executed several cost-optimization programs that significantly improved profitability across all business units. My leadership approach emphasized operational excellence, data-driven decision-making, and sustainable client satisfaction.
As Boardmember of the Employers’ Federation for Ccenter, I advocated for member companies and took the lead in collective labor agreement (CLA) negotiations with social partners
As Boardmember and Treasurer of the Customer Service Federation (Klantenservice Federatie), I managed financial operations, represented the sector in political discussions, and led research initiatives to support industry growth and innovation.
As CEO of Cendris Customer Contact, I defined and executed a new mission, strategy, and company culture, driving a full-scale transformation of the organization. Over six years, I successfully rebuilt a loss-making contact center with €38 million in revenue into a healthy and scalable business exceeding €90 million in annual revenue, delivering strong EBITDA performance and achieving a leading market position in the Benelux. I led 2,500 employees across the Benelux, Spain, and Suriname, providing high-impact BPO solutions to top-150 corporate clients. Under my leadership, customer satisfaction increased by 10% and overall revenue doubled. I also prepared the company for its next strategic phase by making the organization fully sale-ready through structural improvements in profitability, operational excellence, and organizational resilience.