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Customer Relationship Management, Credit Management

Work Experience

Major Accomplishments
*NETnet and Scarlet reorganisation (telecom operators) :
-Recruitment of agents for the call-centre, set-up of operational procedures & implementation, coaching, reporting to identify the SLA to lead to the “operational excellence”. (level of answers to the customers from 16% to 86% within 5 months)
-Implementation of the new telemarketing department and creation of a new and incentive commission plan (administrative and IT). Results from 52.000 to more than 92.000 customers within 10 months.
*Logix (IT Distributor):
-Process and billing control
-Balance of accounts Logix VS factoring agency
-Strict procedures for collecting (important reducing of the DSO)
-AP/AR, budgets & controls /closings, stock and inventories and relations with logistic partner
-Remote management of an internal sales team of 8 collaborators located in Israel

*Belgacom Mobile (CRM & Logistics) :
-Support ordering assistant in their tasks (procedures, price list, e-commerce, intake, mails handling,...)
-Focus on invoicing & collection processes and solving of all kinds of invoicing problems including EDI process
-Accurate follow-up of the bi-monthly price list, back-orders, logistics problems (deliveries, returns) to be in phase with customers’ satisfaction (B2B)

Management:
Call-Centre, Customer Care, Sales & Telemarketing, Credit Collection departments

Education

Marketing & Sales

Skills

Leadership & Supervision Operational Excellence
Start-up Operations Policies Implementation
Risk Analysis Process & Procedures’ Engineering
Business Analysis Project Management
ROI Accountability Ressources Management
Profit Enhancement Coaching & Training

Languages

NL
F
E

Other

Solution-focused, customer-oriented Project Manager offering over 20 years of vast experience across customer services and financial services.

Ability to implement company policies & standards, improvements in operation that optimize productivity and working environment.

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