Kennis, opleidingen en ervaring:

Opleiding: HBO/ HTS

Stages en werkervaring: Team Manager – Stream International BV, Amsterdam Mar 12 –
(Managing a team of 85 FTE’s with 3 peer colleagues). Consumer support for Nikestore.com in Europe.
 Leadership and guidance of the teams members.
 Recruitment of new team members (full process during peak seasons).
 Coaching, in charge of learning and development of agents.
 Process and procedure implementation.
 Daily operations, performance management , management of scheduling, sickness, holidays, time management.
 Analyzing report data in the purpose of maintaining and improving internal knowledge and customer skills.

Team Manager – Unamic HCN . A Xerox company, Delft Feb 11 -– Feb 12
(Managing agents for the Technical Support for Samsung products. Support for the Benelux market in Dutch and French).
 Leadership and guidance of the teams (35 agents) directly located on Samsung premises.
 Coaching, agents development.
 Daily operations, performance management , management of planning, sickness, holidays.
 Optimization of headcounts and profit & loss (for Delft and Istanbul centers).
 Analyze operational data in order to increase efficiency and quality (for Delft and Istanbul centers).


RECENT KEY SUCCESSES IN IHG (InterContinental Hotels Group)
Successfully transitioned the Reservation Centre from Amsterdam to a BPO in Bucharest.

Maintaining quality of service combined with delivered generated revenue.

Achieved a substantial improvement in Sales Revenue.

Successful tailored coaching, agents’ development that lead to an increase of the Net Revenue by 52% and average daily rate by 74% over two years.

Adopted managerial strategies to achieve excellent productivity/quality ratio combined with staff satisfaction.

Reorganized business processes (tasks and duties) in the team.

Reduced Net Operating Loss by 570% by optimising headcount and efficiency in ad equation.

Transformed a project into a worldwide premium reservations department.

PROFESSIONAL EXPERIENCE
September 2009 - September 2010
IHG
Amsterdam/ Bucharest
Operations Project Manager
Transition of the Reservations Centre to a BPO in Bucharest
Recruitment, evaluation of training provided.
Analysis of processes in place, modifications and implementations of new ones.
Align Operations roles between the two companies, SWOT analysis.
Follow up operations in the Centre.
Coaching, monitoring.
Ensure that the partner company trigger and on the correct metrics.
Canvassing hotels and implementing new Premium Voice Products in the centre.

2006 - 2009
IHG
Amsterdam
Team Manager (Dedicated reservations team handling all reservations channels for the IC Paris Le Grand).
Leadership and guidance of the teams that I was managing (InterContinental Premier Reservation Office for IC Le Grand and Language Support Service).
Monitoring the team/agents’ performance in order to achieve and exceed productivity, and standards of service in alignment with Key Performance Objectives (KPO).
Launching initiatives so as to improve the overall quality performance.
Designing on-the-job training material for staff in order to drive additional revenue and quality delivered.
Analysing report data for the purpose of maintaining and improving internal knowledge and customer skills.
Recruiting and training of new hires on a Center level.
Developing a framework of world-class quality service on all different communication channels, and monitored by an external quality-assurance company.
Maintaining, updating and creating internal documents and processes renovation.
Canvassing new products in order to increase Center revenue and agent occupancy.
“Work better together” and “Aim higher” team awards for the relationship with the IC Paris Le Grand and the rapport between work done and staff satisfaction.
Co-conducted a comprehensive reorganization of the Middle East reservations team based in Birmingham.
Managing the Guest Relations’ translation team based in Amsterdam for French, German, Italian and Dutch.

1999 - 2006
Stream International BV
Amsterdam (NL)
Kodak Easyshare Gallery & Minolta - QMS
Recruited and trained new agents.
Monitored team’s performance in order to reach KPO’s.
Analysed data for improvement on a technical level and guest’s satisfaction.
Provided a world-class customer service utilizing multi-media communication channels including email and phone for members, partners and co-branded sites.

1997-1998 (November)
Holiday Inn (IHG)
Brest (F)
Assistant Manager & Room Division Manager
Cost control, managing staff (25 people).
Working out budgets, sales action plans, in collaboration with the General Manager.
Quality Excellence Award in 1998.
Controlled, followed up an audit of the “Holiday Inn” product standards and policies.
Financial control of several hotel departments.

1995 - 1996
Comfort Hotel (Choice Hotel International)
Paris (F)
Assistant Manager
Financial control of several of the hotel’s departments, city ledger’s control.
Recruitment, training, motivation and management of staff.

1991 – 1995
Comfort Hotel (Choice Hotel International) Paris (F)
Holiday Inn (IHG) Nantes (F)
Receptionist

Opleidingen en cursussen: InterContinental
Revenue Academy
Frankfurt (D)

Dale Carnegie
Amsterdam (NL)

MBTI
Amsterdam (NL)

Presentation and sickness management training
Amsterdam (NL)

Office management training
Amsterdam (NL)

Project management training
Amsterdam (NL)

Positive approach coaching training
Amsterdam (NL)

Kodak
Policies and process implementation management
San Francisco (USA)

Stream
Train the trainer
Amsterdam (NL)

EDUCATION
International Tunon school
Nantes (F)
(Tourism, catering, sales techniques).
Hotel & Food Management School
Professional Baccalauréat, BEP, CAP
Noirmoutier (F)

Overige informatie:

Rijbewijs: A,B,C,E

Eigen vervoer: Nee

Persoonlijke eigenschappen:

Hobby's en interesses:

Gewenste contractvorm: Fulltime