Amsterdam, North Holland, Netherlands
Over the past 10+ years, I’ve led international teams and improved customer-facing operations across support, success, and experience. I enjoy simplifying processes, building motivated teams, and using data and technology to solve real customer problems. I’m usually in the middle of the people, the tools, and how everything works for the customer. My main aim is to make things work better for customers and the teams supporting them.
Took time off following the birth of our second child to focus on family; manage home improvements after moving; and travel (several weeks in South East Asia).
Led operations of a large department (350+ FTE), managing 90-100 employees, including 15 direct reports (team managers/supervisors, operations managers, department trainer, analysts, project manager). Managed Tesla's EMEA Roadside Assistance program, responsible for a $10-12M annual budget and financial forecasting. Directed teams for EMEA advanced tech support, wall charger support, eCommerce, and customer support analytics and training (350+ people across 7 European locations). Collaborated with key stakeholders: Service Business Operations, Legal, Finance, Procurement, Sales/Delivery, Product Managers, and Engineering teams. Focused on headcount forecasting, productivity improvements, quality enhancements, learning & development, analytics and product development.
• Set up and scaled Tesla Support by integrating Customer Support, Roadside, and Inside Sales & Delivery into a unified structure across Europe. Led team of 75. • Drove operational planning, workforce management, and L&D for 300+ employees across 7 hubs. • Played a leading role in modernizing Tesla’s CRM and knowledge platforms, improving resolution times and the agent experience.
• Led team of 45 who converted 130,000+ Model 3 reservations into orders across EMEA during Tesla’s largest ramp. • Maintained high motivation and output during repetitive, high-volume phases. • Executed and owned the Model 3 Referral Program for EMEA in the absence of existing infrastructure
Consumer Marketing Intern for the Male Grooming team in the Consumer Lifestyle category of Philips. I was part of the team that has set the ambition to recruit young consumers to electric shaving and grooming (target group: 15-25 year-old consumers) and that is leading in digital innovation (e.g. recently developed the Philips grooming app). I am responsible for the analysis of market and consumer trend developments data such as brand consideration, market growth, product penetration and website visitors/registered email addresses. I furthermore have my own strategic projects e.g. creation of new products and the relevant analysis of demand among consumers and equally benchmarking competitors’ exploration of that new market. Also I am heavily involved in creating Philips internal events and I am in constant contact with Designers and Product Developers in the Philips location in the North of the Netherlands. Product to which I contributed significantly: https://www.philips.nl/c-p/QG415_15/multigroom-series-1000-haar-en-baardtrimmer
I was consulting Atradius’ Business Development team on how to achieve customer service excellence. By conducting different types of research with a strong customer focus, I could find out weaknesses and potential for optimization in improving particular fields of customer service.My research was picked up by a founded service excellence team that consisted of business developers, marketeers and communication managers of Atradius. The service excellence team bases its work on the dissertation that I was writing throughout my full-time internship at the headquarters of the credit insurance.