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Organisational & Service Delivery Excellence Consultant

Work Experience

Senior Consultant, PricewaterhouseCoopers
March 2005 – October 2008: Based in Brussels and Antwerp, I have assisted public sector clients with organisational change and transformation of their service delivery. My experience with PwC includes:
• Organisational change: analyse processes and facilitate change (for example, re-engineering of processes for the Brussels Region employment agency, service delivery transformation of Evere commune, quality management system at a public transport company, and others);
• Administrative burden reduction: analyse procedures and propose measures for eGovernment initiatives, and study how data held in government databases can be commercialised;
• Development cooperation policy: evaluate the management capabilities of Belgian NGOs, as well as improve administrative efficiency of subsidy schemes;
• Define a new car taxation scheme taking into account their environmental performance.

Systems analyst, ExxonMobil
September 1999 – February 2005: Based in Brussels and Breda (Netherlands) I held various IT related positions. My experience with ExxonMobil includes:
• Offshoring an IT support team’s activities to Hungary;
• Supporting an SAP R/3 data migration project;
• IT project management, including discussion with stakeholders, functional analysis and management of project time, budget and scope;
• IT support and administration. This includes technical support (for business applications) and administrative support (license management, risk assessments, etc.).

Education

Master’s degree in Commercial Engineering (1999), magna cum laude;
Master’s degree in Public Management (2002), cum laude.

Other trainings attended
• PwC Applying Consulting Skills;
• PwC Goal Directed Project Management;
• PwC Team Manager 3;
• de Bono Six Thinking Hats;
• ExxonMobil IT Project Management;
• “ARIS” process modelling software;
• “Think Tools” user group seminar.

Skills

Other skills
• A non-confrontational, consensus-building communication style that encourages valuable buy-in.
• Strong analytical and critical thinking that is especially useful when documenting existing organisational structures and processes based on unstructured and subjective information gathered during client interviews and workshops.
• Computer skills, notably advanced use of MS Excel and MS Access.
• Considerable expertise writing proposals in response to public tenders.

Languages

English: Excellent
Dutch: Native
French: Very good
German: Moderate
Spanish: Moderate

Other

Professional objective is
“To work with public and private organisations in identifying and implementing changes in their organisation and work processes to ensure that their clients enjoy an excellent service delivery experience. Interact with client staff and service customers, and build bridges, with respect for the sensitivities and feelings of the client organisation and its’ stakeholders.
“To this end, offer my technical, analytical and listening skills, my open-mindedness and sense of innovative thinking, and my experience with public sector issues as well as with private company environments.
“To enjoy both the work performed, and the satisfaction of the result obtained.”

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