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Change Program Manager, Customer Support Manager

Work Experience

2004Apr–2008Sep Insurance Comp. - Change Program Manager

2008-2007
• Development and implementation of a Financial Dashboard for ICT Operations
• Analysis of alternatives for a 24*7 support model for ICT Operations

2005-2006
• Developed tooling program for the systems management function with the objective to support Availability- ,Capacity- and End-to-End Application Management
• Co-developed a new organization model for the systems development function, involving 250 employees, main objective was to improve business and ICT alignment
• Coordinated the implementation of the new organization model through extensive workshops

2004
• Developed a new organization model for the systems management function, involving 130 employees with the objective to improve efficiency and to demonstrate the ability to be ‘in control’
• Guided implementation of the new organization model by means of business cases and workshops – the Board of Directors viewed this reorganization as the largest and best executed in the company (within ICT) –

2002Feb–2004Jan GP Support Chief Customer Services Officer

2003
• Day-to-day management of the Technical Support team for multiple locations in Europe for supporting ICT infrastructures and business applications (B2B and B2C)
• Negotiated and closed customer support contract with Universal Sports Club for supporting managers of sports clubs in the United Kingdom with expansion options into the European continent
• Renewed lead generation contract with HCL-Perrot for the Benelux and Switzerland

2002
o Development of website content, handout and campaign material for GP Support
o Product re-design, packaging and pricing for inbound and outbound business
o Generating new business for inbound and outbound Call projects in Europe, e.g. Cubic International and HCL-Perrot (software development company from India)

2000Jan-2002Jan GorillaPark Chief Customer Services Officer

2001
o Comprehensive research of web self-help ASP models (USA) and Contact Center outsourcing models (Europe), to allow cost-effective and scalable support infrastructures for start-up companies.
o Development of generic customer feedback process for both internal and for portfolio company usage.
o Initiated relationships with technical universities of Twente and Delft and important players in the Econet to help build GorillaPark’s portfolio with companies active in emerging technologies

2001
o Active coaching of GorillaPark companies (B2B and B2C) in developing their strategies and Customer Services rollout.
o Organization and services design for Customer Service deliverables for client companies.
o Recruited a Customer Service Coach team of 4 Country Customer Service Managers and developed team objectives based on company’s vision and mission.
o Development by the Customer Service Coach team of a set of standard templates to help build a customer service strategy for portfolio companies

1999
o Participant in initial business planning for the creation of GorillaPark, a business accelerator for high-tech start-ups.
o Development and implementation of initial Customer Services for HotOrange, the first portfolio company in the park
o Development of Customer Service strategies for GorillaPark companies, including development of strategic partnerships.
o Monitoring of performance of service providers like SNT, on behalf of porfolio companies

1998-1999 Tornado Insider VP Strategic Planning

1998
o Development of Customer Feedback process for entrepreneurs training events
o Analysis and design of conceptual databases for Tornado-Insider.com
o Analysis and design of Internet matching services to connect capital seekers to capital providers

1997- 1998 HP (PROLIN) VP Customer Services

1998 (HP/PROLIN)
o Researched and introduced CMM (Capability Maturity Model) to the development team of PROLIN.
o Managing of integration of support functions into the HP Openview organization

1997 (PROLIN – developer of IT Service Management – ITIL based)
o Joined PROLIN’s management team as VP Customer Services to enhance the companies position in negotiating the acquisition by HP
o Introduced a strategic planning and implementation model for Customer Services, Consultancy and Education to develop short and long term objectives
o Restructured the global Customer Services and Education function in terms of QA, processes, procedures and staffing (USA, Malaysia, England, Belgium, Netherlands)
o Improved customer satisfaction by 10% within first quarter after improvement actions.

1995 1996 Stratus Computer Manager Systems & Services NL

1996-1995
o Manager for pre-sales support and Customer Services in The Netherlands.
o Implementation and certification of ISO 9002 for the Sales/Service org. in the Benelux.
o Won professional services outsourcing deal of 1MDfl annually, multiple years.
o Design and management of Service Level Agreements, e.g. for ING Bank (65-page multi-million contract)
o Speaker at IIR conference about effective service management.

1993-1995 Stratus Computer Manager Customer Services BLX

1995 – 1993
o Org. design and management of Customer Services & Education in the Benelux for a group of approx. 20 Fulltime Employees, with annual revenues of up to 10MDfl.
o Applying Total Quality Management for improved Service Levels.


1990-1992 Stratus Computer Manager Sales Support Europe

1992-1991
o Org. design and management of European Support team for strategic telecom accounts (Ericsson, Alcatel, Thomson)

Education

Education
MULO

Professional training

IBM Assembler, COBOL,Structured Programming
Systems Programming IBM-CICS
IDMS Database Design & Admin
Data Analysis, Distributed Databases
Volmac Software Quality Control
Tandem Systems Programming
IBM-SNA Update
Stratus Design & Programming
Sybase Design & Programming
Strategic Mgt Group - Project Mgt Workshop
Neil Yeager-Leaders Window(leadership styles)
PROLIN - IT Service Management Essentials
CHASM group - strategy development for startups

Skills

For my most recent employer I worked on the basis of fixed term contracts, mostly in the area of change management.

Languages

Dutch (mother language), English (good), German (reasonable), French (beginner), Spanish (beginner)

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