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Senior WFM specialist / Interim Manager

Work Experience

July ’05 –to date Self-employed (Freelance consultant and Interim-Manager specialized in the field of Forecasting and scheduling, Projectmanagement and Quality management)

May’11-May ‘11 WFM-Scan Seetickets
• WFM-scan of their Contact Center Operation
• Consultancy on how to improve their WFM cycle.

Aug’10-Mar ‘11 UVIT Interim Forecaster/Resource scheduler
• Forecasting Telephone and e-mail for all brandlabels(8 in all).
• Scheduling the CSR’s of 3 sites approximately 500 FTE.
• Projectleader scheduling 2nd line CSR’s.
• Software knowledge Total View, Trinicom.


Feb ’10-July ‘10 PWN (Puur, Water en Natuur – Provincial Watercompany Noord-Holland), Velserbroek. Interim Trafficmanager
• Trafficmanager of the CSR’s working in an integrated FO-BO environment.
• Scheduling all flex-workers.
• Coaching and training the newly hired Trafficmanager.
• Software knowledge Genesys CC-Pulse, Genesys WFM.











Nov ’09-Feb ‘10 CCV, Arnhem. Interim Scheduler
• Scheduling the CSR’s.
• Optimized the set-up of their WFM tool Wittness.
• Wrote a plan to automate the time registration of the CSR’s.
• Coaching Supervisors on Trafficmanagement.
• General consultancy on how to improve Contact Centre Management.


Oct ’09-Feb ‘10 Gemeente Westland, Naaldwijk. Consultancy on Capacitymanagement, forecasting and scheduling
• KCC reports analyzed and improved.
• Defined a set of KPI’s.
• Build and implemented a WFM tool in Excel.
• General consultancy on how to improve Contact Centre Management.


Oct ’09-Dec ‘09 Weekblad Pers Groep, Amsterdam. Optimizing processes at the Customer Contact Centre(KSC)
• KSC reports analyzed and improved.
• Set-up new Methodology to forecast both Telephone and e-mail contacts.
• Optimized the scheduling process.
• Build and implemented a capacity management, forecasting tool and a scheduling tool for use in Excel.
• General consultancy on how to improve Contact Centre Management.


Sept ‘09 Enexis, Emmen. Coaching and refreshment training for their scheduler
• Scheduler received a refreshment training in Contact Centre management and management by metrics.
• Scheduler received coaching in the use of the WFM tool Wittness.
• Capacity forecast was optimized.

July ’09–Aug ’09 Gemeente Veendam, Veendam. Developing a WFM tool in Excel
• Build a WFM tool in Excel.
• Implementation of this WFM tool in their new Contact Centre.
• Calculating the initial number of CSR’s for their Contact Centre.
• General consultancy on how to set-up and run a Contact Centre.

June ’09-July ’09 Arvato Services, Venlo. COPC benchmarking one of their Key Accounts
• Benchmark findings presented to Arvato and their Client.
• Proposed and got accepted a process which had been unacceptable for the client before.
.













Apr ’09-June ’09 Europe Assistance, Arnhem. Consultant to the Forecasting and scheduling department
• Coaching and training the Forecaster who didn’t have any prior Contact Centre Experience.
• Coaching and training the scheduler who didn’t have any prior Contact Centre Experience.
• For their WFM-Tool Invision Enterprise the setupwas analyzed and improved.
• Software knowledge InVision Enterprise.


Apr ’09 Liander, Haarlem and Arnhem. WFM scan TSC locations
• WFM scan of the Technical Service Centre locations
• Proposed a more efficient Forecasting and scheduling cycle.


Aug ’08-Mar ’09 UVIT, Gorinchem. Interim scheduler, supporting the Management Center in Nijmegen
• Interim scheduler location Gorinchem Trias label approx. 50 FTE, IZA label approx. 20 FTE
• Optimizing the old WFM cycle, reducing the number of FTE to FC and schedule the Trias label from 1,5 to 1,0 FTE.
• Setting up a complete new WFM cycle introducing a local Scheduler and Trafficer. Forecasting and scheduling moved to a central based Management Centre.
• Training the new local Scheduler and Trafficer.
• Software knowledge Total View.


Dec ’07-July ’08 Menzis Zorg en inkomen, Enschede. Quickscan of the Service Support department. Implementing proposed changes for the Service Support department. Coaching and training the Manager Service Support. Project: improving CSR flexibility.
• Analyzing and optimizing the Forecasting and scheduling cyle
• Introduced Capacity Forecasting.
• Introduced a flexibility scheme for the CSR’s which improved both the CSR’s satisfaction as well as the overall availability of CSR’s for the Contact Centre.
• Implementation of Optimizer the Interactive Intelligence WFM-Tool
• Coaching and training the manager Service Support, since he had no prior Contact Centre experience.
• Software knowledge Aspect eWFM, Optimizer, Sharepoint.













Oct ’06-Nov ‘07 CWI Service landelijk verkeersmanager (forecaster, scheduler, trafficmanager)All locations
• Setting up a Central forecasting and scheduling department for CWI Service.
• Implementing a FC and scheduling cycle at every new CWI Service location(6 regional locations).
• Forecasting traffic and scheduling the CSR’s of 6 CWI Service locations.
• Developing processes for the new FC and Scheduling department.
• Wrote a Trafficmanagement guide for the supervisors.
• Coached location managers on Call Center Management.
• Hired and trained 2 ‘Verkeersmanagers’.(Forecaster/Scheduler)
• Software Knowledge CIC from Interactive Intelligence.

Sep ’06-Oct ‘06 Sitel Nederland, Arnhem. Quickscan of the Workforce management cycle
• Analyzing the used Forecasting and scheduling methods. Every single project used its own forecasting and scheduling method.
• Proposed a more efficiënt and uniform Forecasting and scheduling cycle.

Mar ‘06 –Oct ‘06 Equens (formerly InterPay Nederland BV), Utrecht. Interim Forecaster/scheduler and Operational contact to the outsourcing partner
• Forecaster/scheduler CS FO(InterPay klanten service).
• Operational contact to the Outsourcing partner HCN.
• Implemented Wittness 7.5
• Software knowledge Avaya.

July '05 – Feb ’06 Portaal, Veenendaal. Coach to the Teammanagers and Interim Forecaster/Scheduler
• Coaching the teammanagers to improve their operational targets.
• Forecaster /Scheduler for PKS(Portaal Klanten Service)
• Introduced longterm and capacity-forecasts
• Improved reports and reporting cyclus.
• Implemented Wittness 7.5
• Software knowledge Vocalcom(VOIP virtual ACD), Crystal reports and Pharos




















Oct '02-June’05 Manager Operations Support, ClientLogic(Almelo)
• Member of the Site-management team
• Responsible for the complete WFM cycle of all projects of the ClientLogic Almelo Site. Main accounts ABN AMRO Bank and KPN Mobile. Delivering schedules for approximately 250 FTE. All procedures meeting the COPC standard.
• Responsible for all internal ClientLogic site reports(both operational and financial for the Netherlands, Europe and the USA. All reports meeting the COPC standard.
• Responsible for all external reporting to all Clients.
• Responsible for correct invoicing.
• Leading the command centre. One stop shop principle for all CSR’s. All procedures meeting the COPC standard.
• Supervising the teammanagers.
• Member of the WIN-team for continental Europe.(Calculating and securing BPO’s)
• Preparing the site-budget for evaluation by the Management Team and Solution Delivery Officer.
• ClientLogic Almelo at the time was the only COPC certified Contact Center in the Netherlands.
• Software knowledge Genesys WFM, Blue Pumpkin Director Enterprise, Excel, Business Objects, Sharepoint.

Jan '02-Sept ‘02 WFM Consultant SNT (Zoetermeer)
• Because of the Merger of SNT and K(PN) C(ontact) C(enters), the planning departments of both companies merged to a new department Traffic & Capacity.
• Developing procedures and processes for the Traffic & Capacity department.
• Implementation of Blue Pumpkin Director Enterprise at the former KCC sites.
• Coaching and training WFM specialists’ during the First few months after the merger..
• Software knowledge Aspect TCS, Blue Pumpkin Director Enterprise, Excel, Business Objects.


Nov '01- Dec ‘01 WFM Consultant SNT (Enschede)
• Assessing and in the end redeveloping the Management reports for the SNT Enschede site .
• Software knowledge MS Office, MS Projects, Business Objects.













May '01-Oct ‘01 WFM Consultant RVS verzekeringen(ad-interim)
• Analyzing the problems within the in-house Call Centre of RVS.
• Solving the identified problems for the RVS Call Centre.
• Implementation of an IVR rerouting and introducing a mail delivery schedule became the solution for a monthly recurring 3-5 day inaccesability of the Call Center
• Setup of a WFM department.
• Selecting a WFM tool for the new department
• Assisting HR in the recruitment of the employees for the WFM department
• Software knowledge MS Office, MS Projects, Business Objects, Total View.


Jan '01-May ‘01 Project Manager SNT Oost (Enschede)
• Project Manager, Planet Internet Germany..
• Budget Responsibility for the project.
• Preparing the relocation of the Planet Internet Germany project from Enschede to Berlin.
• Guarding the operational standards on behalf of the Client.
• Software knowledge MS Office, MS Projects.

June '99- Dec ‘00 Teamleader WFM SNT Noord (Groningen)
• Back-up for the Site -manager
• Responsible for scheduling all staff at the site approximately 400 CSR’s
• Preparing the Call Centre Management reports.
Developing customized Call Centre Management reports.
• Back-up for the Centrale Planning Unit in Zoetermeer.
• Member implementation team Workforce Management Tool.
• Testing WFM-tool Blue Pumpkin Prime Time Enterprise.
• Software knowledge Blue Pumpkin Prime Time Enterprise, MS Office, Aspect system Manager 7.0, Aspect Custom View.

Apr '99-May '99 Scheduler/forecaster at Centrale Planning Unit SNT Telefoondiensten (Zoetermeer)
• Member Implementation Team Workforce Management Tool.
• Testing WFM-tool Blue Pumpkin Prime Time Enterprise.
• Designing Telecom Infra-structure SNT-TD en TTS.
• Developing of Calculation models
• Customization of client- and/or project specific reports.
• Preparing the Call-center Management reports.
• Software knowledge Blue Pumpkin Prime Time 1.3, MS Office, Aspect system Manager 6.3 and 7.0, Aspect Custom View.











Oct '98 - Apr '99 Scheduler/forecaster SNT Telefoondiensten (Zoetermeer)
• Trainer Workforce Management Tool: Blue Pumpkin Prime Time 1.3.
• Member Implementation Team Workforce Management Tool for all SNT Telefoondiensten and Telecom and Tele Services Sites.
• Forecasting.
• Scheduling.
• Scheduling of all CSR trainingcourses.
• Software knowledge Blue Pumpkin Prime Time 1.3, MS Office, Aspect system Manager 6.3 and 7.0, Aspect Custom View.

Dec '96-Sept '98 Store Manager Multi-Vlaai (Delft, Amsterdam)
• Managing the pilot-store(s) of the franchise organisation Multi-Vlaai. In both Delft and Amsterdam.
• Span of control 8 sales represenatives (both senior and junior)

Jan '94-Oct '96 1e Assistant Manager McDonald's (The Hague Haag)
• Managing a restaurant. Span of control 4 floormanagers and approximately 110 crew.
• Manager Human Resources.
• Training Manager.
• Coach Werkraat (Project reïntegration of long-term unemployed towards a FT -job).
• Budget Reponsibility for Annual and Monthly Budgets.
• Inventory responibility
• SCQ Responsibility (Service Cleansiness and Quality).

Sept '93-Dec '93 Management-trainee McDonald's

Oct '90-Aug '93 Senior Salesrepresentative HEMA (Delft)
• Contact person for the Food-department.
• Responsible for stock and inventory of the Food-department.
• Training and coaching of junior sales representatives.

Summers '89 & '90 Truck driver
• Truck driver: Drankenhandel van der Steene in Rotterdam.
• Truck driver: Noten en Zuidvruchtenhandel Orlando in Rijswijk.

June '88-Aug '88 Internschip Pannevis Enkhuizen
• Developing nad conducting a marketingsurvey for a seedcompany.

June '87-Juli '87 Internschip Dairyfarm

Sept '85-Aug '86 Truck driver; Artillerie School Oldenbroek
• Military Conscript Service.

Feb '80-June '87 Sales representative Zaad- en Fruithandel H. Kölgens
• Sales rep at several weekly markets on Saturdays and during school holidays.

Education

Education

Sept '97-July ‘98 Hogeschool Delft
Business Management (parttime, post graduation course)
Sept '86-June ‘90 Agrarische Hogeschool Dordrecht/Delft
Agricultural Business Management
Sept '83-June '85 Katholieke Universiteit Nijmegen
Human Geografy
Aug '80-July '81 Wynford Highschool, Bucyrus, Ohio, U.S.A.
(Youth for Understanding student Exchange Program)
Aug '76June '83 Eijkhagencollege, Landgraaf
VWO


Other

• COPC Registered Coordinator
• Business Proces Management (Proces denken, Proces doen)
• BIZZdesigner (BPM software)

ClientLogic: Severals courses
• Management by Metrics
• Project Management

SNT: Several Courses
• Time Management
• Aspect System Manager
• Project Manager

McDonald's: Management Course
• BOC Basic Operations Course
• BMC Basic Management Course
• IO&MC Intermediate Operations & Management Course

Skills

Forecasting and Scheduling, Project management, Quality Management, Interim Management

Languages

Languages Spoken and written
Englisch
German
Dutch
French(intermediate level)

Other

Software Knowledge

Windows
MS Office

Aspect eWFM
Aspect TCS
Aspect System Manager
Avaya
Bizz Designer
Blue Pumpkin
Business Objects
CIC
CIC’s Optimizer
Crystal Reports
Custom View
Genesys CC-Pulse
Genesys WFM
InVision Enterprise
Pharos
Share Point
Total View
Verint Impact 360
Vocalcom
Witness

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