Through a broad experience in marketing, product management, IT, service management, customer care, provisioning, operations and people management, I have acquired the 360° view needed to understand and map all possible customer interactions and touch points. I speak the language of every department and of the customer and am thus able to translate possibly different and conflicting views into one common goal and make sure clear targets are set and met.
This way increasing customer value, decreasing churn and cost, improving efficiency and customer and employee satisfaction.
Next to this focus on Customer Experience, I have a thorough understanding of and experience with Business Process Outsourcing and in particular the outsourcing of call center activities to nearshore.
