Kennis, opleidingen en ervaring:

Opleiding: HBO/ HTS

Stages en werkervaring: WORK EXPERIENCE
01 March 2012 – Present Ticket reader and trolley collector
Vebego Schiphol Airport, Amsterdam (Netherlands)
General travelers assistance, custom VAT refund, information

01 June 2010 – 31 December 2010
Technical Customer Service Coordinator
Verizon Business, Amsterdam (Netherlands)
•First line of response for all customer enquiries.
•Processing of the incoming service enquiries in the different ticketing systems
•Reaching the customer satisfaction objectives by meeting or exceeding the department’s goals for thecall center metrics
•Keep Clients informed and updated within SLA Timeframe

01 April 2008 – 31 July 2009
Manager Customer Service EMEA
Stream Global Service, Amsterdam (Netherlands)
•Ensure that the productivity goals for the team are met.
•Manage the operational requirements of the client on a daily basis
•Monitor call volume and call quality
•Manage labor and non-labor costs to ensure business profitability at the gross margin level.
•Provide guidance for a successful career path in cooperation with HR.
•Conduct performance appraisals of all direct reports
•Conduct weekly team meetings with direct reports
•Participate in the recruit process of new employees.
•Make sure that effective and high quality training is delivered to all new employees.
•Resolve personnel issues in a professional and timely manner.
•Implement disciplinary actions in accordance with company policy and ensure consistency.
•Identify and develop departmental procedures and standards and assure compliance. Improve current processes.
•Complete status changes, departures and weekly timesheets for all direct reports.

01 September 2005 – 31 March 2008
Supervisor Team Leader
Stream Global Service, Amsterdam (Netherlands)
Latin Team (10 persons) during 6 months and UK Team (15 persons) during 24 months
•Recruitment: Interview, Selection, recruitment test
•Management: Disciplinary Actions, until 15 agents
•Reporting – Analysis - Project/CAT Plan: CSAT,Coaching Result, Workload volume,
•Organization, Administration: Schedule, Workload Distribution,Monitoring Calls,
•Registration vacation and attendance
•Coaching - Training: Call-coaching, ECE, Development Plan, Creation/Delivery of Training

01 December 2004 – 31 August 2005
Customer Service, Sales Representative Agent
Stream Global Service, Amsterdam (Netherlands)
•Detect customers’ needs, use all tools to solve issues and to improve the customers’ satisfaction
•Successfully handle customers request and provide ECE
•Suggest ideas to improve quality of daily work and of organization
•Maintain a high level of knowledge
•Easily Communicate with customers, colleagues and management
•Develop Team knowledge and provide relevant support when necessary

01 January 2004 – 30 November 2004
Waiter
Restaurant "La Scala", Paris (France)

01 July 2002 – 31 December
2003 Call Center Operator and Back Office employee
ACN, Amsterdam (Netherlands)
Special Task - Support in the Legal Department
Responsible Advisor – Field Support & Customer Support Assistant (2 months)
Responsible Advisor – Field Support (1 month)
Responsible for the quality in the call-centre (5 months)
Operator Call Centre (6 months)

01 January 1998 – 30 June 2002
Administrative & Commercial Employee
InnoTecnos S.r.l., Volpago del M.llo (TV) (Italy)
•In charge of managing a group of 5 people
•Responsible for the planning of the work shifts
•Responsible for integration of new customers
•Making reports for banks, suppliers and clients
•Responsible for performance reports
•Administrator for the company, mainly billing
•Marketing and commercials work schedules.
•In charge of billing and commercial duties
•In charge of controlling the load up and utilization of raw material stocks

01 April 1994 – 31
March 1995 Military Service
Republic of Italy, Istrana (TV) (Italy)

Opleidingen en cursussen: EDUCATION AND TRAINING

01 April 2012 – 31 July 2013 Diploma Arbeidsmarktgekwalificeerd Assistent (Economie en Handel)
ROC, Hoofddorp (Netherlands)

01 September 1994 – 06 June 1998 Law in Jurisdiction (not completed)
University Bo, Padova (Italy)

01 September 1988 – 31 July 1994 Diploma in Accountant & Business
Istituto Tecnico Statale Commerciale "Luigi Einaudi", Montebelluna (TV) (Italy)

01 January 2006 – 30 June 2006 Manager, Trainer & Coach
Stream University, Amsterdam (Netherlands)
Business mix (Operations, Finance, Quality, Facility, Works Council, Human Resources, It, People Skills, Coaching, Disciplinary, Time Management, Teamwork.

Overige informatie:

Rijbewijs: B

Eigen vervoer: Nee

Persoonlijke eigenschappen: ADDITIONAL INFORMATION

Honours and awards Between others internal achievements, he has been recognized by the clientthrough a worldwide “ Customer Care Engagement Award”. It was the first time this award was given to a person outside of the US and the first time ever to a non direct Adobe employee. Successfully driving the quality monitoring process for Amsterdam, Berlin and Mumbai, projected and implemented the Coaching calibration session across the mentioned 3 sites.

Honours and awards Op Eigen initiatief heeft hij ervoor gezorgd dat de passagiersflow in tijden van drukte beter heft kunnen verlopen. Zie hierhonder de tekst van floormanager j:

Hoi, Ik kreeg een compliment binnen over hem: 27 April: Er was drukte vanwege UMRA bij Turkisch Airlines. HIj maakte op Eigen initiatief een afscheiding voor boardingpassagiers, hetgeen heel goed werkte. De compliment van Floormanager

Hobby's en interesses:

Gewenste contractvorm: Fulltime