Utrecht Area, Netherlands
Senior Reporting & Forecasting Specialist a.i. at Ziggo
Consumer Services
Education
Utrecht University 2010 — 2011
Post Doctoraal, Customer Experience and Contact Center Management
Nyenrode Business Universiteit / Nyenrode University 2010 — 2010
Masterclass, Strategie en proces in WFM-perspectief
Abstede College, Utrecht 1994 — 1998
MBO+, Handel
Experience
Ziggo March 2015 - Present
Intraday Management Platform September 2010 - Present
CCMA - Customer Contact Management Association January 2013 - July 2015
Webhelp Nederland, Customer Experience Innovators January 2013 - January 2015
Nederlandse Spoorwegen March 2012 - October 2012
PlanMen B.V. January 2011 - February 2012
T-Mobile December 2008 - January 2011
T-Mobile December 2007 - December 2008
T-Mobile Klantenservice Consumer July 2004 - 2007
V&D 2002 - 2004
Skills
Workforce Management, Customer Experience, Management, Process Improvement, Change Management, Outbound, Team Building, Inbound Marketing, People Management, Forecasting, Call Center, Analysis, Business Strategy, Teamwork, Service Management, Project Planning, Interim Management, Contact Centre, Strategic Planning, Business Process..., Account Management, Strategy, Six Sigma, Customer Satisfaction, Quality Management, Management Consulting, Operations Management, Budgeting, CRM, Contact Centers, Planning, Budgets, Customer Relations, IVR, Business Intelligence, Consultancy, Call Centers, ICT, Customer Service, Business Management, Process Management, Social Media, Team Leadership, B2B, Business Analysis, Performance Management, Coaching, Excel, Telecommunications, Team Management